After Sales Manager

We are looking for an experienced After Sales Manager – Technical Support to establish and lead a dedicated post-sales technical support function for an elevator and components business.

The successful candidate will provide technical support to internal Installation and Maintenance teams, as well as external B2B elevator installers and component customers. The role will serve as a technical authority, supporting installation, commissioning, troubleshooting, controller programming, and product-related technical issues.

Key Responsibilities

• Establish and manage a structured technical support hotline/helpdesk through phone, email, and Odoo ticketing.
• Provide second-line technical support to Installation teams for commissioning issues, controller programming, and non-standard configurations.
• Support Maintenance teams with complex elevator breakdown diagnostics and troubleshooting.
• Provide technical assistance to independent installers purchasing complete elevators from the Factory.
• Support customers purchasing elevator components, including machines, controllers, door operators, and landing mechanisms.
• Prepare and maintain installation manuals, wiring diagrams, commissioning checklists, troubleshooting guides, and technical FAQs.
• Coordinate with R&D, Quality, Factory, Installation, Maintenance, and Sales teams to resolve recurring technical issues.
• Identify recurring field issues and provide feedback to R&D and Factory teams for product and process improvement.
• Develop and deliver technical training sessions for independent installers and component customers.
• Monitor technical support KPIs, including response time, resolution time, and first-time-fix rate.
• Escalate critical technical, safety, cost, or reputational issues to the COO.

Skills

equirements

• Bachelor’s degree in Electrical, Mechanical, or Mechatronic Engineering.
• 6–8+ years of experience in technical support, field service engineering, after-sales technical support, or product support.
• Experience in the elevator, MEP, industrial equipment, or related technical sector is strongly preferred.
• Strong hands-on knowledge of elevator machines, controllers/control panels, and door operators.
• Ability to read and interpret electrical/wiring diagrams.
• Experience with controller parameterization and programming.
• Experience supporting external B2B customers, installers, dealers, or technical partners is an advantage.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Fluent in Arabic and English.
• Ability to work effectively under field pressure and manage multiple technical issues simultaneously

Key Competencies

• Strong technical and product knowledge.
• Excellent troubleshooting and analytical skills.
• Strong communication and training abilities.
• Customer-focused and service-oriented approach.
• Ability to work cross-functionally with technical and commercial teams.
• Strong organizational and documentation skills.
• Proactive, calm, and structured approach to technical problem-solving.
• Ability to build and develop a technical support function from the ground up.