Service Operations Manager
6 months ago
**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.
**Education and Experience**:
- Bachelor’s Degree in Electrical/ Mechanical Engineering or any related field.
- Minimum of 5 years in the elevator industry.
- Previous experience in field service operations is required.
- Operations management/supervisory experience is a must.
**Required Knowledge, Skills, Abilities and Personality Attributes**:
- Deep mechanical/electrical reasoning & comprehension skills.
- Strong knowledge of Elevator engineering/technical aspects, project management, repairs, troubleshooting and modernization processes.
- Excellent customer service, operation management, customer complaint resolution & conflict resolution skills.
- Strong Leadership skills, People Management, Coaching and Mentoring skills.
- Self-motivated capable of managing many key projects simultaneously.
- Business acumen and a passion for customer service.
- Good understanding of EN and other relevant industry standards.
- Excellent customer service, operation management, customer complaint resolution & conflict resolution skills.
- Excellent written and oral communication skills in English.
- Good MS Office computer skills.
This job has been sourced from an external job board.
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