Aftersales Manager - Earthmoving Equipment

Job Purpose

The Aftersales Manager – Earthmoving Equipment is responsible for leading the complete aftersales operation, covering workshop service, field support, spare parts, warranty, service contracts, and customer support.

The role is accountable for delivering profitable business growth, high machine availability, strong customer satisfaction, and operational excellence, whilst ensuring compliance with Liebherr/OEM standards, AWR policies, and UAE safety requirements.

Job Responsibilities

• Develop and implement the aftersales strategy, annual business plan, budget, and operating targets for service, parts, warranty, and field support operations.
• Manage the aftersales departmental P&L, including revenue, gross margin, operating expenses, manpower costs, capital investment, WIP, invoicing, and collections.
• Lead workshop, field service, parts, warranty, and service support teams to achieve agreed business, operational, and customer experience objectives.
• Ensure effective planning and delivery of preventive maintenance, breakdown repairs, major repairs, machine commissioning, product campaigns, and field service activities.
• Establish service coverage, mobile support capability, and response standards to maximise customer machine uptime across the assigned territory.
• Develop service revenue through maintenance contracts, annual maintenance agreements, extended warranties, component repair programmes, inspections, rebuilds, and other value-added services.
• Establish an effective parts operation covering inventory planning, availability of fast-moving and critical parts, emergency orders, stock turnover, ageing, obsolescence, and parts profitability.
• Review workshop and field service performance, including labour productivity, efficiency, utilisation, turnaround time, first-time fix rates, repeat repairs, and WIP ageing.
• Ensure repair estimates, quotations, work orders, labour recording, parts consumption, and invoicing are accurate, commercially viable, and completed on time.
• Oversee warranty administration, technical claims, product campaigns, failed-parts handling, and recovery of warranty credits in accordance with OEM requirements.
• Maintain strong relationships with key customers and personally manage major escalations, machine-down cases, and service performance concerns.
• Work closely with the Equipment Sales team to support new machine delivery, PDI, commissioning, operator orientation, service contract sales, and customer retention activities.
• Act as the principal aftersales contact with Liebherr/OEM representatives for technical support, training, warranty, parts supply, dealer standards, and operational reporting.
• Develop manpower plans, recruitment requirements, succession plans, and technical training pathways for Team Leaders, Master Technicians, Senior Technicians, and Technicians.
• Ensure employees complete the required OEM technical certifications and maintain appropriate competency levels for the equipment supported.
• Establish and maintain standard operating procedures for workshop operations, field service, breakdown attendance, parts control, warranty administration, customer communication, and job documentation.
• Ensure compliance with workshop and field service safety requirements, including PPE, risk assessments, lockout/tagout procedures, lifting operations, hydraulic pressure safety, environmental controls, and safe equipment handling practices.
• Monitor tools, diagnostic equipment, mobile service vehicles, workshop facilities, and other operational assets to ensure availability, proper utilisation, and maintenance.
• Define and monitor aftersales KPIs, prepare periodic management reports, and implement corrective actions where performance falls below target.
• Drive continuous improvement, digitalisation, and process development initiatives to improve productivity, repair quality, customer communication, cost control, and business profitability.
• Represent the aftersales function during customer reviews, OEM meetings, audits, business planning activities, and management performance reviews.
• Support emergency call-outs, extended working hours, and critical customer requirements when operationally necessary.

Educational Qualifications

• Bachelor's degree in Mechanical Engineering, Automotive Engineering, Industrial Engineering, or a related technical discipline.
• A diploma or equivalent technical qualification may be considered alongside extensive heavy equipment aftersales and leadership experience.
• A postgraduate qualification in Business Management, Operations, or a related field will be an added advantage.

Work Experience

• Minimum of 10 years' experience in earthmoving, construction, mining, or heavy equipment aftersales operations.
• Minimum of 4 to 5 years' experience in a service, aftersales, or product support management position.
• Proven experience managing workshop operations, field service, spare parts, warranty, service contracts, and customer support.
• Demonstrated experience managing departmental budgets, P&L, quotations, WIP, invoicing, cost control, and operational KPIs.
• Experience with Liebherr or comparable heavy equipment brands such as Caterpillar, Komatsu, Volvo CE, Hitachi, JCB, Hyundai, Doosan, SANY, or XCMG will be preferred.
• UAE or GCC heavy equipment market experience will be an added advantage.

Competencies

• Strong commercial and financial acumen, with the ability to manage revenue, profitability, budgets, and cost performance.
• Sound technical knowledge of earthmoving equipment, diesel engines, hydraulic systems, powertrains, electrical controls, undercarriage systems, and diagnostic equipment.
• Strong leadership capability with experience in building, coaching, and managing multidisciplinary service and parts teams.
• Ability to grow the aftersales business through service contracts, parts sales, field service, component repairs, and customer retention programmes.
• Strong workshop, field service, and resource planning capability.
• Good knowledge of parts inventory management, stock availability, turnover, ageing, and emergency-order processes.
• Strong understanding of warranty administration, technical escalation, and OEM claims requirements.
• Ability to manage key accounts, customer complaints, and critical machine-down situations professionally.
• Strong analytical and problem-solving skills, with the ability to interpret operational and financial performance data.
• Excellent negotiation, communication, presentation, and stakeholder management skills.
• Strong safety leadership and understanding of heavy equipment workshop and field service risks.
• Ability to manage multiple priorities and make sound decisions in demanding operational environments.
• Proficiency in DMS/ERP systems, diagnostic platforms, Microsoft Office applications, and business reporting tools.
• High levels of integrity, accountability, customer focus, and commercial judgement.

Certifications and Licences

• OEM technical or product support certification in earthmoving or construction equipment will be preferred.
• Formal training in aftersales management, service operations, leadership, or financial management will be an advantage.
• Safety certifications related to risk assessment, lifting operations, lockout/tagout procedures, or heavy equipment field service will be preferred.
• Valid UAE driving licence required.
• Valid passport and willingness to travel within the UAE and internationally for OEM meetings and training.

Languages

• Excellent written and spoken English required.
• Arabic will be an added advantage.
• Hindi or Urdu will be beneficial for communication with operational teams.