Customer Support Engineer- Commercial Vehicle

Every employee at Al Rostamani Group plays a role in making a real difference to the business and our customers. We care for our employees by offering them meaningful and purposeful work and an opportunity to grow, learn, contribute and succeed. Today, the Al Rostamani Group has come a long way since its birth in 1957. Our group has grown steadfastly with the guiding principles of Commitment, Care & Vision, alongside a strong sense of active involvement in the community. We are a well-diversified group, with a key presence in industries such as General Trading, Automobiles and Heavy Equipment, Travel, Foreign Exchange, Financial Services, Property Management, Construction, Infrastructure Development and Information Technology Services. Our Group employs approximately 2000 people from 41 different nationalities, which contributes to our multicultural and multi-national environment.

United Diesel is specialized in commercial vehicles and is the authorized distributor of Renault Trucks, Tata Motor, Buses and Trucks. It offers complete after Sales Services and provides innovative transport solutions.

Job Purpose

The Customer Support Engineer will be responsible for providing advanced technical support to our customers, ensuring the resolution of complex issues, and maintaining a high level of customer satisfaction. This role requires a deep understanding of our products, excellent problem-solving skills, and the ability to communicate effectively with both technical and non-technical stakeholders

Job Responsibilities

• Technical Support:
• Provide advanced technical support to customers via phone, email, and chat.
• Collaborate with cross-functional teams, including engineering and product management, to resolve customer issues.
• Customer Interaction:
• Act as the primary point of contact for high-priority customer issues.
• Communicate effectively with customers to understand their issues and provide timely updates.
• Ensure a high level of customer satisfaction through professional and empathetic communication.
• Documentation and Knowledge Sharing:
• Create and maintain detailed documentation of customer issues and resolutions.
• Develop and update knowledge base articles to help customers resolve common issues.
• Mentor and train workshop engineers to enhance their technical skills and customer service abilities.
• Product Feedback:
• Gather and analyze customer feedback to identify common issues and areas for improvement.
• Provide detailed feedback to the product development team to help improve product quality and usability.
• Continuous Improvement:
• Stay up-to-date with the latest industry trends and technologies.
  

Job Requirements

• Education:
• Bachelor’s degree in Computer Science, Information Technology, Engineering or a related field.
• Experience:
• Minimum of 3 years of experience in a technical support role, preferably in a senior or lead capacity.
• Technical Skills:
• Strong understanding of commercial vehicles
• Proficiency in resolving complex technical issues.
• Soft Skills:
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Ability to work independently and as part of a team.
• High level of empathy and customer focus.
  

At Al Rostamani Group, we seek talented people who work hard to achieve great things. We consider not only your skills and experience, but also your passion for the role, your desire to learn and how well you align with our core values of care, commitment and vision. If this position represents an opportunity you wish to pursue, we invite you to apply.