Black & Grey HR is representing a global leader in precision machinery and tools for the jewelry manufacturing sector in Dubai UAE. Renowned for innovation quality and customer-focused solutions the company is seeking a Service Manager to lead its after-sales service operations and ensure reliable technical support strong customer relationships and efficient service delivery across the UAE.
- Lead the complete after-sales service cycle including equipment installation commissioning preventive maintenance breakdown support warranty handling paid repairs and AMC services.
- Plan and deploy service engineers based on technical expertise location urgency workload and SLA requirements.
- Oversee service requests from initiation to closure ensuring timely updates accurate documentation service reports customer approvals and proper case tracking through Zoho/CoreLink.
- Serve as the senior escalation point for key customers resolving complex technical concerns and coordinating with OEMs when specialist support is required.
- Drive AMC renewals warranty claims paid-service opportunities and overall service revenue while maintaining control over operational costs.
- Coordinate with Sales Procurement Inventory Finance Logistics and OEM partners to ensure spare-parts availability smooth handovers and timely billing.
- Lead mentor and develop service engineers and coordinators through training performance reviews cross-skilling and effective workforce scheduling.
- Establish service standards conduct root-cause analysis improve first-time-fix rates and reduce repeat service visits.
- Ensure all service activities comply with safety requirements contractual commitments company policies and applicable regulations.
- Prepare regular service performance reports covering KPIs SLA adherence customer issues revenue costs resource requirements and operational risks.
- Bachelors degree or Diploma in Mechanical Electrical Electronics Mechatronics Industrial Engineering or a related technical field.
- 812 years of experience in after-sales service preferably within industrial machinery technical equipment automation laboratory equipment or similar sectors.
- Minimum 35 years in a Service Manager Service Head or senior service leadership position ideally managing multi-location technical teams.
- Strong exposure to SLA management AMC and warranty contracts spare-parts coordination service costing and operational budget control.
- Experience with CRM/service management platforms and strong MS Excel reporting skills; familiarity with Zoho CRM Zoho Creator or CoreLink is an advantage.
- Excellent English communication skills; Arabic Hindi or Urdu would be an added advantage.
- UAE market experience and a valid UAE driving license are preferred.
- Strong leadership team management and people-development capabilities.
- Customer-focused approach with confident escalation handling and negotiation skills.
- Strong analytical and problem-solving abilities with a KPI-driven mindset.
- Salary Benefits
Required Skills:
- Preferably a Bachelors degree in Business Marketing Engineering or related disciplines. - A proven track record in business development sales or marketing coupled with an extensive network within the UAEs MEP consulting lighting design specifier and real estate development communities. - Exceptional communication negotiation and relationship-building skills. - In-depth knowledge of LED lighting products and their diverse applications - A self-starter attitude driven by results and capable of autonomous work. - Familiarity with UAE construction and lighting industry norms and regulations.
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