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Service Engineer
3 weeks ago
Dubai, United Arab Emirates | Posted on 02/21/2025
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 AL-ARABIA 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 solve 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 the weekly toolbox 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.
- Bachelor's Degree in Engineering.
- 5-12 years experience in the 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.
