Service Operations Manager

7 days ago


Dubai, Dubai, United Arab Emirates Juma Al Majid Holding Group Full time

Dubai, United Arab Emirates | Posted on 02/21/2025

Job Description
  • Key Responsibilities:
  • Ensure customer satisfaction through quality of service and effective communication.
  • Ensure equipment safety and performance meet high standards.
  • Sell service repairs to maximize revenue.
  • Resolve customer service quality complaints promptly.
  • Resolve customers' invoicing complaints related to maintenance operations.
  • Ensure the end-users, sites, and technicians' safety.
  • Deliver service according to service contract requirements, time limits, AL-ARABIA quality standards, and local regulations.
  • Control field operations costs and profit margins.
  • Sell service repairs effectively.
  • Manage third-party inspections visits and follow-up actions.
  • Validate service contract technical terms with sales personnel.
  • Support maintenance of third-party equipment in the maintenance base.
  • Assist call center agents in resolving technician call-out assignment conflicts.
  • Resolve and close open call-outs and address stopped equipment and safety issues.
  • Reduce call-outs in assigned areas.
  • Complete planned maintenance visits on time.
  • Schedule and optimize planned maintenance.
  • Perform site audits regularly.
  • Investigate accidents and follow company policy on evidence custody and internal reporting.
  • Authorize overtime and control work hours.
  • Evaluate technician performance and provide feedback.
  • Develop and motivate technicians for competence growth.
  • Set technician performance objectives and monitor progress.
  • Communicate with technicians and conduct weekly toolbox meetings.
  • Manage technician annual leave, absences, and back-ups.
  • Validate technician timesheets before payroll processing.
  • Assign equipment to technicians and balance workload.
  • Determine technician capacity needs and participate in hiring and selection processes.
  • Define and authorize replacement of technician tools, vans, phones, and instruments.
Requirements
  • Bachelor's Degree in Engineering is required.
  • A minimum of 5-12 years of experience in the same field is essential.
  • Knowledge of engineering standards and codes of practice is mandatory.
  • Familiarity with contracts and commercial practices is necessary.
  • Team leadership skills are required.
  • Purchasing and sales skills are advantageous.
  • The ability to plan, organize, lead, and monitor team efforts is crucial.
  • Excellent English language skills are a must; Arabic proficiency is an added advantage.

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