Overview
After-sales Service Technical Specialist Jobs in Dubai, United Arab Emirates at Geely Auto International
Title: After-sales Service Technical Specialist
Company: Geely Auto International
Location: Dubai, United Arab Emirates
Purpose of the Role
The After-sales Service Technical Specialist is responsible for providing technical support and operational oversight across Geely’s after-sales service network in the Middle East. This role ensures consistent application of technical standards, drives service quality improvement, and acts as a critical liaison between Geely headquarters and regional dealers/service centers to resolve technical issues, manage warranty claims, and enhance customer satisfaction.
Key Responsibilities & Accountabilities
- Support and enhance the technical and quality management capabilities of dealers and service centers in accordance with the developmental stage of each country in the region.
- Implement and enforce standardized procedures for technical consultation and feedback across all regional dealers and service centers.
- Facilitate the sharing and dissemination of technical case studies and best practices among service providers within the region.
- Provide timely, accurate, and well-documented responses to service centers regarding customer complaints and technical inquiries.
- Assist in the determination of liability for warranty claims submitted by service centers, ensuring alignment with Geely’s global policies.
- Evaluate and respond to exceptional warranty requests involving non-Geely product-related issues, providing clear justification and recommendations.
- Offer strategic recommendations for the optimization of service center infrastructure, including workshop setup/renovation, tooling inventory, repair processes, and quality inspection protocols.
- Support dealers in implementing initiatives to strengthen and promote the Geely brand image in the after-sales service domain.
- Assist dealers in identifying and addressing weaknesses in customer satisfaction metrics through targeted improvement plans.
- Contribute to the development of short- and long-term strategic plans for technical service improvement across the region.
- In the event of major incidents or emerging trends indicating potential systemic issues, collect detailed information and current status within one (1) working day, travel to the site promptly, coordinate between stakeholders, and provide actionable resolution recommendations.
- Support the planning and delivery of technical training programs for regional dealers and service technicians.
- Maintain and update tracking logs, and submit bi-weekly reports to management summarizing key activities and progress on technical and quality issues across the region.
Qualifications & Requirements
- Education: Bachelor’s degree or equivalent in an automotive-related field.
- Experience: Minimum of five (5) years of hands-on experience in the automotive after-sales service industry.
- Technical Competence: Solid foundational knowledge of automotive systems and technologies; possession of recognized automotive technical certification(s) required.
- Language Proficiency:
- Fluent in English (written and spoken).
- Fluent in Arabic (written and spoken).
- Proficiency in Mandarin Chinese, Kurdish, or Persian is highly preferred.
- Technical Skills: Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) for report preparation and data analysis.
- Soft Skills:
- Exceptional communication and interpersonal skills, with proven ability to collaborate across multiple departments and stakeholder groups.
- Demonstrated capability to deliver technical training and presentations to diverse audiences.
- Mobility: Willingness and ability to travel extensively across Middle Eastern countries on short notice; must be able to relocate or commute freely between regional markets.