Job Detail

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 call-out assignment conflicts (priorities & trouble shooters fitter schedule)

•         Accountable for solving and closing the open call-outs and reacting in case of stopped equipment and/or safety issues

•         Accountable for reducing the call-outs in his area

•         Accountable for the timely completion of the planned maintenance visits

•         Accountable for the planned maintenance scheduling  and optimised 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, authorising replacement, managing technician’s tools, vans, phone and instruments