Service Manager

Black & Grey HR is representing a global leader in precision machinery and tools for the jewelry manufacturing sector in Dubai UAE. Renowned for innovation quality and customer-focused solutions the company is seeking a Service Manager to lead its after-sales service operations and ensure reliable technical support strong customer relationships and efficient service delivery across the UAE.

Key Responsibilities

Lead the complete after-sales service cycle including equipment installation commissioning preventive maintenance breakdown support warranty handling paid repairs and AMC services. Plan and deploy service engineers based on technical expertise location urgency workload and SLA requirements. Oversee service requests from initiation to closure ensuring timely updates accurate documentation service reports customer approvals and proper case tracking through Zoho/CoreLink. Serve as the senior escalation point for key customers resolving complex technical concerns and coordinating with OEMs when specialist support is required. Drive AMC renewals warranty claims paid-service opportunities and overall service revenue while maintaining control over operational costs. Coordinate with Sales Procurement Inventory Finance Logistics and OEM partners to ensure spare-parts availability smooth handovers and timely billing. Lead mentor and develop service engineers and coordinators through training performance reviews cross-skilling and effective workforce scheduling. Establish service standards conduct root-cause analysis improve first-time-fix rates and reduce repeat service visits. Ensure all service activities comply with safety requirements contractual commitments company policies and applicable regulations. Prepare regular service performance reports covering KPIs SLA adherence customer issues revenue costs resource requirements and operational risks.
Requirements
- Bachelors degree or Diploma in Mechanical Electrical Electronics Mechatronics Industrial Engineering or a related technical field.
812 years of experience in after-sales service preferably within industrial machinery technical equipment automation laboratory equipment or similar sectors. Minimum 35 years in a Service Manager Service Head or senior service leadership position ideally managing multi-location technical teams. Strong exposure to SLA management AMC and warranty contracts spare-parts coordination service costing and operational budget control. Experience with CRM/service management platforms and strong MS Excel reporting skills; familiarity with Zoho CRM Zoho Creator or CoreLink is an advantage. Excellent English communication skills; Arabic Hindi or Urdu would be an added advantage. UAE market experience and a valid UAE driving license are preferred. Strong leadership team management and people-development capabilities. Customer-focused approach with confident escalation handling and negotiation skills. Strong analytical and problem-solving abilities with a KPI-driven mindset.
Benefits
- Salary Benefits Required

Skills:

Preferably a Bachelors degree in Business Marketing Engineering or related disciplines. A proven track record in business development sales or marketing coupled with an extensive network within the UAEs MEP consulting lighting design specifier and real estate development communities. Exceptional communication negotiation and relationship-building skills. In-depth knowledge of LED lighting products and their diverse applications A self-starter attitude driven by results and capable of autonomous work. Familiarity with UAE construction and lighting industry norms and regulations.