Service Center Manager

Black Pearl Consult; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading firm in kitchen appliances is seeking a Service Center Manager to drive aftersales revenue and oversee operations in Dubai. The ideal candidate will have 7–12 years of experience in service operations, strong P&L management skills, and excellent leadership abilities. Responsibilities include strategic planning, team development, and supplier management. Applicants must have a valid UAE driving license. This role offers an opportunity to impact the company's growth in the UAE market.

Qualifications

• 7–12 years in service operations, aftersales management, or business development.
• Experience with P&L management and KPI tracking.
• Strong leadership skills with cross-functional team experience.

Responsibilities

• Develop strategies to grow aftersales revenue.
• Oversee daily service operations and customer-focused delivery.
• Lead and motivate customer service and technical teams.

Skills

Service operations management

Business development

Leadership

Negotiation skills

KPI management

ERP/CRM proficiency

Customer relationship management

Tools

ERP systems

CRM tools

Excel/BI

Job description

Overview

We are looking for a Service Center Manager for one of the market leaders in kitchen appliances across the UAE.

Responsibilities

• Strategic & Business Development – Develop and implement strategies to grow aftersales revenue, including Annual Maintenance Contracts (AMCs), spare parts, and paid service jobs.
• Drive business development initiatives with developers, FM companies, and corporate clients to secure long-term service agreements.
• Design and execute growth plans that directly impact the service center P&L.
• Operations Management – Oversee daily service operations to ensure efficient, customer-focused delivery.
• Monitor and improve KPI performance: First-Time Fix Rate (FTF), turnaround time, technician utilization, parts availability, and customer satisfaction scores.
• Streamline processes from service request to billing, ensuring SLA adherence and cost efficiency.
• Manage technician teams, including job assignment, daily planning, performance monitoring, and reviewing service reports.
• Manage escalation cases and ensure timely and effective resolutions.
• Ensure proper coordination with suppliers regarding technical support, spare parts, and escalated cases.
• Oversee and manage the service center vehicle fleet, ensuring availability, proper usage, maintenance, registration, insurance renewals, and overall compliance.
• Monitor, control, and optimize spare parts operations, including stock levels, usage tracking, and consumption analysis.
• Ensure timely ordering of spare parts based on consumption trends, lead times, and forecasted demand to avoid service delays.
• Coordinate with the procurement and warehouse team to maintain stock accuracy and prevent shortages or overstock situations.

• Team Leadership & Development – Lead and motivate customer service and technical teams; ensure clear roles, accountability, and high performance.
• Build and implement a continuous training and certification program to enhance technical capability and customer-handling skills.
• Arrange regular technical training sessions for technicians to improve skill levels and service quality.
• Create a culture of accountability, service excellence, and safety.

• Customer & Supplier Management – Build strong relationships with clients to enhance retention and upselling opportunities.
• Manage supplier warranty claims, spare parts planning, and recovery processes.
• Resolve escalations with professionalism and focus on long-term trust.
• Maintain strong coordination with suppliers to ensure timely support and issue resolution.

Requirements

To be considered for this role you need to meet the following requirements:

• 7–12 years of proven experience in service operations, aftersales management, or business development.
• Strong P&L and KPI management experience, with a track record of increasing revenue and profitability.
• Demonstrated success in AMC program development and growth.
• Excellent leadership and people management skills with experience managing cross-functional teams.
• Strong business acumen and negotiation skills.
• Proficiency with ERP/CRM systems and field service management tools; advanced Excel/BI exposure is a plus.
• Valid UAE driving license.