WhiteWater makes products, but we are a service business at our heart, which means we are a people business. In this way, we excel and create value for our clients by listening to their needs, collaborating to develop solutions, problem-solving and attending to the details. Our culture, as you would expect, reflects these traits. We are a diverse group of experts, from creative designers to talented engineers. Whatever expertise we bring from all over the world, we listen and learn from each other because we are aligned with a clearly understood purpose. Together, we create fun for families globally.
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Position: Performance Services Specialist Department: Performance Services Reports to: Performance Services Manager (MEI) Location: Dubai, UAE
Purpose:
Responsible for the active management of warranty projects within established schedules, budgets and quality. This will be 50% of the daily responsibilities. The remaining 50% of the position will be responsible to assist project managers for aftersales in the execution of all projects related administrative tasks. The percentage may vary at times, depending on the workload of the Performance Services group.
Essential Responsibilities:

• Supporting the work group with onsite presence
• Manage warranty projects concurrently with a focus on maximizing quality control and limiting time on site.
  • Create warranty case files, setting warranty budgets and adhering to set budgets.
  • Create project scope of work, when onsite services are required.
  • Create schedules for onsite services on all warranty projects.
  • Review completed work with customer and obtain signed Completion of Onsite Services form.
• Collaborate with internal functional groups as needed for project execution using appropriate tools and processes such as CRM and Jira.
• Executing Root cause analysis on warranty cases via use of the NCR App with effective use of samples, photos, research and coordination with functional experts within the organization.
• Project lessons learned reports which can be fed back into the performance services management for adjustments.
• Managing all procurement activities, such as reviewing purchase orders, approving vendor invoices, ensuring vendors timely payment
• Monitoring/managing the warranty progress of field supervisors activities on the project job site.
• Assisting the Performance Services manager in project execution and coordination with client.
• Maintaining a customer intimate focus and providing Wow that made my day experiences.
• Ensuring that all company project policies and KPIs are maintained.
• Updating the Project Management and MEI Management team on project variances from established schedules and budgets, in a timely fashion.
• Developing a well-rounded knowledge of products and installation requirements.
• Setting up and maintaining all project records in project binder and digitally.
• Usage of Non-Compliance Reporting (NCR)/Opportunity for Improvement (OFI) procedures.
• Contributes to a culture of development/sustenance of Continuous Improvement and Lean philosophies.
• Define and align goals with departmental goals and ensure regular performance feedback is completed through performance feedback and goal setting program.
• Flexibility in Working hours with a focus on MEI region only.

Qualifications and Experience:

• A minimum of 5 years experience in a similar role with 5-Star hospitality industry.
• 3-5 years experience in a technical role or has been involved within a management role.
• 2 years experience with fire and Life safety is preferred.
• Complete understanding of Microsoft Office (Word, Excel, Outlook, PowerPoint, Project Pro etc.) required.
• Previous experience with the use of SharePoint is an asset.

Competencies, Skills and Abilities:

• Continuous improvement of self and the team through internal and online training.
• Maintain and follow best practices for operations including Customer Service, Quality, Lean Management and Safety
• Demonstrate professional behavior with internal and external stakeholders.
• Proactive, detail oriented and exceptional analytical skills.
• Build trust and maintain mutual respect, cooperation, and consideration.
• Ability to work independently and as a team, self-starter and energetic.
• Ability to work in a team or matrix environment is required.
• Ability to develop and maintain effective internal and external working relationships with all levels in the organization.
• Excellent time management, organization and priority defining skills.
• Flexible to work with various time zones in a global organization.
• Exceptional English language skills - ability to listen, communicate (oral and written) and collaborate.
• Arabic/Urdu/Hindi is desirable.

WhiteWater is proud to be an equal opportunity employer. We celebrate the diversity of all employees and applicants and are strongly committed to creating an inclusive environment.
We thank all the candidates who took the time and energy to apply. Given the volume of applications, it makes responding personally to each applicant difficult, but please know we are grateful for your interest. We look forward to connecting with you through this search or future ones. All the best in your job search.