Service Manager

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 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- Bachelors degree or Diploma in Mechanical Electrical Electronics Mechatronics Industrial Engineering or a related technical field.

• 812 years of experience in after-sales service preferably within industrial machinery technical equipment automation laboratory equipment or similar sectors.
• Minimum 35 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

Required Skills:

• Preferably a Bachelors degree in Business Marketing Engineering or related disciplines.
• A proven track record in business development sales or marketing coupled with an extensive network within the UAEs MEP consulting lighting design specifier and real estate development communities.
• Exceptional communication negotiation and relationship-building skills.
• In-depth knowledge of LED lighting products and their diverse applications
• A self-starter attitude driven by results and capable of autonomous work.
• Familiarity with UAE construction and lighting industry norms and regulations.