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
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