Lead Expert – Fire Fighting

Location: Qatar
Employment Type: Full-Time

We are looking for an experienced Lead Expert – Fire Fighting to lead and manage the Fire Alarm Fire Fighting and ELV teams. The successful candidate will be responsible for technical leadership team performance customer support quality management service delivery and coordination with Sales and other internal teams.

• Oversee the day-to-day operations of the Fire Alarm Fire Fighting and ELV teams.
• Lead mentor and develop technical team members.
• Conduct staff reviews and ensure adherence to company procedures policies and objectives.
• Manage and control departmental budgets.
• Act as the primary point of contact for technical escalations and resolve complex customer issues.
• Supervise Fire Alarm Fire Fighting and ELV personnel including recruitment performance evaluations and disciplinary actions where required.
• Track team SLAs workflows and performance against agreed targets.
• Manage and report on incoming technical support requests.
• Ensure customer inquiries and technical issues are resolved accurately promptly and professionally.
• Assist in developing team KPIs and monitor and report performance against established targets.
• Monitor team performance and prepare monthly performance reports.
• Implement preventive measures to minimize recurring customer faults and technical issues.
• Analyse service/case trends to identify recurring issues and implement corrective and preventive actions.
• Prepare technical and commercial quotations as required.
• Support the Sales team with tender requirements technical inputs and resource estimations.
• Develop and implement policies and procedures to ensure quality timely and efficient customer-oriented services.
• Collaborate effectively with other departments to improve profitability productivity service quality and overall customer experience.
• Build and maintain strong professional relationships with customers.
• Audit customer accounts and service records to ensure the accuracy of information.
• Ensure maintenance and service quality comply with manufacturer O&M manuals and recommended standards.
• Complete required training programs provided by manufacturers industry associations and the company.
• Train technical staff on relevant and selected technical topics.
• Implement and maintain the company's Quality Management System (QMS).
• Perform other duties and responsibilities as assigned by management.

• Bachelor's degree or diploma in Fire Protection Fire Engineering Electrical Engineering Mechanical Engineering or a related field.
• Significant experience in Fire Alarm and Fire Fighting systems preferably with exposure to ELV systems.
• Proven experience in a technical leadership supervisory or managerial role.
• Strong experience in team management customer support technical troubleshooting and service operations.
• Experience with SLA/KPI management technical escalations quotations and tender support.
• Good understanding of fire protection systems maintenance requirements and manufacturer O&M standards.
• Experience with quality management systems and continuous improvement.
• Fluency in both English and Arabic is mandatory.
• Strong written and verbal communication skills in Arabic and English with the ability to communicate effectively with customers technical teams and internal stakeholders.
• Strong leadership customer relationship management and problem-solving skills.
• Relevant certifications/training in fire protection fire alarm ELV or related systems will be an advantage.
• Qatar/GCC experience will be preferred.