Service Manager

Job Summary:

We are looking for a skilled and experienced Service Manager to oversee all aspects of our heavy machinery service operations. This leadership role requires strong technical knowledge, effective team management, and a commitment to delivering exceptional after-sales support to clients across construction, mining, and infrastructure sectors.

The Service Manager will be responsible for managing service teams, ensuring high equipment uptime, maintaining compliance with OEM standards, and achieving customer satisfaction.

Key Responsibilities (KRAs):

1. Service Operations Management

• Oversee daily workshop and field service operations.
• Schedule and monitor preventive maintenance, breakdown repairs, and warranty jobs.
• Ensure timely job completion and equipment availability.

2. Team Leadership & Training

• Manage and mentor a team of service technicians and engineers.
• Plan and implement training programs in line with OEM requirements.
• Promote a culture of safety, quality, and technical excellence.

3. Customer Support & Relationship Management

• Handle escalated service issues and ensure customer satisfaction.
• Conduct site visits and provide expert technical consultation.
• Build and maintain long-term client relationships.

4. Technical Compliance & Documentation

• Ensure all service work adheres to OEM and warranty guidelines.
• Supervise proper use of diagnostic tools and job reporting procedures.
• Manage service records, warranty claims, and compliance documentation.

5. Inventory & Cost Control

• Coordinate with the parts department to ensure spare parts availability.
• Monitor service budgets, labor efficiency, and cost control measures.
• Analyze service KPIs and generate periodic performance reports.

6. Warranty & OEM Coordination

• Process and follow up on warranty claims with equipment manufacturers.
• Stay current with technical updates, service bulletins, and OEM protocols.
• Host and support technical audits from OEMs or principals.

Qualifications & Requirements:

Education:

• Diploma or Bachelor’s Degree in Mechanical or Automotive Engineering.
• OEM certifications (e.g., Caterpillar, Komatsu, Volvo, etc.) are an advantage.

Experience:

• 8–10 years of hands-on service experience in heavy machinery, with at least 3 years in a supervisory or managerial role.
• Strong track record in service planning, team leadership, and client support.
• Experience working in the UAE with knowledge of customer expectations, service norms, and safety regulations.

Knowledge & Skills:

• Strong technical knowledge of diesel engines, hydraulics, electrical systems, and telematics.
• Understanding of diagnostic tools and OEM service software.
• Familiarity with UAE/GCC service standards and safety regulations.
• Excellent leadership, communication, and customer-handling skills.
• Proficient in service management software (SAP, Oracle, or similar) and Microsoft Office.
• UAE driving license is mandatory.
• Arabic is an added advantage.