Job Description

Customer relationship management

. 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

Service 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 centre agent solving technician callout assignment conflicts (priorities & trouble shooters fitter schedule)

. Accountable for solving and closing the open callouts and reacting in case of stopped equipment and/or safety issues

. Accountable for reducing the callouts 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

. People management / Leadership

. 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 to his technicians & conducting of the weekly tool box meeting

. Accountable for managing technician annual leave, absences and back-up, and callout technician scheduling

. Accountable for technician timesheet validation prior to payroll

. Accountable for equipment assignment to technician and technician workload balancing

. Responsible of 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

Requirements

· Bachelor's Degree in Engineering

· 5-12 years experience in the same field

· Engineering standards and codes of practice

· Contract and commercial knowledge

· Negotiation skills

· Team leadership

· Computer skills

· Planning skills

· 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 UAe law