Service Operations Manager – Dubai, UAE

Role Summary:
The Service Operations Manager manages the teams responsible for the Service,
Repairs and Modernizations. S/He will coordinate all aspects of service
operations for support teams to ensure their best performance while also
providing an excellent service to satisfy customers expectations.
Position Location: Dubai, UAE
Business Industry: Elevators, Escalators and Moving Walkways
Main Duties and Responsibilities:
* Supervise Service Field Managers, Engineers, Coordinators, Call Center and employees by providing direction and training, and communicating company policies, procedures and objectives.
* Visit job sites and performs quality audits to ensure that route work is being completed efficiently.
* Identify issues that could potentially affect the overall reliability of the equipment.
* Provide feedback and recommendations for the improvement of future installations.
* Use accounting reports to review route management and callbacks and make the necessary changes to improved profitability.
* Study the faulty units and put the appropriate action plans to reduce call backs.
* Maintain the repair backlog healthy by completing the repairs and producing enough opportunities.
* Provide technical input to sales staff on the scope of work and materials needed to bid repair work.
* Work with branch manager and service sales managers to address customers' needs.
* Administer parts program for contract service and repair to meet budget expectations and customer satisfaction.
* Inspect New installation projects with regards to final hand over protocol and takeover of new units.
* Comply with the Company's HSE policies & procedures.
* Prepare various reports requested by high management.
* Study Manpower requirement of the branches and make the required transfers as needed.
* Lead the environmental, health, and safety program in service field team and ensure all employees get adequate safety trainings.
* Develop talent within the team by providing guidance, ongoing feedback, coaching and development opportunities to individuals to enable achievement of the defined goals.
* Adhere to all safety and compliance rules of the company and perform safety audits.
Education and Experience:
* Bachelor's Degree in Electrical/ Mechanical Engineering or any related field.
* Minimum of ‎5 years in the elevator industry.
* Previous experience in field service operations is required.
* Operations management/supervisory experience is a must.
Required Knowledge, Skills, Abilities and Personality Attributes:
* Deep mechanical/electrical reasoning & comprehension skills.
* Strong knowledge of Elevator engineering/technical aspects, project management, repairs, troubleshooting and modernization processes.
* Excellent customer service, operation management, customer complaint resolution & conflict resolution skills.
* Strong Leadership skills, People Management, Coaching and Mentoring skills.
* Self-motivated capable of managing many key projects simultaneously.
* Business acumen and a passion for customer service.
* Good understanding of EN and other relevant industry standards.
* Excellent customer service, operation management, customer complaint resolution & conflict resolution skills.
* Excellent written and oral communication skills in English.
* Good MS Office computer skills.