Accountable for customer satisfaction through quality of service and precise communication
Accountable for equipment safety and performance
Accountable for selling service repairs
Accountable for resolving customer service quality complaints
Accountable for resolving customers invoicing complaints related to maintenance operations
Service operations
Accountable for the end-users, the sites and the technicians safety
Accountable for the delivery of service according to the service contract requirements, the time limits, the AL-ARABIA quality standards and the local regulations
Accountable for the control of the field operations costs and the profit margin
Accountable for service repairs sales
Accountable for managing the third party inspections visits and follow-up actions
Validates the service contract technical terms with the salesperson
Accountable for supporting the maintenance of any third party equipment coming into the maintenance base
Responsible for helping the call centre agent solving technician callout assignment conflicts (priorities & trouble shooters fitter schedule)
Accountable for solving and closing the open callouts and reacting in case of stopped equipment and/or safety issues
Accountable for reducing the callouts in his area
Accountable for the timely completion of the planned maintenance visits
Accountable for the planned maintenance scheduling and optimized routing
Responsible for performing site audits
Responsible for investigating accidents and following company policy on evidence custody and internal reporting.
Responsible for the control and authorization of overtime
People management / Leadership
Accountable for the performance of his assigned technicians
Accountable for maintenance technicians motivation and competence development
Accountable for determining and checking technicians performance objectives
Accountable for communication to his technicians & conducting of the weekly tool box meeting
Accountable for managing technician annual leave , absences and back-up, and call out technician scheduling
Accountable for technician timesheet validation prior to payroll
Accountable for equipment assignment to technician and technician workload balancing
Responsible of defining the technician capacity need and for the technician hiring and selection process
Accountable for defining, authorizing replacement, managing technician’s tools, vans, phone and instruments
Requirements
Bachelor’s Degree in Engineering
5-12 years experience in the same field
Engineering standards and codes of practice
Contract and commercial knowledge
Negotiation skills
Team leadership
Computer skills
Planning skills
Procurement and selling skills
Ability to plan, organize, lead, and monitor team efforts to their successful completion
Excellent in English Language, Arabic would be an advantage.
