Service Manager - NME (f/m/d)

Rational Ag; Dubai; On-site; AED 300,000 - 480,000; Full time

Job summary

Rational Ag in Dubai, United Arab Emirates invites applications for a Service Manager to lead regional service teams across the GCC. You will drive technical service quality, support training initiatives, and manage dealer networks while coordinating with global service strategy.

The role emphasizes leadership, customer-focused problem solving, and strong communication in English; Arabic is advantageous. Based in Dubai, travel within the GCC is expected as part of field service activities.

Qualifications

• Experience with professional kitchen equipment.
• Experience in technical service leadership and dealer networks.
• KPI management and strategic planning.
• Hands-on, customer-oriented service mindset.
• Strong communication in English; Arabic a plus.

Responsibilities

• Lead regional service teams with direction, coaching and performance guidance.
• Develop service partners and network, including training and warranty handling.
• Provide technical consults and help desk support.
• Support Service Hotline and customer satisfaction surveys.
• Handle warranty notifications and installation services.
• Analyze service KPIs and drive continuous improvement.
• Coordinate field service visits with partners and train RS personnel.
• Drive local service strategy aligned with global technical service strategy.

Skills

Kitchen equipment

Technical leadership

KPI management

CRM management

Customer oriented

English-Arabic bilingual

CRM usage

Tools

MS Office

Salesforce/CRM

Job description

Summary

We are offering an exciting opportunity for a Service Manager to join our international team based in Dubai, United Arab Emirates responsible for the GCC markets.

Summary

We are offering an exciting opportunity for a Service Manager to join our international team based in Dubai, United Arab Emirates responsible for the GCC markets.
The Service Manager NME supports the organization in his assigned region in all service and technical questions while also leading the local team.
The Service Manager serves as a central point of contact and support to improve the product and service quality as well as taking care of the execution of technical trainings.

Your area of responsibility

• Lead and develop the regional service teams across the region providing clear direction, coaching and performance guidance


• Develop service partners and network, including technical support, technical training training, warranty handling and strategic partner development


• Consultation in technical questions and help desk support


• Supporting the Service Hotline


• Handling and managing Customer satisfactory survey


• Handling and supporting Dead on Arrival cases


• Administration and follow up of warranty notifications, including warranty decisions


• Handling of installation services


• Quality issues handling and management reporting


• Service Partners assessment and developing


• Tandem visit (field services with Partner) to train and give feedback to the RSP in order to improve services process


• Ensure clear governance, ownership and follow-up for technical escalations across regional and central support functions


• Support at exhibitions and trade fairs


• Drive the implementation of the local service strategy fully aligned with the global technical service strategy


• Working with CRM and analyzing application to monitor service KPIs and performance and define clear corrective actions to ensure continuous improvement

Your professional profile

• Experience with professional kitchen equipment


• Experience in the field of technical service and in dealing with dealer/distributor/service partner networks


• KPI management and strategic planning.


• Electrician, Electronic, Mechatronic or similar (e.g. engineer)


• Didactics and training methods


• Understands technical questions and issues and can explain complex technical information in an easily understandable way


• Has diplomatic skills, is patient and has always an open ear for the customer's complaints and questions


• Proactive, enthusiastic, open minded and customer-oriented


• Accountable and self-managed


• Decision maker within the company philosophy


• Self-confidence and persuasiveness


• Good IT-abilities (MS Office; Salesforce or CRM management)


• Willingness to travel / valid driver's licence


• Strong verbal and written communication skills in English language, Arabic language is an advantage.


• Hands-on mentality and self-starting. Able to work under limited supervision.


• Experience in technical service leadership

What counts for us are your qualifications – regardless of age, gender, disability, sexual orientation/identity or social, ethnic, or religious backgrounds. We welcome applications from all people with diverse backgrounds.

If you have any questions, please contact Celine Bell.

Gold & Diamond Park, Unit No. 2218 Bldg.
2 PH 2, Jebel Ali
Dubai, United Arab Emirates