وظيفة مدير الضمان والصيانة الفنية شاغرة لدى SKM Air Conditioning LLC بالدمام

About the Company

SKM is committed to delivering high-quality HVAC solutions and ensuring customer satisfaction through innovative products and exceptional service.

About the Role

The role involves managing the after-sales warranty team, providing technical support, ensuring quality assurance, and leading a team of HVAC professionals to maintain high standards of customer service and operational efficiency.

Responsibilities

• Customer Service & Complaint Management
• Manage day-to-day activities of the after-sales warranty team to ensure customer satisfaction.
• Ensure complaints are logged, responded to, and resolved within acceptable timeframes.
• Extend necessary support to customers, contractors, and service providers to maintain high satisfaction with SKM products.
• Monitor complaint management system and review status regularly.

• Technical Support & Analysis
• Provide technical support across the complete SKM product range.
• Perform technical analysis of problems in field service operations and factory, recommend resolutions, and prepare technical service reports on failure modes.
• Conduct root cause analysis of failures and communicate preventive actions to Quality, Engineering, and Design teams.
• Guide service teams in resolving complex HVAC equipment problems.

• Warranty & Quality Assurance
• Monitor daily status of outstanding warranty reports and report regularly to SKM Quality Department.
• Validate warranty claims, investigate questionable cases, and recommend corrective actions.
• Review warranty claim reports from customers, analyze component failures, and escalate epidemic cases to Technical Department.
• Ensure obligations and commitments towards products are met during the warranty period.

• Team Leadership & Development
• Recruit, interview, hire, and train HVAC technicians, supervisors, and engineers to meet workload demands.
• Conduct performance appraisals, reviews, and set improvement goals for technicians.
• Organize group and one-on-one meetings for training, evaluation, and communication.
• Recommend technical training for warranty team technicians based on skill gaps.
• Keep training records updated and ensure personnel maintain proficiency in preventive maintenance, troubleshooting, and repair.

• Reporting & Coordination
• Review and verify daily reports from the team before communicating with clients.
• Liaise with Sales Department in case of customer faults in reports before sending to clients.
• Ensure monthly reports are circulated to concerned Sales Departments.
• Prepare and maintain records of field service failures, coordinate with SKM Factory (Quality/After Sales) for corrective actions.

• Customer & Site Engagement
• Meet customers to discuss failures and provide solutions.
• Visit sites to resolve technical and quality issues during installation, commissioning, and handover stages.
• Ensure solutions are provided for equipment-related issues and highlight if problems are system-related.

• Operational Oversight
• Monitor HVAC service vehicles to ensure acceptable condition and adequate inventory of parts/materials.
• Review technicians’ work to ensure compliance with quality standards, techniques, and safety requirements.
• Make recommendations to improve quality and productivity.
• Work with other departmental managers to align with company and departmental goals.

Qualifications

Bachelor degree and 13+ years of relevant experience.

Language Requirements

• English: Fluent written and verbal communication skills are mandatory.
• Arabic: Ability to speak, read, and write Arabic will be considered a strong advantage.