Service Manager

Pedigri Technologies; Dubai; On-site; AED 260,000 - 460,000; Full time

Job summary

Pedigri Technologies in Dubai is seeking an experienced Service Manager to lead end-to-end service operations across the UAE and regional partners in the Middle East & Africa.

You will own and monitor service KPIs, manage OEM/vendor relationships, and drive warranty claim management while coordinating with Technical Support, Repair Centre, Logistics and Finance. English and Arabic communication are required.

Qualifications

• 5+ years in service operations, after-sales or customer service management.
• Regional or multi-country service operations experience preferred.
• Strong SLA & KPI management, warranty operations, customer escalation and partner management.
• Leadership, negotiation, problem-solving and stakeholder management skills.
• Advanced MS Excel and MS Office; Power BI is an advantage.
• Experience with ERP/CRM systems.

Responsibilities

• Lead end-to-end service operations across the UAE and regional partner network.
• Manage relationships with OEM customers, technology vendors and authorized service partners.
• Own and monitor KPIs including SLA, TAT, FTF, CSAT, backlog, productivity and service quality.
• Conduct Daily/Weekly/Monthly/Quarterly Business Reviews with customers and partners.
• Manage customer escalations and drive timely resolution.
• Lead warranty claim management, claim recovery and commercial coordination.
• Monitor repair operations, turnaround times, ageing and service quality with Technical Support and Repair Centre teams.
• Develop UAE Customer Service team including performance management and coaching.
• Drive performance improvement across regional service partners and implement corrective action plans.
• Work with Technical Support, Repair Centre, Warehouse, Logistics, Procurement, Finance, Sales and Country Managers.
• Develop operational reports, dashboards and management presentations.
• Identify opportunities for process improvement, automation and operational efficiency.
• Ensure compliance with customer requirements, SOPs, quality standards and company policies.

Skills

Service operations

After-sales support

Warranty management

Customer service

OEM/vendor management

Regional service partner management

Education

Bachelor's Degree in Business Administration

Tools

Microsoft Excel

Power BI

ERP/CRM systems

Job description

Pedigri Technologies is looking for an experienced and results-driven Service Manager to lead and manage regional service operations across the Middle East & Africa.

The ideal candidate will have strong experience in service operations, after-sales support, warranty management, customer service, OEM/vendor management, and regional service partner management.

Role And Responsibilities

• Lead end-to-end service operations across the UAE and regional service partner network.


• Manage relationships with OEM customers, technology vendors and authorized service partners.


• Own and monitor key service KPIs including SLA, TAT, FTF, CSAT, backlog, productivity and service quality.


• Conduct regular Daily, Weekly, Monthly and Quarterly Business Reviews (QBRs) with customers and partners.


• Manage customer escalations and drive timely resolution.


• Lead warranty claim management, claim recovery and commercial coordination.


• Monitor repair operations, turnaround times, ageing and service quality in coordination with Technical Support and Repair Centre teams.


• Manage and develop the UAE Customer Service team, including performance management, coaching and productivity.


• Drive performance improvement across regional service partners and implement corrective action plans.


• Work closely with Technical Support, Repair Centre, Warehouse, Logistics, Procurement, Finance, Sales and Country Managers.


• Develop operational reports, dashboards and management presentations.


• Identify opportunities for process improvement, automation and operational efficiency.


• Ensure compliance with customer requirements, SOPs, quality standards and company policies.

Qualifications And Certifications

• Bachelor's Degree in Business Administration or a related field.


• 5+ years of experience in service operations, after-sales support or customer service management.


• Experience in regional or multi-country service operations is highly preferred.


• Strong experience in SLA & KPI management, warranty operations, customer escalation and partner management.


• Strong leadership, negotiation, problem-solving and stakeholder management skills.


• Advanced Microsoft Excel and MS Office skills; Power BI experience is an advantage.


• Experience with ERP/CRM systems.

Preferred Industry Experience

Candidates from Consumer Electronics, IT Hardware, Medical Equipment, Telecommunications, Networking Equipment will be preferred.

Key Requirement

• Arabic & English communication skills are mandatory, as the role involves managing customers, vendors and service partners across the Middle East & Africa.


• Immediate joiners will be strongly preferred.


• Candidates currently based in Dubai preferred.