Manager – Technical Services & Aftermarket (Fire Fighting Vehicles)
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Key skills for this role
About the Role
NAFFCO is seeking a Manager for Technical Services & Aftermarket to lead aftersales operations for fire fighting vehicles. The role involves managing service centers, warranty, spare parts, and customer relationships to ensure fleet readiness.
Key Skills for This Role
Responsibilities
- 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
- Monitor service KPIs including response time, first time fix rate, fleet availability, warranty costs, service profitability, and customer satisfaction
- Provide advanced technical guidance for firefighting systems and vehicle components
- Manage warranty claims and coordinate with Engineering, Production, Quality Assurance, and Supply Chain
- Develop strategies to increase aftermarket revenue through AMC, spare parts, refurbishment, upgrades, and training
- Build long term relationships with Civil Defence authorities, airports, municipalities, and other customers
- Lead, mentor, and develop service engineers, workshop supervisors, technicians, and support teams
- Prepare and manage the annual service budget and monitor departmental profitability
Requirements
- Bachelor's Degree in Mechanical Engineering, Automotive Engineering, Electrical Engineering, Mechatronics, or related Engineering discipline
- Minimum 10 years of experience in technical service, aftermarket, or service operations within commercial vehicles, emergency response vehicles, or related industries
- Minimum 5 years in a leadership role managing multi disciplinary technical service teams
- Experience supporting fire trucks, emergency vehicles, or similar equipment is highly desirable
- MBA or Master's Degree preferred
- Professional certifications in Service Management or Project Management advantageous
Full Job Posting
Job Purpose
- Lead the complete aftersales operations for NAFFCO's Fire Fighting Vehicles Division.
- Ensure 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.
- Drive customer satisfaction throughout the lifecycle of fire trucks and emergency response vehicles.
- Develop sustainable aftermarket revenue through 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.
- 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.
- Monitor service KPIs including response time, first time fix rate, fleet availability, warranty costs, service profitability, and customer satisfaction.
Key Responsibilities 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.
Key Responsibilities 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.
Key Responsibilities Spare Parts & Aftermarket Business
- Develop strategies to increase aftermarket revenue through AMC, spare parts sales, vehicle refurbishment, equipment upgrades, retrofit projects, and training.
- Forecast spare parts demand and collaborate with Supply Chain to ensure critical inventory availability.
- Minimize equipment downtime through efficient parts planning and logistics.
Key Responsibilities 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.
Key Responsibilities 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.
Key Responsibilities 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.
Key Responsibilities 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.
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