Assistant Manager, Quality & Customer Support

Assistant Manager, Quality & Customer Support

Department : Hub MEENA (BP65000)

Job Overview:

UD Trucks is known for our pioneering technologies and products within the commercial automotive industry.

The Assistant Manager, Quality & Customer Support provides operational support to maintain and improve product quality and customer experience across the MEENA region. This role coordinates campaign deployments, tracks field issues, assists in product investigations, and ensures accurate reporting.

Acting under the guidance of the Senior Manager, the role serves as a day-to-day contact point for importers on quality-related matters, ensuring smooth communication and timely documentation.

Key Responsibilities:

Operational Support on Quality Issues:

• Monitor market quality reports and technical feedback channels.
• Follow up with importers and escalate issues when needed.
• Assist in preparing investigation summaries.
  
  

Campaign & Recall Coordination:

• Track service campaign deployments and follow up on progress.
• Coordinate materials and maintain campaign reports
  
  

Customer & Importer Interface:

• Respond to importer queries on technical cases.
• Ensure accurate recording of field complaints.
• Support alignment between importer feedback and internal teams.
  
  

Field Testing Support:

• Coordinate logistics for field test activities.
• Compile data and assist in internal reporting.
  
  

Reporting & Documentation:

• Contribute to Market Quality Reports (MQRs).
• Support failed parts collection documentation.
• Maintain dashboards and reporting files.
  
  

Key Interfaces:

• Importers and customers (MEENA).
• MEENA Service Sales and Parts teams.
• Quality & Warranty teams (GTA and UD Trucks MEENA).
• Internal stakeholders (technical support and campaigns).
  
  

Key Performance Indicators (KPIs):

• Timely coordination of campaigns and documentation.
• MQR accuracy and completeness.
• Responsiveness to importer case follow-ups.
• Effectiveness in coordinating field case inputs.
  
  

Qualifications:Bachelor’s degree in Mechanical/Automotive Engineering or related field

Experience:

• 3–5 years in technical support or quality coordination.
• Experience in the commercial vehicle or automotive aftermarket is preferred.
  
  

Knowledge and Skills Required:

• Understanding of vehicle systems and quality processes.
• Awareness of campaign and recall workflows.
• Proficient in Microsoft Office (Excel, PowerPoint).
• Strong follow-up and organizational skills.
• Effective communicator in English (Arabic is a plus).
  
  

Competencies:

• Team collaboration.
• Accountability.
• Customer orientation.
• Attention to detail.
• Adaptability.
  
  

About UD Trucks

Part of the Isuzu group, UD Trucks is a global leading international commercial vehicle solutions provider headquartered in Japan. At UD Trucks, we are defining the next generation of smart logistics solutions through advanced innovations in automation, electro mobility and connectivity. UD Trucks develops, manufactures and sells a wide range of heavy, medium and light-duty trucks, operating in more than 60 countries across all continents. Our trucks and people go the extra mile for our customers and business partners, day in and day out.

We are an 8,000+ strong team of colleagues with 40 nationalities who bring diversity and passion in delivering our products and services. We trust each other, work collaboratively and embrace change. At UD Trucks, our purpose is Better Life – to make life better for people and the planet. We have developed a culture that promotes:

Diverse and friendly culture – Strong culture of diversity and inclusion, organizing annual events, daily activities and open communication platforms including various internal voluntary networks.

Empowered growth – Global exposure and growth opportunities across functions and countries through internal mobility system and self-driven career opportunities, building a learning organization by enabling self-managed learning supported by the UD Academy.

Flexibility with trust – We continue to fully support both remote working (where and when applicable) and flexible working hours, we actively encourage our colleagues to maintain a good work/life balance. You will have the autonomy and flexibility to split your working time between both our wonderful, modern and equipped HQ and remotely.

Be part of our journey to create Better Life for society, for our customers and for yourself. UD Trucks is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all our colleagues.