Description
Purpose of the Role
This role is responsible for the in-country delivery of Vertivs service operations across both Power Train and Thermal Chain product lines. Operating within the new functionally aligned EMEA model this role acts as the local execution lead ensuring alignment with centralized functional standards while delivering exceptional customer service across UAE. This role bridges the gap between EMEA-wide functional leadership and local market execution ensuring that global standards are implemented effectively within the UAE operating environment.
Customers
Internal: Sales Admin Training department Marketing Product & Solutions Team
External: Customers Suppliers Subsidiaries Distributors
Functional Alignment EMEA Services (Dotted line to Functional Leads)
Key Responsibilities
- Lead end-to-end service delivery for Powertrain (UPS batteries power distribution) and Thermal Chain (precision cooling chillers) in UAE
- Ensure all service activities meet EMEA-defined standards processes and quality benchmarks
- Manage contract and non-contract service execution ensuring SLA compliance
- Coordinate with centralized Scheduling & Dispatch to optimize local engineer deployment
- Drive preventive and corrective maintenance programmed execution
- Operate within the functionally aligned EMEA model taking directions from central functional leads (Power Train Thermal Chain Technical Support Remote Services)
- Implement standardized processes tools and reporting frameworks as defined by Central Service Support
- Participate in EMEA governance cadences and performance review cycles
- Ensure local compliance with EMEA-wide service policies and standards
- Serve as the primary service escalation point for key customers in UAE
- Drive customer satisfaction (CSAT) and Net Promoter Score (NPS) improvements
- Support commercial teams with technical service expertise for contract renewals and new business
- Manage customer communication during critical incidents and escalations
- Lead coach and develop the local field service engineering team
- Work with Technical Support & Training function to ensure engineers maintain required certifications and competencies
- Drive a culture of safety quality and continuous improvement
- Manage local recruitment onboarding and performance management in partnership with HR
- Coordinate with the centralized Material & Logistics function to ensure parts availability in UAE
- Manage local forward stocking locations and inventory accuracy
- Support customs compliance and cross-border logistics requirements specific to UAE
- Support the adoption and growth of Remote Service & Support capabilities locally
- Ensure customer site connectivity and remote monitoring readiness
- Drive reduction in unnecessary on-site dispatches through remote-first resolution
- Ensure full compliance with Vertiv HSE standards and UAE regulatory requirements
- Drive zero-harm culture across all field operations
- Manage incident reporting investigation and corrective actions
Experience / Skills / Other
#LI-JF1
Required Experience:
Manager
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