After Sales Manager – Technical Support

About the role

We are seeking an experienced After Sales Manager to build and lead a dedicated post‑sales technical support function for an elevator and components business. The role will act as the technical authority for installation, commissioning, troubleshooting and controller programming, supporting both internal teams and external B2B customers.

Key responsibilities

• Establish and manage a structured technical support hotline/helpdesk using phone, email and Odoo ticketing.
• Provide second‑line support for installation teams on commissioning issues, controller programming and non‑standard configurations.
• Assist maintenance teams with complex elevator breakdown diagnostics and troubleshooting.
• Support independent installers and component customers with technical assistance, documentation and training.
• Coordinate with R&D, Quality, Factory, Installation, Maintenance and Sales to resolve recurring issues and feed improvements.
• Monitor support KPIs such as response time, resolution time and first‑time‑fix rate.

Required profile

• Bachelor’s degree in Electrical, Mechanical or Mechatronic Engineering.
• 6–8+ years of experience in technical support, field service engineering or after‑sales support, preferably in elevators, MEP or industrial equipment.
• Fluent in Arabic and English with strong communication and customer‑service skills.
• Proven ability to work under field pressure and manage multiple technical issues simultaneously.

Required skills

• Hands‑on knowledge of elevator machines, controllers/control panels and door operators.
• Ability to read and interpret electrical/wiring diagrams.
• Experience with controller parameterisation and programming.
• Proficiency in Odoo ticketing system.
• Strong troubleshooting and problem‑solving capabilities.