Customer Support Manager jobs in United Arab Emirates

Company Description

Dokais a world leader in providing innovative formwork, solutions and services in all areas of construction. The company is also a global supplier of well-thought-out scaffolding solutions for a varied spectrum of applications. With 178 sales and logistics facilities in over 60 countries, Doka has a high-performing distribution network for advice, customer service and technical support on the spot and ensures that equipment is swiftly provided – no matter how big and complex the project. Doka employs 7,000 people worldwide and is a company of the Umdasch Group, which has stood for reliability, experience and trustworthiness for more than 150 years.

Ever since Doka’s arrival in the Middle East over twenty years ago, the UAE has played a strategic role in the company’s regional and global growth strategy, with Dubai remaining the company's operational headquarters for the Middle East and Africa (MEA). Operating from a 50,000 square-metres plot comprising an office, state-of-the-art warehouse and reconditioning facility, Doka Gulf has been setup to provide faster access to its highly valued customers, and the agility required to meet market demand.In line with our regional growth, Doka Gulf is currently looking to recruit a career driven professional to join its versatile team and support the company’s ongoing national expansion. The suitable candidate will be a qualified, natural team player who can add significant value to this highly dynamic team.

As the Site Services Manager at Doka UAE, you will lead a core team dedicated to delivering high-quality, reliable, and professional formwork services to our customers and their project sites. In this pivotal role, you will oversee our experienced formwork instructors, ensuring the consistent delivery of expert on-site technical guidance. You will also manage our value-added service offerings—including formwork pre-assembly and installation—solidifying our position as a trusted partner in the market.

Through your leadership and commitment to service excellence, you will play a key role in building and reinforcing client confidence in Doka’s capabilities. By ensuring seamless execution and responsive support, you will help foster long-term relationships grounded in trust, performance, and reliability—hallmarks of our reputation in the market.

Does this sound like an exciting and challenging opportunity? Then apply now!

Your responsibilities

Lead and develop our team of Formwork Instructors

• Oversee the day-to-day operations of on-site support delivered by our experienced Formwork Instructors.
• Ensure consistent delivery of high-quality service across all active project sites by promoting knowledge sharing, technical excellence, and strict adherence to Doka’s safety standards.
• Drive continuous improvement by refining processes and championing best practices to elevate formwork execution standards and operational efficiency.

Manage our Formwork Pre-Assembly and On-Site Installation Teams

• Lead and coordinate in-house teams of skilled operatives responsible for delivering value-added formwork services, ensuring operational efficiency and high-quality execution for our clients.
• Prepare accurate and timely service quotations based on customer specifications and project schedules, aligning offerings with client expectations and deadlines.
• Continuously improve workshop processes and site practices to boost productivity, streamline workflows, and increase overall service profitability.

Strengthen Cross-Departmental Collaboration

• Collaborate proactively with the Engineering department to refine formwork solutions, leveraging insights from real-world project challenges to improve execution outcomes.
• Ensure compliance with established work instructions related to logistics, invoicing, progress tracking, and claims handling, through effective coordination with relevant departments.
• Serve as the primary point of contact for customers during the execution phase, providing actionable feedback to internal teams to enhance service quality and overall performance.

• Proven leadership and team management capabilities, with a strong track record of motivating multidisciplinary teams in high-pressure site environments.
• Extensive knowledge of formwork systems, construction methodologies, and their practical application in complex project settings.
• Demonstrated problem-solving skills, with the ability to assess situations quickly and implement effective, practical solutions.
• Substantial experience in the UAE and Middle East construction industry, with a strong understanding of regional project execution norms and challenges.
• In-depth familiarity with HSE standards, local regulatory requirements, and industry best practices related to site safety and compliance.
• Excellent communication, presentation, and client-facing skills, with the ability to convey technical information clearly to both internal and external stakeholders.
• Strong attention to detail, with a commitment to quality workmanship, technical accuracy, and service excellence.
• Ability to interpret engineering drawings, technical documents, and project specifications to support effective planning and execution.
• Skilled in coordinating cross-functional teams and managing interdepartmental workflows to ensure seamless service delivery.
• Proficient in using project management tools and digital platforms for reporting, tracking progress, and ensuring accountability.
• Adaptable and solution-oriented, with a proactive mindset toward continuous improvement and operational efficiency.
• Culturally aware and capable of working effectively in diverse, multicultural environments.
• Strong Knowledge in Microsoft Office.
• Valid UAE driving License.

Job Type:Full time

Location: Dubai / UAE

As a customer-focused organization, Doka understands that its greatest assets are its employees, which is why Doka is consistently looking for talented professionals who are keen to develop their career in this challenging industry.