Job Description

Job Purpose:

This role is responsible for leading the Technical Assistance function to ensure timely, accurate, and high‑quality resolution of complex and escalated technical issues across the service network. The role provides advanced diagnostic expertise, governs technical escalation processes, and drives root cause resolution in collaboration with engineering, warranty, and suppliers to enhance service quality, reduce repeat failures, and support network capability development.

Key Functional Responsibilities:

• Lead the customer technical support team responsible for advanced diagnostics, escalated cases,

  and recurring technical complaints across all vehicle systems.

• Serve as the primary escalation point for complex or unresolved technical issues, coordinating

  effectively with service centers, field teams, engineering, warranty, and suppliers.

• Ensure robust root cause analysis is conducted and documented for critical and repeat cases, with

  corrective actions tracked and closed in a timely manner.

• Oversee technical case management processes, including the effective use of diagnostic tools,

  diagnostic data, and accuracy of service documentation.

• Define and maintain technical support workflows, SLAs, and escalation matrices in alignment with

  brand standards, safety requirements, and regulatory guidelines.

• Provide technical guidance, coaching, and capability development for the technical support team to

  ensure consistent quality of diagnosis and resolution.

• Ensures consistent execution of these processes, adherence to SLAs, and alignment with OEM

  diagnostic, quality, and regulatory standards.

• Monitor and analyze technical case trends, repeat failure patterns, and field quality issues, providing

  structured feedback to engineering, quality, and product teams.

• Collaborate with Warranty and Aftersales Quality teams to ensure technical findings are reflected in

  warranty policies, claim validation, and repair guidelines.

Key Managerial Accountabilities:

• Achieve the assigned objectives through the setting of individual objectives, managing performance,

  and developing and motivating staff.

• Participate in the development of the section’s business plans according to the department

  objectives.

• Ensure the effective implementation of policies, procedures and controls covering all areas of

  assigned activities.

• Prepare the budget required from the section and monitor financial performance versus the budget

  while ensuring unit activities are conducted in line with the approved guidelines.

• Manage the identification of opportunities for continuous improvement and sustainability of systems,

  processes and practices considering leading standards, productivity improvement and cost

  reduction.

• Ensure that all section reports are prepared timely and accurately and meet CEER’s requirements,

  policies, and quality standards.

• Ensure non-disclosure of confidential information within or outside CEER.

• Ensure adherence to the Health, Safety, Security, Environment policies and standards across all

  business functions under the department.

Job Requirement:

Education: Bachelor`s degree in Engineering, Mechanical Engineering, Electrical/Electronic Engineering, or a related field.

Experience Minimum 6 years of experience, 2 years in a managerial role