Service Manager

Zohorecruit; Dubai; On-site; AED 320,000 - 520,000; Full time

Job summary

Black & Grey HR represents a global leader in precision machinery and tools for the jewelry manufacturing sector in Dubai, UAE. 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.

You will orchestrate the service lifecycle, deploy service engineers, manage escalations, drive AMC renewals, coordinate with OEMs, and mentor teams while maintaining

Qualifications

• Bachelor’s degree or diploma in a technical field with 8–12+ years in after-sales service.
• Minimum 3–5 years in senior service leadership, preferably multi-location.
• Strong SLA, AMC, warranty contracts, and service costing experience.

Responsibilities

• Lead the complete after-sales service cycle from installation to AMC.
• Plan and deploy service engineers based on SLA needs.
• Manage service requests from start to finish with documentation.
• Act as senior escalation point for key customers and coordinate OEMs.
• Drive AMC renewals, warranty claims and paid-service opportunities.
• Coordinate spare-parts availability and timely billing with internal teams.
• Develop service engineers through training and performance reviews.
• Set service standards, analyze root causes, improve first-time fix rate.
• Ensure safety, contractual compliance, and policies.
• Prepare regular service performance reports with KPIs and risks.

Skills

Service management

Zoho CRM

SLA management

Warranty management

Leadership

Budget control

MS Excel reporting

Multi-location teams

Arabic language

English communication

Education

Bachelor’s degree or diploma in a technical field

Tools

Zoho CRM

Zoho Creator

CoreLink

MS Excel

Job description

Full time | Black & Grey HR | United Arab Emirates

Posted On 25/09/2026

Job Information

Work Experience 5+ years

Manufacturing

City Dubai

State/Province Dubayy (Dubai)

337-1500

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.