TECHNICAL SALES & CUSTOMER SUPPORT EXECUTIVE Technical Department — Office Based

THE FAB CREW TECHNICAL SERVICES CONTRACTING LLC

TECHNICAL SALES & CUSTOMER SUPPORT EXECUTIVE

Technical Department — Office Based

Dubai, United Arab Emirates | JD-TECH-002 | May 2026

ROLE OVERVIEW

Job Title

Technical Sales & Customer Support Executive

Department

Technical Services

Reports To

Head of Department / Technical Services Engineer

Location

Office Based — DIP 1, Dubai (no site visits required)

Employment Type

Full-Time | Fixed-Term Contract (2 years, renewable)

Working Hours

8 hours/day, 6 days/week (max 48 hrs/week per UAE LabourLaw)

Probation Period

6 months — Federal Decree-Law No. 33 of 2021, Art. 9

Notice Period

Minimum 30 days (as per contract and UAE Labour Law)

Sales Target

Monthly revenue target applies — reviewed quarterly

Salary Range

AED [to be confirmed] per month (basic + performance incentive)

ABOUT THE FAB CREW

The Fab Crew Technical Services Contracting LLC is a fast-growing home and commercial services company based in Dubai Investment Park. We provide AC repair, HVAC maintenance, plumbing, electrical works, renovations, and Annual Maintenance Contracts (AMC) to residential and commercial clients across Dubai. Our customer support team is the heartbeat of our business — the first voice a customer hears and often the reason they come back.

To learn more, visit www.thefabcrew.com.

PURPOSE OF THE ROLE

The Technical Sales & Customer Support Executive is the primary point of contact for all inbound and outbound customer interactions within the technical services division. This role requires a blend of technical literacy, sales skill, and genuine customer care. You will handle enquiries, diagnose issues over the phone, propose solutions, book site visits, follow up on open quotes, and close sales — all while delivering a consistently excellent experience that builds loyalty and drives revenue.

You will be supported by the Head of Department and the Technical Services Engineer, but you are expected to be self-directed, take ownership of your customer pipeline, and meet your monthly sales targets. Previous experience in a similar home services or technical customer support environment is essential.

KEY RESPONSIBILITIES

A. Customer Enquiries & Technical Support

Handle all inbound customer enquiries via phone, WhatsApp, email, and CRM — responding promptly, professionally, and with genuine care. Use your knowledge of AC systems, plumbing, electrical, and general home maintenance to help customers diagnose issues and understand their options. Explain services clearly and confidently — including pricing, timelines, and what to expect from each type of job. Refer complex or specialist technical questions to the Technical Services Engineer when required. Handle customer complaints with empathy, transparency, and a solution-first approach — escalating where necessary.

B. Sales & Quoting

Qualify inbound leads and convert enquiries into booked jobs — working towards your monthly sales revenue target. Prepare and send accurate service quotations using the company's CRM and job management platform. Follow up on all open quotes within agreed timeframes — nurturing prospects to close. Identify upsell and cross-sell opportunities (e.g., AMC upgrades, additional service lines) and present them professionally without being pushy. Achieve and report on monthly sales conversion rates, average job values, and revenue targets.

C. Booking & Scheduling

Book and confirm site visits for the Technical Services Engineer and field technicians, coordinating with operations to ensure the right skills and resources are allocated. Manage rescheduling, cancellations, and last-minute changes with professionalism and minimal disruption to customers or operations. Maintain accurate and up-to-date records of all bookings, customer interactions, and job statuses in the CRM system.

D. Customer Relationship Management

Build lasting customer relationships — proactively following up after job completion to confirm satisfaction and encourage repeat business. Manage AMC customer communications — including service reminders, renewal notifications, and booking coordination. Maintain a personal customer pipeline tracker and take ownership of customer retention within your allocated accounts.

E. Team & Office Collaboration

Work closely with the Technical Services Engineer to ensure all bookings are accurately scoped and time-allocated before confirmation. Collaborate with the operations team on job scheduling, gate passes, and resource coordination. Participate in team briefings, training sessions, and performance reviews — contributing positively to team culture. Support the Head of Department with reporting, data entry, and any operational administrative tasks as required. Cover for colleagues during leave or absence when required, maintaining continuity of service.

QUALIFICATIONS & EXPERIENCE

Education

Diploma or Degree in Business, Sales, Customer Service, or a related field preferred

Industry Experience

Minimum 2 years' experience in a similar customer support or sales role within a home services, FM, or technical services company in the UAE — REQUIRED

Technical Knowledge

Practical familiarity with AC/HVAC, plumbing, electrical, or general home maintenance services — sufficient to diagnose customer issues and describe solutions accurately

Sales Track Record

Demonstrated ability to meet and exceed sales targets in a service environment

CRM / Systems

Comfortable using CRM platforms, job management software, WhatsApp Business, and standard office tools (Google Workspace / Microsoft Office)

Languages

Excellent English (written and verbal) — mandatory. Arabic or other languages are a strong advantage in Dubai's market

Communication

Outstanding verbal and written communication skills — able to adapt tone and style to different customer types

PERSONAL ATTRIBUTES

Customer-first — you genuinely care about the customer experience and it shows in every interaction. Sales-driven — motivated by targets and take pride in converting enquiries into confirmed, satisfied customers. A natural communicator — confident on the phone, clear in writing, and warm in person. Technically curious — you enjoy learning how things work and use that knowledge to help customers. A team player — you collaborate well, communicate proactively, and support your colleagues without being asked. Responsible and self-directed — you manage your time, pipeline, and workload with minimal supervision. Positive under pressure — you remain calm, helpful, and professional even with difficult customers or on busy days. Detail-oriented — your records, quotes, and bookings are accurate, and you rarely make avoidable mistakes.

KEY PERFORMANCE INDICATORS (KPIs)

Performance will be formally reviewed quarterly and annually. The following KPIs form the basis of the performance review for this role:

KPI / Metric

Target / Benchmark

Review Frequency

Weight

Monthly Sales Revenue Target

Meet or exceed AED target (set by HoD)

Monthly

25%

Quote-to-Booking Conversion Rate

≥40% conversion of sent quotes

Monthly

20%

Response Time — Inbound Enquiries

100% of enquiries acknowledged within 2 hours

Weekly

10%

Customer Satisfaction Score

Average ≥4.5/5 on post-service feedback

Monthly

15%

CRM Data Accuracy

≤2% error rate on bookings and customer records

Monthly

10%

AMC Renewal Support Rate

≥85% of AMC renewals supported with timely outreach

Quarterly

10%

Repeat Customer Rate

Month-on-month growth in returning customers

Quarterly

10%

EMPLOYMENT CONDITIONS — UAE LEGAL REFERENCE

Contract Type

Fixed-Term (max 3 years), MOHRE-registered — Federal Decree-Law No. 33 of 2021

Probation

6 months — Art. 9. Terminable without notice by company; 2 weeks' notice by employee

Annual Leave

30 calendar days per year — Art. 29

Sick Leave

15 days full pay, 30 days half pay, 30 days unpaid — Art. 31

Health Insurance

Mandatory DHA Essential Benefits Plan (EBP) — Dubai Law No. 11 of 2013

EOSG

21 days basic salary/year (years 1–5); 30 days/year (beyond 5 years) — Art. 51

Visa

Company-sponsored UAE Employment Visa (MOHRE Tasheel+ GDRFA)

WPS

Salary paid monthly via UAE Wages Protection System (WPS)

To apply, please send your CV to: info@thefabcrew.com

The Fab Crew | SR11, Al Merdas Complex, Street 3, DIP 1, Dubai | +971 4 332 2856 | thefabcrew.com | License 1027323

Work Location: In person