Senior After-Sales Service Manager – Industrial Machinery UAE

Black & Grey HR; Dubai; On-site; AED 279,000 - 391,000; Full time

Job summary

Black & Grey HR represents a global leader in precision machinery and tools for the jewelry manufacturing sector in Dubai. We are seeking a Service Manager to lead after-sales service operations across the UAE, ensuring reliable technical support, strong customer relationships, and efficient service delivery.

You will manage installation, commissioning, maintenance, warranties and AMC services; deploy engineers; coordinate with OEMs; drive service revenue while controlling costs; mentor staff;

Qualifications

• Bachelor's or Diploma in Mechanical/Electrical/Electronics/Mechatronics/Industrial Engineering or a related technical field.
• Strong exposure to SLA management AMC and warranty contracts, spare-parts coordination, service costing and budget control.
• Experience with CRM/service management platforms; Zoho CRM/Zoho Creator or CoreLink preferred.
• Excellent English communication skills; Arabic/Hindi/Urdu an added advantage.

Responsibilities

• Lead the complete after-sales service cycle including installation, commissioning, maintenance, breakdown support, warranty handling, and AMC services.
• Plan and deploy service engineers based on expertise, location, urgency, workload and SLA requirements.
• Oversee service requests from initiation to closure with accurate documentation and proper case tracking.
• Serve as senior escalation point for key customers and coordinate with OEMs for specialist support.
• Drive AMC renewals, paid-service opportunities and overall service revenue while controlling costs.
• Coordinate with Sales, Procurement, Inventory, Finance, Logistics and OEM partners for spare-parts availability and timely billing.
• Mentor and develop service engineers and coordinators through training and performance reviews.
• Establish service standards, conduct root-cause analysis, improve first-time-fix rates and reduce repeat visits.
• Ensure all service activities comply with safety, contractual commitments, policies, and regulations.
• Prepare regular service performance reports covering KPI, SLA adherence, revenue, costs and risks.

Skills

Service Management

Customer Relations

SLA Management

CRM Experience

Leadership

Education

Bachelor's or Diploma in Mechanical/Electrical/Electronics/Mechatronics/Industrial Engineering

Job description

Black & Grey HR represents a global leader in precision machinery and tools for the jewelry manufacturing sector in Dubai. We are seeking a Service Manager to lead after-sales service operations across the UAE, ensuring reliable technical support, strong customer relationships, and efficient service delivery.

You will manage installation, commissioning, maintenance, warranties and AMC services; deploy engineers; coordinate with OEMs; drive service revenue while controlling costs; mentor staff;