Senior Product Support Manager

About the Role

Top OBDII Automotive Technology Services provides automotive diagnostic tools, vehicle data solutions, technical support and product services for workshops, fleet operators, dealerships and automotive businesses across Qatar.

We are seeking an experienced Senior Product Support Manager to lead our technical product support function. The successful candidate will be responsible for ensuring that customers receive accurate, timely and professional assistance with OBDII diagnostic devices, automotive software, vehicle communication systems and related technical products.

This role combines team leadership, customer support, technical troubleshooting, product knowledge and service improvement. The Senior Product Support Manager will work closely with engineering, sales, operations and product teams to improve customer satisfaction and product performance.

Key Responsibilities

Product Support Leadership: Manage the day-to-day activities of the technical product support team and ensure consistent service quality.

Technical Escalations: Oversee complex customer cases involving diagnostic tools, software compatibility, vehicle communication errors and hardware faults.

Team Management: Recruit, coach and develop product support engineers, technical specialists and customer support staff.

Customer Experience: Ensure customers receive clear technical guidance, timely updates and effective issue resolution.

Support Processes: Develop and improve troubleshooting procedures, escalation workflows, service standards and response targets.

Product Knowledge: Maintain strong knowledge of OBDII protocols, automotive diagnostic systems, vehicle electronics and related software platforms.

Cross-Functional Collaboration: Work with engineering and product teams to report recurring issues, customer feedback and potential product improvements.

Training: Develop technical training materials and deliver product training to support teams, customers and business partners.

Performance Management: Monitor response times, resolution rates, customer satisfaction and other support performance indicators.

Knowledge Management: Maintain product manuals, troubleshooting guides, frequently asked questions and technical documentation.

Quality Assurance: Review support cases to ensure accuracy, professionalism and compliance with company standards.

Reporting: Prepare regular management reports covering support performance, customer concerns, recurring faults and improvement actions.

What We Are Looking For

• Bachelor's degree in Automotive Engineering, Mechanical Engineering, Electrical Engineering, Information Technology or a related field.
• Minimum of 7 years of experience in automotive diagnostics, technical support, product support or after-sales service.
• At least 3 years of experience supervising or managing a technical support team.
• Strong knowledge of OBDII systems, vehicle diagnostics, fault codes and automotive communication protocols.
• Experience supporting automotive hardware and software products.
• Strong troubleshooting and analytical skills.
• Excellent customer service and stakeholder management abilities.
• Experience creating technical documentation and support procedures.
• Strong leadership, coaching and performance management skills.
• Excellent written and spoken English.
• Arabic language skills are an advantage.
• Previous GCC automotive industry experience is preferred.

Preferred Qualifications

• Professional certification in automotive diagnostics or automotive electronics.
• Experience with CAN bus systems and electronic control units.
• ITIL Foundation certification.
• Lean Six Sigma certification.
• Experience with CRM, ticketing or help desk platforms.
• Familiarity with fleet management and telematics systems.
• Experience supporting vehicle diagnostic applications and firmware updates.

الراتب المدفوع: QAR٢١٦٬٠٠٠٫٠٠ لكل عام

موقع العمل: بشكل شخصي