Head of Service MEA

Giesecke & Devrient GB Ltd.; Dubai; On-site; AED 150,000 - 200,000; Full time

Job summary

A leading company in payment systems is seeking a Head of Service for the MEA region. The role involves developing service strategies, managing operations, and ensuring customer satisfaction. Candidates should have extensive experience in high-tech mechanical products and strong leadership skills. Join a diverse team committed to shaping the future of currencies.

Qualifications

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

Responsibilities

• Develop a Service Strategy for the sustainable growth of the MEA Region.
• Manage and oversee the service teams responsible for installations and support.
• Conduct profitability analysis and control of AMCs.

Skills

Leadership

Communication

Analytical Skills

Organizational Skills

Education

Degree in Electrical or Mechanical Engineering

MBA or equivalent qualification

Tools

Financial Systems

ERP Systems

Job description

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Our banknotes are the most secure works of art in the world.

Head of Service MEA

Location : Dubai

When it comes to digital, physical or electronic payments, the whole world trusts Giesecke+Devrient. Now you too can discover your passion for the world of payment systems. G+D Currency Technology is a globally active high-tech company headquartered in Munich, Germany. As a trusted partner of central banks and the entire currency industry, we increase security and efficiency in cash circulation. Our 160 years of experience – combined with new, digital solutions – makes us the world market leader in Advanced Currency Management. As part of the G+D Group, we offer a wide range of development opportunities in an international, family-owned company, with more than 11,000 employees worldwide. We believe that diversity among our employees is key to success. That’s why we value your individual contribution – let’s shape the future of currencies together!

Scope and Purpose :

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.

The role involves taking full P&L responsibility for the Service Operations, including Delivery, Services sales, Scheduling, Efficiency, and Quality, as well as Technical Support, Installation, Maintenance, and Service of Banknote Processing Machines, Bank Note Destruction Machines, and Software services in the Middle East and Africa region, along with managing relationships with internal and external partners.

Build a high-performance Service Team with improved technical competencies and soft skills, utilizing existing and new team members to enhance customer experiences with G+D products, solutions, and services during projects and after-sales activities.

Continuously improve service operations for cost effectiveness and efficiency while leading a motivated workforce committed to professional growth.

Promote a One-Team culture aligned with the company’s overall goals, along with the management team.

Key Result Areas & Responsibilities :

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.

Coach, mentor, develop, and retain employees; conduct regular performance reviews, provide feedback, and plan for succession.

Define best practices for effective cross-functional communication and operational agreements.

Maintain a comprehensive view of customer entitlements, service activities, key cost drivers, and sales opportunities like upselling and cross-selling.

Use insights to improve service efficiency, maximize customer satisfaction, and identify sales prospects.

Manage and oversee the service teams responsible for site preparations, installation, support during Site Acceptance Tests, and onsite support in coordination with Customer Project Management.

Ensure execution of Service & Maintenance (S&M) according to customer agreements and warranty support.

Conduct profitability analysis and control of AMCs.

Train Customer Engineers and Operators onsite and at company premises.

Handle in-house repairs of machines.

Prepare quotations and tenders for S&M activities in collaboration with Sales and Commercial teams.

Support acquisition of additional S&M business (AMCs + Operator Trainings) with Sales.

Manage S&M department costs, operations, and staffing to meet customer needs and satisfaction.

Ensure adequate headcount and skill levels within the S&M team to handle all machines and software in the portfolio.

Coordinate with Stores and Logistics regarding spare parts and forecasting.

Supervise third-party supplier services, monitor performance, and conduct annual assessments for improvements.

Manage warranty cases and analyze quality costs related to product deficiencies.

Oversee invoicing and outstanding receivables in collaboration with Sales and Finance teams.

Job Requirements :

Degree in Electrical or Mechanical Engineering with MBA or equivalent qualification.

Proven high-level planning, organizational, analytical, and financial skills; ability to communicate across all organizational levels.

10+ years of experience in field service of high-tech mechanical products, preferably in the African / Middle East region, with at least 8 years in a managerial role.

Experience in inventory management and planning.

Strong communication, leadership skills, and a very strong personality to manage teams.

Entrepreneurial mindset with a focus on costs, labor, time, quality, and new business opportunities.

Willingness to travel frequently (around 50%).

Knowledge of financial and ERP systems.

We are an equal opportunity employer! We promote diversity and create an inclusive work environment, welcoming applications regardless of gender, age, race, ethnicity, social and cultural background, religion, disability, or sexual orientation.

We look forward to receiving your application!

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