Manager - Technical Services & Aftermarket (Fire Fighting...

Job Purpose

The Manager – Technical Services & Aftermarket is responsible for leading the complete aftersales operations for NAFFCO's Fire Fighting Vehicles Division, ensuring maximum operational readiness of customer fleets through world-class technical support, maintenance services, warranty management, spare parts operations, commissioning, field service, and customer relationship management.

The role drives customer satisfaction throughout the lifecycle of fire trucks and emergency response vehicles while developing sustainable aftermarket revenue through Annual Maintenance Contracts (AMC), spare parts sales, upgrades, retrofits, refurbishment, and value-added service solutions.

Key Responsibilities

Aftersales Operations

• Develop and execute the aftermarket strategy for NAFFCO Fire Fighting Vehicles across regional and international markets.

• Lead all aftersales activities including commissioning, preventive maintenance, breakdown support, corrective maintenance, inspections, repairs, warranty administration, and technical assistance.

• Ensure maximum uptime and operational readiness of customers' fire and rescue vehicle fleets.

• Manage service centers, field service engineers, mobile technicians, and regional service teams.

• Establish service response standards and emergency support procedures for critical customer operations such as airports, municipalities, civil defense, military, oil & gas, and industrial clients.

• Monitor service KPIs including response time, first-time fix rate, fleet availability, warranty costs, service profitability, and customer satisfaction.

Technical Support

• Provide advanced technical guidance for firefighting pumps, foam systems, water delivery systems, aerial platforms, hydraulic rescue equipment, chassis integration, electrical systems, PLC controls, and vehicle electronics.

• Support troubleshooting of complex mechanical, hydraulic, pneumatic, and electrical failures.

• Coordinate technical investigations and root cause analysis for recurring equipment failures.

• Ensure proper commissioning and operator training for newly delivered vehicles.

• Maintain technical documentation, service manuals, maintenance procedures, and troubleshooting guides.

Warranty & Quality Management

• Manage warranty claims from receipt through technical evaluation, approval, corrective action, and closure.

• Coordinate with Engineering, Production, Quality Assurance, and Supply Chain to resolve technical issues.

• Identify recurring quality concerns and initiate product improvement actions.

• Ensure compliance with manufacturer warranty standards and contractual obligations.

Spare Parts & Aftermarket Business

• Develop strategies to increase aftermarket revenue through:

  • Annual Maintenance Contracts (AMC)

  • Spare parts sales

  • Vehicle refurbishment

  • Equipment upgrades

  • Retrofit projects

  • Operator and technician training

• Forecast spare parts demand and collaborate with Supply Chain to ensure critical inventory availability.

• Minimize equipment downtime through efficient parts planning and logistics.

Customer Relationship Management

• Build long-term relationships with Civil Defence authorities, airports, municipalities, industrial customers, military organizations, and emergency response agencies.

• Conduct regular customer visits to review fleet performance and identify improvement opportunities.

• Manage customer escalations and ensure timely resolution of technical issues.

• Monitor customer satisfaction and implement continuous improvement initiatives.

Leadership & Team Management

• Lead, mentor, and develop service engineers, workshop supervisors, technicians, warranty coordinators, and customer support teams.

• Define performance objectives and KPIs for the aftersales organization.

• Conduct performance reviews, competency development, and succession planning.

• Promote a culture of safety, accountability, innovation, and customer excellence.

Financial & Operational Management

• Prepare and manage the annual service budget.

• Monitor departmental profitability, warranty costs, labour utilization, and service productivity.

• Identify opportunities to improve operational efficiency and reduce service costs.

• Prepare executive reports on service performance, fleet reliability, warranty trends, and customer feedback.

Compliance

• Ensure compliance with ISO standards, health and safety regulations, Civil Defence requirements, and company quality procedures.

• Ensure all service activities comply with OEM specifications and international firefighting vehicle standards.

• Support internal and external audits related to service operations.

Qualifications

• Bachelor's Degree in Mechanical Engineering, Automotive Engineering, Electrical Engineering, Mechatronics, or a related Engineering discipline.

• MBA or Master's Degree is preferred.

• Professional certifications in Service Management or Project Management are advantageous.

Experience

• Minimum 10 years of experience in technical service, aftermarket, or service operations within commercial vehicles, emergency response vehicles, defence vehicles, heavy equipment, municipal vehicles, or specialized automotive industries.

• Minimum 5 years in a leadership role managing multi-disciplinary technical service teams.

• Experience supporting fire trucks, emergency vehicles, airport rescue vehicles (ARFF), heavy commercial vehicles, defence vehicles, cranes, or hydraulic equipment is highly desirable.

• Experience managing international customers across the GCC, Africa, or global markets is an advantage.

Technical Competencies

• Fire Fighting Vehicles

• Fire Pumps & Foam Systems

• Vehicle Hydraulics

• Vehicle Electrical Systems

• Diesel Engines & Transmissions

• Hydraulic Rescue Equipment

• Aerial Platforms & Elevating Systems

• PLC & Electronic Controls

• Fleet Maintenance Management

• Warranty Administration

• Root Cause Analysis (RCA)

• Reliability Engineering

• Predictive & Preventive Maintenance

• ERP Systems (Oracle, SAP or equivalent)

• CRM Systems

• Service KPIs & Performance Analytics

Leadership Competencies

• Strategic Leadership

• Customer-Centric Mindset

• Commercial Acumen

• Decision Making

• Stakeholder Management

• Cross-functional Collaboration

• Problem Solving

• Negotiation & Conflict Resolution

• Continuous Improvement

• Coaching & Team Development

• Change Management

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT/NPS) | Fleet Availability (%) | Service Response Time | First-Time Fix Rate | Warranty Cost Reduction | AMC Revenue Growth | Spare Parts Revenue |Service Revenue | Mean Time to Repair (MTTR) | Repeat Failure Rate | Customer Complaint Resolution Time | Technician Utilization | Service Profitability | SLA Compliance | On-Time Commissioning Rate