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 call out 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 JAM policy and UAE Labor law
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