Senior After-Sales Service Manager – Precision Machinery

Black & Grey HR; United Arab Emirates; Sur place; AED 120 000 - 170 000; Plein temps

Résumé du poste

Black & Grey HR, Dubai, United Arab Emirates, is representing a global leader in precision machinery and tools for the jewelry manufacturing sector, seeking a Service Manager to lead after-sales service operations across the UAE.

You will oversee installation, commissioning, preventive maintenance, warranty handling, AMC services, and service reporting, while coordinating with Sales, Procurement, Inventory, Finance and OEM partners.

Qualifications

• Bachelor’s degree or Diploma in Mechanical, Electrical, Electronics, Mechatronics, Industrial Engineering, or related field.
• 8–12+ years in after-sales service, preferably in industrial machinery, technical equipment, automation, laboratory equipment, or similar sectors.
• Minimum 3–5 years in a Service Manager, Service Head, or senior service leadership position, ideally managing multi-location technical teams.
• Experience with SLA management, AMC and warranty contracts, spare-parts coordination, service costing, and operational budget control.
• Familiarity with Zoho CRM, Zoho Creator, or CoreLink is an advantage.
• Excellent English communication skills; Arabic, Hindi, or Urdu would be an added advantage.
• UAE market experience and a valid UAE driving license are preferred.

Responsabilités

• Lead the complete after-sales service cycle, including installation, commissioning, preventive maintenance, breakdown support, warranty handling, paid repairs, and AMC services.
• Plan and deploy service engineers based on technical expertise, location, urgency, workload, and SLA requirements.
• Oversee service requests from initiation to closure, ensuring timely updates, accurate documentation, service reports, customer approvals, and proper case tracking.
• Serve as the senior escalation point for key customers, resolving complex technical concerns and coordinating with OEMs when specialist support is required.
• Drive AMC renewals, warranty claims, paid-service opportunities, and overall service revenue while maintaining control over operational costs.
• Coordinate with Sales, Procurement, Inventory, Finance, Logistics, and OEM partners to ensure spare-parts availability, smooth handovers, and timely billing.
• Lead, 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 service visits.
• Ensure all service activities comply with safety requirements, contractual commitments, company policies, and applicable regulations.
• Prepare regular service performance reports covering KPIs, SLA adherence, customer issues, revenue, costs, and risks.

Connaissances

SLA management

AMC & warranty contracts

Leadership

Customer relationship

MS Excel reporting

CRM experience

English communication

UAE driving license

Cross-functional coordination

Formation

Bachelor’s degree or Diploma in Mechanical, Electrical, Electronics, Mechatronics, Industrial Engineering

Outils

Zoho CRM

Zoho Creator

CoreLink

Description du poste

Black & Grey HR, Dubai, United Arab Emirates, is representing a global leader in precision machinery and tools for the jewelry manufacturing sector, seeking a Service Manager to lead after-sales service operations across the UAE.

You will oversee installation, commissioning, preventive maintenance, warranty handling, AMC services, and service reporting, while coordinating with Sales, Procurement, Inventory, Finance and OEM partners.