Head of Service

Job Description
Lead & Embrace possibilities
An exciting opportunity has arisen for a qualified candidate to join Rolls-
Royce Solutions Middle East FZE in Dubai as Head of Service in the Middle
East. This is a leadership role reporting to the CEO.
As a Head of Service you will be playing a significant role in developing the
service foot print of the company in Middle East and North Africa region,
owning the relationship with service partners and service managers, building
and further developing the service partner network in the region and leading a
diverse service and filed engineering team to drive a high performance culture
and provide high quality services support to our customers across the region.
At Rolls-Royce, innovation is in our DNA.
At Rolls-Royce, we develop integrated power and propulsion solutions and
innovative technologies that keep our customers one step ahead of an ever-
changing world.
Key Accountabilities:
* Measure, analyse and initiate changes to improve customer satisfaction scores across the region and interface from Field to relevant departments in headquarters regarding quality issues, product development, system sales support and parts logistics.
* Provides front end, First Level customer service directly and via Service Partner organization. Provides manpower, expertise and infrastructure in field service to OEM's end users and Service Partner organization.
* Maintain a ‎24/‎7 After Sales Support available to all customers within the Middle East and North Africa.
* Liaison with second level organization in the clearing of warranty and good will issues and coordinate customer demands with multinational affect with the second level after sales organization and the distribution network outside of the area of responsibility and contribute to development of global and regional after sales strategy and after sales product portfolio and plan and carry out audits of Service Partners for effective on boarding process and monitor customer satisfaction and take measures to keep and develop high level of customer satisfaction through Service Partner Network.
* Live the letter and the spirit of the RRPS Integrity code and promote compliance culture by motivating staff to act in accordance with compliance rules.
Qualification/ Experience and Competencies:
* Extensive after sales, distributor network development or business management in the industry at a regional operations leadership profile.
* Strong stakeholder management skills with demonstrated experience in consulting, collaborating with, and influencing across all levels including the senior management both within RRPS and distributors /dealers.
* Demonstrable leadership and coaching skills with the ability to manage a diverse service and field engineering team to drive a high performance culture in region along with roven track record in relationship management and ability to demonstrate strategic thinking, and a significant understanding of business development, sales, commercial, and customer services.
* Bachelor Degree or equivalent degree in field appropriate for the function required with a background in Engineering or Business Administration.
* Analytical thinker with an aptitude for problem solving and experience of using structured change management process for complex change efforts within a function or business unit along with strong experience in program management, process improvement and change management initiatives.
Only candidates who meet with the above requirements will be considered for
this role.
We offer excellent development prospects, along with a competitive salary and
benefits.
Create the performance of the future. At Rolls-Royce we impact the world by
being free to innovate, explore and be brilliant. Our excellence today, builds
on our strong heritage and makes us advance beyond tomorrow.
_ "Our People are Our Power"_
We are an equal opportunities employer. We're committed to developing a
diverse workforce and an inclusive working environment. We believe that people
from different backgrounds and cultures give us different perspectives. And
the more perspectives we have, the more successful we'll be. By building a
culture of respect and appreciation, we give everyone who works here the
opportunity to realize their full potential. So that you can be your best at
work and home, we'll consider flexible working arrangements for everyone, in
any role.
You can learn more about our global Diversity and Inclusion strategy
here
.
Job Category
Service Operations
Posting Date
‎22 Feb ‎2023; ‎00:02