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Operations Manager
2 weeks ago
Juma Al Majid Holding Group LLC seeks a highly skilled Service Delivery Specialist to join its team. The successful candidate will be responsible for overseeing service delivery operations, ensuring customer satisfaction, and maintaining equipment safety and performance.
Responsibilities- Deliver high-quality service that meets customer expectations.
- Maintain equipment safety and performance standards.
- Sell service repairs to customers.
- Resolve customer service quality complaints in a timely manner.
- Address customers' invoicing complaints related to maintenance operations.
- Ensure safe working conditions for end-users, sites, and technicians.
- Deliver service according to service contract requirements, time limits, AL-ARABIA quality standards, and local regulations.
- Control field operations costs and maintain profit margin.
- Manage third-party inspections visits and follow-up actions.
- Validate service contract technical terms with salesperson.
- Support maintenance of third-party equipment coming into the maintenance base.
- Assist call centre agent in resolving technician callout assignment conflicts.
- Solve and close open callouts and respond to stopped equipment and/or safety issues.
- Reduce callouts in area.
- Ensure timely completion of planned maintenance visits.
- Schedule and optimize planned maintenance routes.
- Perform site audits.
- Investigate accidents and adhere to company policy on evidence custody and internal reporting.
- Authorize and control overtime.
- Evaluate performance of assigned technicians.
- Develop maintenance technicians' motivation and competence.
- Determine and check technicians' performance objectives.
- Communicate with technicians and conduct weekly tool box meetings.
- Manage technician annual leave, absences, and back-up, and call-out technician scheduling.
- Validate technician timesheets prior to payroll.
- Assign equipment to technicians and balance workload.
- Define technician capacity needs and participate in technician hiring and selection process.
- Define, authorize, manage technician tools, vans, phone, and instruments.
- Bachelor's Degree in Engineering.
- 5-12 years experience in same field.
- Engineering standards and codes of practice.
- Contract and commercial knowledge.
- Team leadership.
- Procurement and selling skills.
- Ability to plan, organize, lead, and monitor team efforts to their successful completion.
- Excellent in English Language, Arabic would be an advantage.
As per JAM policy and UAE Labor law.
