Work Arrangement:
Hybrid: This role is categorized as hybrid. This means the successful candidate is expected to report to the office three times per week or other frequency dictated by the business.
The Role:
The Field Service Engineering & Product Liability Manager will lead field service engineering activities, product safety investigations, and technical assistance governance across GM Middle East Operations (MEO). The position provides day-to-day leadership for complex technical escalations, dealer support, team capability building, and cross-functional follow-through. This role partners closely with Legal, Engineering, Quality, TAC, and field teams to improve customer satisfaction, product quality, and field performance. Success requires strong ownership, technical judgment, stakeholder alignment, and disciplined execution to drive timely case closure and sustained field improvements.
What You’ll Do:
- Lead the regional response to complex TAC and field technical escalations and ensure disciplined follow-up until closure.
- Lead product safety and liability investigations from intake through closure, including field visits, evidence gathering, technical review, and final reporting.
- Partner with Platform Engineering and Quality to move issues from symptom identification to root cause and corrective action, leveraging PIRs, repeat cases, and field observations to identify emerging trends early
- Build clear fact patterns on thermal incidents, crashes, and other product-related cases and ensure early engagement of the right stakeholders.
- Interview customers or dealer personnel when required and ensure information is captured professionally and completely.
- Prepare investigation reports with strong technical logic, clear observations, high-quality documentation, and practical recommendations.
- Establish and maintain governance routines (KPIs, case trackers, escalation meetings, action tracking) and coach the team to strengthen capability, consistency, and accountability.
Your Skills & Abilities:
- Bachelor’s degree in Mechanical Engineering (or equivalent).
- 8–10 years professional experience in automotive technical service (or similar), including at least 5 years of hands-on technical experience on GM vehicles.
- Strong depth in automotive technology, engineering principles, field diagnostics, and service practices.
- Demonstrated ability to manage complex technical cases, sensitive investigations, and cross-functional escalations with discipline and sound judgment.
- Strong stakeholder management capability across internal functions, field teams, and dealer partners.
- Ability to simplify complex technical topics and communicate clearly to different audiences.
- Arabic language proficiency (spoken and written) is mandatory
What Will Give You A Competitive Edge:
- Engineering degree with automotive specialization.
- MBA (or equivalent) is an added value.
- Experience leading governance routines such as KPI reviews, operational follow-up cadences, and escalation meetings.
