We are
looking for Service Center Managerfor one of
the market leaders in kitchen appliances across the UAE.
The Service Center Manager will be responsible for overseeing all
aspects of the aftersales function, including customer service, technical
operations, spare parts, and AMC growth. This role is critical to increasing
the profitability and revenue of the business while ensuring exceptional
customer satisfaction.
Responsibilities
·Strategic
& Business Development
§Develop and implement strategies to grow aftersales
revenue, including Annual Maintenance Contracts (AMCs), spare parts, and paid
service jobs.
§Drive business development initiatives with
developers, FM companies, and corporate clients to secure long-term service
agreements.
§Design and execute growth plans that directly
impact the service center P&L.
·Operations
Management
§Oversee daily service operations to ensure
efficient, customer-focused delivery.
§Monitor and improve KPI performance: First-Time Fix
Rate (FTF), turnaround time, technician utilization, parts availability, and
customer satisfaction scores.
§Streamline processes from service request to
billing, ensuring SLA adherence and cost efficiency.
§Manage technician teams, including job assignment,
daily planning, performance monitoring, and reviewing service reports.
§Manage escalation cases and ensure timely and
effective resolutions.
§Ensure proper coordination with suppliers regarding
technical support, spare parts, and escalated cases.
§Oversee and manage the service center vehicle
fleet, ensuring availability, proper usage, maintenance, registration,
insurance renewals, and overall compliance.
§Monitor, control, and optimize spare parts
operations, including stock levels, usage tracking, and consumption analysis.
§Ensure timely ordering of spare parts based on
consumption trends, lead times, and forecasted demand to avoid service delays.
§Coordinate with the procurement and warehouse team
to maintain stock accuracy and prevent shortages or overstock situations.
·Team
Leadership & Development
§Lead and motivate customer service and technical
teams; ensure clear roles, accountability, and high performance.
§Build and implement a continuous training and
certification program to enhance technical capability and customer-handling
skills.
§Arrange regular technical training sessions for
technicians to improve skill levels and service quality.
§Create a culture of accountability, service
excellence, and safety.
·Customer
& Supplier Management
§Build strong relationships with clients to enhance
retention and upselling opportunities.
§Manage supplier warranty claims, spare parts
planning, and recovery processes.
§Resolve escalations with professionalism and focus
on long-term trust.
§Maintain strong coordination with suppliers to
ensure timely support and issue resolution.
RequirementsTo be considered for this role you need to meet the following
requirements:
Ã7–12 years of proven experience in service
operations, aftersales management, or business development.
ÃStrong P&L and KPI management experience, with
a track record of increasing revenue and profitability.
ÃDemonstrated success in AMC program development and
growth.
ÃExcellent leadership and people management skills
with experience managing cross-functional teams.
ÃStrong business acumen and negotiation skills.
ÃProficiency with ERP/CRM systems and field service
management tools; advanced Excel/BI exposure is a plus.
ÃValid UAE driving license.
To view other vacancies we
have, please check our website (www.blackpearlconsult.com) and
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Follow the Black Pearl channel on WhatsApp.
Disclaimer: Black Pearl will never ask for money or any
form of charge our candidates just to process or consider their application for
any of our available vacancies. If you happen to receive such a request from
any members of our staff or other individuals claiming to be part of Black
Pearl, please do call our office at +9712 622 55 03 or drop us a message on our
website - www.blackpearlconsult.com.