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Senior Service Professional

1 week ago

Dubai, Dubai, United Arab Emirates Juma Al Majid Holding Group L.L.C Full time
Job Summary:
We are seeking a skilled Service Engineer to join our team. As a key member of our operations, you will be responsible for ensuring exceptional customer satisfaction through quality service and precise communication.

Key Responsibilities:
  • Accountable for customer satisfaction through quality of service and precise communication.
  • Accountable for equipment safety and performance.
  • Accountable for selling service repairs.
  • Accountable for resolving customer service quality complaints.
  • Accountable for resolving customers invoicing complaints related to maintenance operations.
  • Accountable for the end-users, the sites and the technicians' safety.
  • Accountable for the delivery of service according to the service contract requirements, the time limits, the quality standards and the local regulations.
  • Accountable for the control of the field operations costs and the profit margin.
  • Accountable for service repairs sales.
  • Accountable for managing the third party inspections visits and follow-up actions.
  • Validates the service contract technical terms with the salesperson.
  • Accountable for supporting the maintenance of any third party equipment coming into the maintenance base.
  • Responsible for helping the call center agent solving technician call out assignment conflicts (priorities & trouble shooters fitter schedule).
  • Accountable for solving and closing the open call outs and reacting in case of stopped equipment and/or safety issues.
  • Accountable for reducing the call outs in his area.
  • Accountable for the timely completion of the planned maintenance visits.
  • Accountable for the planned maintenance scheduling and optimized routing.
  • Responsible for performing site audits.
  • Responsible for investigating accidents and following company policy on evidence custody and internal reporting.
  • Responsible for the control and authorization of overtime.
  • Accountable for the performance of his assigned technicians.
  • Accountable for maintenance technicians motivation and competence development.
  • Accountable for determining and checking technicians' performance objectives.
  • Accountable for communication with his technicians & conducting of the weekly tool box meeting.
  • Accountable for managing technician annual leave, absences and back-up, and call out technician scheduling.
  • Accountable for technician timesheet validation prior to payroll.
  • Accountable for equipment assignment to technician and technician workload balancing.
  • Responsible for defining the technician capacity need and for the technician hiring and selection process.
  • Accountable for defining, authorizing replacement, managing technician's tools, vans, phone and instruments.