Field Service Manager

We are seeking a dedicated Field Service Manager for one of our clients to lead their onsite technical support team in Dubai. In this pivotal role, you will oversee a large group of field engineers, providing them with guidance to deliver exceptional customer service and ensure seamless operations.

As the Field Service Manager , you will be responsible for managing the daily operations of onsite support for infrastructure, audio-visual (AV), and end-user hardware and software issues. Your leadership will enhance customer engagement and satisfaction while ensuring adherence to service metrics and SLAs.

Key Responsibilities

• Leverage team leads to monitor and evaluate the performance of field engineers, providing coaching and feedback as needed.
• Advise and coach team leaders directly or through leadership structures.
• Plan and optimize field engineers’ utilization to maximize efficiency, cost-effectiveness, and quality of service.
• Manage team schedules to align with agreed Service Levels and deliverables.
• Ensure service is delivered in accordance with established Service Quality Plans and Governance Models.
• Establish and maintain robust relationships with internal and external stakeholders.
• Understand and respond to customer needs, striving to provide the best service possible.
• Act as the second level of escalation for field services-related issues.
• Generate reports on service metrics, performance, and customer satisfaction.
• Identify and implement opportunities for process improvement and operational efficiency.
• Implement best practices to enhance the overall effectiveness of field service operations.

Required Qualifications

• Bachelor degree in a technical field related to Information Technology.
• 5-10 years in a similar role, with significant experience in Field Service Management.
• Fluent in Arabic (native) and English.
• ITIL qualified with a strong focus on service improvement.
• Demonstrable experience in leading large virtual teams and managing third-party services.
• Strong background in service management or support within a diverse environment involving incident management and escalation procedures.

Core Competencies

• Excellent people management and communication skills.
• Ability to work under pressure and meet deadlines.
• Strong organizational and reporting skills.
• Self-motivated with a proactive approach to responsibilities.
• Proven problem-solving abilities, focusing on operational efficiency and reliability.
• Strong attention to detail and accountability in managing multiple tasks.