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 WalkwaysMain 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 Companys 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:

• Bachelors 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.

This job has been sourced from an external job board.
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