Customer Care Manager – Technical Support (Dubai)

About the role

The Customer Care Manager will act as the primary liaison between customers and the after‑sales team, ensuring rapid and effective resolution of technical issues throughout the equipment warranty and lifecycle. Based in Dubai, you will coordinate emergency support, troubleshooting, and maintenance activities while upholding Health, Safety, Security & Environmental standards.

Key responsibilities

• Receive, filter, and prioritize customer calls, providing technical assistance or routing requests in line with HSS&E standards.
• Create Service Requests, track progress with the Planning team, and drive non‑conformities to closure via the SINCRO system.
• Support Field Service Engineers on‑site and ensure all required Sales and Service Orders are generated and aligned.
• Prepare and deliver technical reports to customers and coordinate audits such as Diagnostic Visits, ECO audits, and line audits.
• Organise routine line maintenance, emergency interventions, and warranty‑related actions.
• Set objectives, coach, and supervise the support team, ensuring adherence to procedures.
• Maintain regular communication with Supply Chain, Sales & Marketing, and other stakeholders.

Required profile

• Bachelor’s degree or equivalent.
• Fluent in English, Arabic and French (written and spoken).
• Minimum 5 years of experience in after‑sales support or production plant environments.
• Strong communication skills and ability to interact with all organisational levels.
• Highly responsive, autonomous, and capable of multitasking in a fast‑paced setting.

Required skills