Service Operations Manager

2 weeks ago


Dubai, Dubai, United Arab Emirates Talent Pal Full time

Role Summary:

The Service Operations Manager manages the teams responsible for the Service, Repairs and Modernizations.

S/He will coordinate all aspects of service operations for support teams to ensure their best performance while also providing an excellent service to satisfy customers expectations.


Position Location:
Dubai, UAE

Business Industry:
Elevators, Escalators and Moving Walkways

Main Duties and Responsibilities:

  • Supervise Service Field Managers, Engineers, Coordinators, Call Center and employees by providing direction and training, and communicating company policies, procedures and objectives.
  • Visit job sites and performs quality audits to ensure that route work is being completed efficiently.
  • Identify issues that could potentially affect the overall reliability of the equipment.
  • Provide feedback and recommendations for the improvement of future installations.
  • Use accounting reports to review route management and callbacks and make the necessary changes to improved profitability.
  • Study the faulty units and put the appropriate action plans to reduce call backs.
  • Maintain the repair backlog healthy by completing the repairs and producing enough opportunities.
  • Provide technical input to sales staff on the scope of work and materials needed to bid repair work.
  • Work with branch manager and service sales managers to address customers' needs.
  • Administer parts program for contract service and repair to meet budget expectations and customer satisfaction.
  • Inspect New installation projects with regards to final hand over protocol and takeover of new units.
  • Comply with the Company's HSE policies & procedures.
  • Prepare various reports requested by high management.
  • Study Manpower requirement of the branches and make the required transfers as needed.
  • Lead the environmental, health, and safety program in service field team and ensure all employees get adequate safety trainings.
  • Develop talent within the team by providing guidance, ongoing feedback, coaching and development opportunities to individuals to enable achievement of the defined goals.
  • Adhere to all safety and compliance rules of the company and perform safety audits.


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