Service Manager

The ideal candidate will provide and maintain excellent customer service and be the frontline service contact for our external customers.

📍 𝗟𝗼𝗰𝗮𝘁𝗶𝗼𝗻: Southern Region.

🔧 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲:

• 10 years’ experience in Electromechanical /HVAC fields; including 5 years minimum in a managerial role as service manager.

🎓 𝗤𝘂𝗮𝗹𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻:

• B.E./ in electrical /Mechanical Engineering /Associate's degree or equivalent experience.

💪 𝙒𝙝𝙖𝙩 𝙒𝙚’𝙧𝙚 𝙇𝙤𝙤𝙠𝙞𝙣𝙜 𝙁𝙤𝙧:

• Strong leadership and communication skills.
• Proficient in computer systems and documentation.
• Fluency in English & Arabic.
• Willingness to travel and work flexibly (weekends/holidays if needed).
• Excellent written and verbal communication skills
• preferably in a related business sector managing major client relationships preferably in a related business sector managing major client relationships
• Strong analytical and problem-solving skills.
• Highly motivated, competitive and results oriented

🔧 𝗞𝗲𝘆 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀:

• Lead and manage day-to-day service operations, technicians, and workshop activities.
• Build and maintain strong relationships with clients.
• Ensure top-notch service quality, safety, and customer satisfaction.
• Develop and execute service strategies to meet company goals.
• Oversee team training, performance, and development
• Collaborate cross-functionally with Sales and serve as the key liaison to sales and management to ensure consistent customer satisfaction
• Deliver the services Management strategy for Contractual Sites of the assigned assets while ensuring contractual commitments are successfully met.
• Participate and recommend actions to maximize the effective achievement of the Site Contract’s objectives through leading the Site Operations team, by setting individual objectives, managing performance, developing and motivating staff, and providing formal and informal feedback and appraisals in order to maximize the subordinates’ and the business unit’s performance.
• Contribute and assist the Operation Manager in defining an optimum structure for the division so that resources are optimally utilized, and communication takes place in an efficient manner.
• Participate in the budgeting process for the Site Operations business unit and monitor financial performance versus the budget so that the business is aware of anticipated costs/ revenues, areas of unsatisfactory performance and potential areas of cost reduction are identified, and performance improvement opportunities are realized.
• Lead and manage Site Operations while ensuring the planning and allocation of all resources, and the implementation of the appropriate standards and controls to ensure that all activities are carried out in an efficient and effective manner to meet and exceed objectives.
• Monitor SLAs for the portfolio of assets, and ensure that they are aligned to service delivery, customer expectations, and expectations from suppliers / service partners in order to achieve quality service delivery, effective supplier relationship management, and profitability.
• Monitor and control the execution of maintenance contracts, review the preventive and corrective maintenance programs, and supervise the implementation by employees or assigned contractor(s) through reviewing reports and spot-checking as appropriate to ensure the provision of quality maintenance works to the assets/ facilities (including maintenance to BMS, chillers, generators, HVAC, IT, etc.).
• Monitor the process of quotation requests, and the preparation of Purchase Orders and Vendor Contracts, approve same, and ensure that the purchasing process is optimized to guarantee the provision of products/ services to the company/ customer on time and avoid any operational delays.
• Ensure that the Annual Leave Planer is completed to have a holistic view on forecasted leaves and employees’ availabilities throughout the year so as to guarantee that the appropriate resourcing is done and that business operations do not get interrupted.
• Monitor physical and documentation audits being conducted on subcontractors to ensure that work is being conducted properly and that customers are being served with the highest quality standards, and take the necessary actions upon the detection of unreported/ undisclosed variations and/ or poor performance to safeguard the company against any liabilities.
• Ensures operational audits of staff and customers are conducted to gather feedback and monitor satisfaction in order to improve the Site operations and facilities management services.