Maintenance Customer Service Specialist

This is what you can look forward to 

 

Responsible for coordinating maintenance activities, including complaints, inspections, meter performance, faulty meter replacements, quotations, materials, permits and site access. Liaises with clients, FM teams, subcontractors and internal departments, maintains required reports and trackers, and ensures timely completion and documentation of maintenance activities.

 

What we require of you 

 

1. Complaint & Inspection Management

• Manage customer, ista care and client/FM maintenance complaints from receipt through closure.
• Coordinate site inspections with site teams, tenants and FM representatives.
• Schedule and confirm tenant appointments and emergency inspection visits.
• Ensure completed inspections are supported by proper reports, evidence and documentation.
• Follow up on outstanding cases and ensure maintenance tickets are closed within the required timeframe.
• Target workload: approximately 100–150 cases per month.

2. Meter Performance & Readout Validation

• Review monthly readout checklists and identify suspected, red-flagged and non-performing meters requiring investigation.
• Coordinate inspections for identified units with the relevant site teams.
• Perform regular IMR screening associated with individual site inspections.
• Maintain inspection and meter performance trackers.
• Escalate faulty, under-observation or inaccessible meters to clients and FM teams.
• Target workload: approximately 300–400 units per month.

 3. Faulty Meter Replacement & Shutdown Coordination

• Coordinate faulty meter replacements with clients, FM teams, site teams and subcontractors.
• Arrange shutdown schedules, access and required approvals.
• Monitor replacement activities until completion.
• Follow up for acknowledged Job Completion Reports (JCRs), delivery notes and other supporting documents.
• Ensure formal closure communication is completed after the work has been successfully executed.
• Target workload: approximately 80–120 replacements per month.

4. Quotations, Materials & Procurement Coordination

• Prepare quotations based on approved site specifications, inventory information and applicable markup sheets.
• Follow up with clients regarding quotation approvals, payments and LPO issuance.
• Raise Material Request Forms (MRFs) and obtain the required internal approvals.
• Coordinate with Finance and Stores for material availability, delivery and courier arrangements.
• Coordinate subcontractor quotations and RFQs and ensure required approvals are obtained before work proceeds.
• Support subcontractor LPO processing following completion and receipt of the required supporting documentation.
• Target workload: approximately 50 quotations/MRFs per month.

5. Permit, Access & HSE Coordination

• Arrange site access and work permits through client/FM processes and portals.
• Coordinate required documentation, including MSRA, HSE documentation, undertaking letters, insurance documents, trade licences and subcontractor/site-team documentation.
• Follow up with relevant stakeholders to prevent permit or access issues from delaying maintenance activities.
• Support special site requirements, including weekend, night-time and shutdown activities when operationally required.

6. Reporting & Documentation

• Prepare monthly client reports based on meter performance, checklist validation, inspection and replacement activities.
• Prepare incident reports for faulty meters, including fault details and supporting evidence.
• Maintain accurate operational records and trackers, including:
  • Maintenance Master Tracker
  • Faulty Replacement Tracker
  • Quotation Tracker
  • Letter Tracker
• Maintain proper records of JCRs, delivery notes, reports, approvals and related correspondence.
• Target reporting/documentation workload: approximately 150 reports/records per month.

 7. Installation & Internal Coordination

• Coordinate installation feasibility and meter specifications with the ista technical/in-house team.
• Coordinate with QS on material specification discrepancies, mismatches and critical site issues.
• Share newly installed meter information and supporting details with Data Collection and Billing teams.
• Coordinate mandatory first inspections of newly installed meters, including wireless meter communication module installations where applicable.
• Coordinate approved meter disconnections with site teams, including site access and permit requirements.

8. Client & Stakeholder Management

• Act as an operational coordination point between clients, FM teams, site teams and subcontractors.
• Attend maintenance-related client meetings and follow through on agreed action items.
• Communicate maintenance progress, operational constraints and outstanding requirements to relevant stakeholders.
• Escalate issues that could affect service delivery, billing, meter performance or customer satisfaction.
• Support approximately 15–25 stakeholder meetings/interactions per month, depending on operational requirements.

 

What we offer you 

 

Requires a well-organized and proactive individual with strong coordination, communication, and follow-up skills. The role demands the ability to manage a high-volume workload, prioritize effectively, and maintain accuracy and timely closure of operational requirements.

 

Welcome to ista

At ista, we support property owners and managers in making their buildings fit for the future and kind to the planet. That includes tracking and billing energy consumption in a way that’s easy to grasp, to help save energy and cut CO2 emissions. With over 6,600 employees in 21 countries, we’re committed to making it happen. Join us and help shape tomorrow, secure in the knowledge that you’re part of a successful company that also offers you the flexibility of agile working practices.

Everyone is welcome at ista, regardless of age, gender, background, sexual orientation, religion, or disabilities. We’re proud to be part of a diverse team. Fostering a culture of team spirit and togetherness, we are always there for one another. We set great store by ensuring a healthy work-life balance for our people. Plus, we offer each and every employee the opportunity to pursue further training and personal development. 

 

Contact 

 

Chona De los Reyes

 

Chona.Reyes@ista.com

 

ista Middle East FZE

 

Dubai
602 B2C2 Dubai Commercity
293861
United Arab Emirates

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