Service Manager

Black & Grey HR Consultancy FZE; Dubai; On-site; AED 420,000 - 640,000; Full time

Benefits offered by this job

Salary + Benefits

Job summary

Black & Grey HR Consultancy FZE in Dubai seeks a seasoned Service Manager to lead after‑sales operations across the UAE. You will supervise installation, maintenance, and repairs, optimize first‑time fix rates, and ensure seamless coordination with OEM partners.

You will oversee scheduling, case tracking, and service reporting, while driving service revenue and cost control. Fluency in English is essential; UAE market experience is preferred.

Qualifications

• Bachelor’s degree in a technical field (Mechanical, Electrical, Electronics, Mechatronics or Industrial Engineering).
• 8–12+ years in after‑sales service within industrial machinery or similar sectors.
• 3–5 years in senior service leadership roles with multi‑location teams.
• Strong exposure to SLA management, AMC and warranty contracts, spare‑parts coordination, service costing and budget control.
• Experience with CRM/service management platforms; proficient in MS Excel reporting; Zoho CRM/Creator or CoreLink a plus.
• Excellent English communication skills; Arabic, Hindi or Urdu are an advantage.
• UAE market experience and a valid UAE driving license preferred.

Responsibilities

• Lead the complete after‑sales service cycle from installation to service delivery and renewals.
• Deploy service engineers based on skills, location, urgency, workload and SLA requirements.
• Oversee service requests from initiation to closure with documentation, approvals and case tracking.
• Serve as escalation point for key customers and coordinate with OEMs for specialist support.
• Drive AMC renewals, warranty claims and paid‑service opportunities to grow service revenue.
• Coordinate with Sales, Procurement, Inventory, Finance, Logistics, and OEM partners for parts and billing.
• Mentor and develop engineers and coordinators through training and performance reviews.

Skills

Leadership & People Management

SLA Management

AMC & Warranty Contracts

Spare-parts Coordination

Service Costing & Budgeting

MS Excel Reporting

Education

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

Tools

Zoho CRM

Zoho Creator

CoreLink

Excel

Job description

Black & Grey HR is representing a global leader in precision machinery and tools for the jewelry manufacturing sector in Dubai, UAE. Renowned for innovation, quality, and customer-focused solutions, the company is seeking a Service Manager to lead its after‑sales service operations and ensure reliable technical support, strong customer relationships, and efficient service delivery across the UAE.

Key Responsibilities

• Lead the complete after‑sales service cycle, including equipment 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 through Zoho/CoreLink.
• 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, performance reviews, cross‑skilling, and effective workforce scheduling.
• 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, resource requirements, and operational risks.

Requirements

• Bachelor’s degree or Diploma in Mechanical, Electrical, Electronics, Mechatronics, Industrial Engineering, or a related technical field.
• 8–12+ years of experience in after‑sales service, preferably within 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.
• Strong exposure to SLA management, AMC and warranty contracts, spare‑parts coordination, service costing, and operational budget control.
• Experience with CRM/service management platforms and strong MS Excel reporting skills; 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.
• Strong leadership, team management, and people‑development capabilities.
• Customer‑focused approach with confident escalation handling and negotiation skills.
• Strong analytical and problem‑solving abilities with a KPI‑driven mindset.

Benefits- Salary + Benefits