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Operations Manager

2 weeks ago


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

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.
Operational Excellence
  • 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.
Requirements
  • 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.
Benefits

As per JAM policy and UAE Labor law.