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

• Bachelor’s degree or Diploma in Mechanical, Electrical, Electronics, Mechatronics, Industrial Engineering, or a related technical field.
• 8–12+ years of experience in after-sales service, preferably within industrial machinery, technical equipment, automation, laboratory equipment, or similar sectors.
• Minimum 3–5 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