Technical Support & Key Account Manager

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You will act as the technical and operational reference for the Africa and Middle East - AME region, combining deep product expertise with direct support to key accounts. You’ll lead a team of specialists, ensure service readiness, and work closely with strategic customers to deliver tailored solutions and exceptional service experiences.

Responsibilities

• Act as the AME Technical Expert Centre (TEC) for the Trucks product range.
• Support the AME Customer & Product Support Manager and Service Zone Managers on all technical matters.
• Lead and coordinate the Level 2 Technical Help Desk (THD) team, ensuring timely and accurate resolution of ASiST tickets.
• Provide advanced technical support to dealers, importers, and key accounts, including issue diagnosis, repair solutions, and spare parts identification.
• Manage all electronics-related requests (ECU programming, retrofits, configuration changes) for CBU and CKD vehicles.
• Oversee the recharge process for diagnostic tool credits across the dealer network.
• Escalate unresolved technical issues to Quality Level 3 and ensure continuous follow-up.
• Liaise with the Quality Department to report and monitor critical product issues in the AME region.
• Support the implementation of Product Improvement Programs (PIPs) in collaboration with Area Technical Service Managers.
• Ensure dealer network service readiness by securing availability of technical documentation, special tools, and diagnostic equipment.
• Act as a key trainer and reference point for diagnostic tools and systems.
• Act as Key Account Manager for strategic customers in the AME region, providing direct technical and operational support.
• Coordinate with internal stakeholders (Sales, Quality, Engineering, Parts) to ensure alignment on customer needs and expectations.
• Monitor and improve service performance for key accounts, ensuring high levels of satisfaction and long-term partnerships.
• Support the preparation and execution of technical aspects in tenders and fleet deals.

What We’re Looking For

• Qualification in mechanical engineering or a related technical field.
• Fluency in Italian and English (mandatory); French, and Arabic are a plus.
• Strong knowledge of truck aftersales operations and product electronics.
• Experience with ECU programming and electronic systems.
• Proficiency in MS Office and diagnostic platforms.
• Experience in team management and customer relationship handling.
• Workshop experience is highly appreciated.

Preferred Tools & Systems

• eTIM (technical literature)
• IWD (diagnostic tool management)
• RSS (Teleservices)
• Power (parts catalogue)
• Strong leadership and team coordination skills
• Self-motivated with excellent planning and organizational abilities
• Customer-focused with excellent interpersonal and communication skills
• Proactive, autonomous, and solution-oriented
• Willingness to travel across the AME region
• Strong relationship management and negotiation skills with key customers

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Customer Service

Industries

• Motor Vehicle Manufacturing