Head of Service MEA

Giesecke+Devrient; United Arab Emirates; On-site; AED 150,000 - 200,000; Full time

Job summary

A leading technology group seeks a Service Operations Manager for the MEA region. You will oversee service delivery, build a high-performance team, and ensure customer satisfaction while managing P&L responsibilities. This role requires strong leadership and communication skills, along with a degree in engineering and extensive experience in field service management.

Qualifications

• 10+ years in field service of high-tech mechanical products.
• At least 8 years in a managerial role.

Responsibilities

• Develop a Service Strategy for the MEA Region.
• Manage and control service teams responsible for installations and support.

Skills

Leadership

Communication

Customer Service

Analytical Skills

Education

Degree in Electrical / Mechanical Engineering

MBA

Tools

Financial Systems

ERP Systems

Job description

G+D makes the lives of billions of people around the world more secure. We create trust in the digital age with integrated security technologies in three business areas: Digital Security, Financial Platforms and Currency Technology. We have been a reliable partner for our customers for over 170 years with our innovative solutions for SecurityTech! We are an international technology group and traditional family business with over 14,000 employees in 40 countries. Creating Confidence is our path to success. Trust is the basis of our co-operation within G+D.

The whole world trusts us when it comes to physical or digital currencies. We increase the security and efficiency of the cash cycle in collaboration with central banks and the entire currency industry. As the market leader in advanced currency management, would you like to join us in shaping the future of payments?

Scope and Purpose:

1. Develop a Service Strategy for the sustainable growth of the MEA Region in coordination with Regional Heads of Service Sales, Field Service & Support Delivery and Service Backbone.
2. The role is to take over the full P&L responsibility for the Service Operations (Delivery, Services sales, Scheduling, Efficiency and Quality), Technical Support, Installation, Maintenance and Service of Banknote Processing Machines, Bank Note Destruction Machines and Software services in the Middle East and Africa region and relationships with internal and external partners.
3. Build a high-performance Service Team with improved technical competencies and soft skills using existing and new members to enhance customer experiences with G+D products, solutions, and services during the project journey and after-sales activities.
4. Continuously improve service operations for cost effectiveness and efficiency while leading a workforce motivated and cultivated for professional growth.
5. Promote a One-Team culture focused on achieving the company's overall goals, along with the rest of the management team.

Key Result Areas & Responsibilities:

1. Develop a Service Strategy for the sustainable growth of the MEA Region in coordination with Regional Heads of Service Sales, Field Service & Support Delivery and Service Backbone.
2. Coach, mentor, develop, retain employees, review and recommend actions including regular performance reviews, feedback, succession planning, etc.
3. Define methodologies to achieve effective cross-functional communication and operational agreements.
4. Maintain a comprehensive view of customer entitlements, service activities, cost drivers, and sales opportunities.
5. Use insights to improve service efficiency, maximize customer satisfaction, and identify sales prospects.
6. Manage and control service teams responsible for site preparations, installation, support, execution of Service & Maintenance, profitability analysis, training, repairs, quotations, acquisition support, and logistics.
7. Supervise third-party supplier services, warranty cases, invoicing, and outstanding accounts receivable.

Job Requirements:

1. Degree in Electrical / Mechanical Engineering with MBA or equivalent.
2. Proven planning, organizational, analytical, and financial skills with ability to communicate across all organizational levels.
3. 10+ years in field service of high-tech mechanical products, with at least 8 years in a managerial role, preferably within the African/Middle East region.
4. Experience in inventory management and planning.
5. Strong communication, leadership, and customer service skills.
6. Entrepreneurial attitude with a focus on costs, labor, time, quality, and new business opportunities.
7. Willingness to travel frequently (~50%).
8. Knowledge of Financial and ERP systems.