Job Description

Customer relationship management

  • 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


  • 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.

BenefitsAs per JAM policy and UAE Labor law

Job Overview
Job Posted:
1 hour ago
Job Expire In:
3w 3d
Job Type
Full Time
Job Role
5+ Years