Technical & Service Manager

The Technical & Service Manager owns the after-sales experience for Maplejet in the Middle East Region and Partners. The role builds the technical capability of our agents and distributors, delivers direct support to local UAE end users, and ensures every installed printer achieves maximum uptime and customer satisfaction. The position bridges customers, distributors, sales, and PMU.Key ResponsibilitiesA. Agent & Distributor Technical Enablement

• Train and certify distributor engineers on installation, operation, preventive maintenance, troubleshooting and repair of Maplejet printers.
• Co-ordinate to develop training materials, service manuals, quick-reference guides, fault-code libraries and video content.
• Act as second-level technical support for distributors; escalate complex cases to PMU with clear root-cause data.
• Assess distributor service capability (skills, tools, spare-parts stock) and define improvement plans.
• Support onboarding of new distributors with technical audits, demo-unit setup and commissioning guidance.
• Define service-level standards (response time, resolution time, spare-part availability) and monitor distributor performance against them.B. Local UAE End-User Service
• Provide direct installation, commissioning, operator training and on-site support for UAE customers.
• Manage the service request process: log, prioritise, dispatch, track and close cases within agreed SLAs.
• Conduct preventive maintenance visits and periodic line audits to reduce downtime and consumable waste.
• Support pre-sales with technical site surveys, print-quality trials, sample coding and application feasibility checks (substrates, line speed, print distance, ink selection).
• Support software and integration needs, including label/message editing, database or ERP/PLC connections and third-party software
• Handle technical complaints professionally, lead root-cause analysis and follow through to customer satisfaction.C. Service Contracts & Aftermarket Business
• Design, promote and administer service contracts (preventive maintenance, annual service, extended warranty, priority response) for end users and distributors.
• Grow aftermarket revenue: spare parts, service kits, consumables (inks, solvents, cleaners) and upgrades.
• Forecast and manage spare-parts and consumables inventory for the UAE and distributor demand.
• Track warranty claims, returns (RMA) and repair turnaround; ensure accurate documentation and cost control.D. Quality, Reporting & Continuous Improvement
• Maintain a service database: installed base, service history, failure analysis, MTBF and repeat-fault trends.
• Report monthly KPIs: response and resolution time, first-time-fix rate, downtime, customer satisfaction, service-contract renewals and aftermarket revenue.
• Feed field insights back to Sales and PMU on reliability, design improvements and new application needs.
• Ensure compliance with safety, ink handling (SDS) and environmental requirements.E. Cross-Functional Collaboration
• Work closely with Sales and Business Development on customer visits, demos, tenders and key-account retention.
• Coordinate with logistics and the factory on spare-parts shipments, customs documentation and warranty replacements.
• Support marketing with technical content, case studies and trade-show demonstrations.Qualifications & ExperienceEssential
• Bachelor's degree or diploma in Electrical, Electronics, Mechatronics or a related field.
• 5–8+ years in technical service or field support for industrial coding and marking (CIJ, TIJ, thermal transfer, laser or large-character inkjet) or comparable industrial printing/packaging equipment.
• Hands-on skills in troubleshooting printheads, ink systems, electronics, sensors/encoders and PLC/line integration.
• Experience training or managing technicians and external partners.
• Strong customer-facing communication in English; Arabic and/or other regional languages is an advantage.
• Valid UAE driving licence; willingness to travel within the UAE and to distributor markets. Preferred
• Experience supporting distributor/agent networks across the GCC, Africa or Asia.
• Knowledge of food, beverage, pharma and other industries production environments and their coding regulations.
• Experience building service contracts and aftermarket programmes.
• Proficiency with CRM or ticketing systems and Microsoft Office.Key Competencies
• Technical depth with a practical, problem-solving mindset
• Customer focus and ownership under pressure
• Ability to teach and develop others
• Commercial awareness (aftermarket revenue and contract value)
• Structured reporting and process discipline
• Cross-cultural communication and partner managementKey Performance Indicators (KPIs)
• Average response time and resolution time against requests or SLA
• First-time-fix rate and machine uptime
• Number of distributor engineers trained and certified
• Service contract sales and renewal rate
• Aftermarket revenue (spares and consumables)
• Customer satisfaction score and complaint closure time