Service Engineer

Customer relationship management

Accountable for customer satisfaction through quality of service and precise communication

Accountable for equipment safety and performance

Accountable for selling service repairs

Accountable for resolving customer service quality complaints

Accountable for resolving customers invoicing complaints related to maintenance operations

Service operations

Accountable for the endusers the sites and the technicians safety

Accountable for the delivery of service according to the service contract requirements the time limits the ALARABIA quality standards and the local regulations

Accountable for the control of the field operations costs and the profit margin

Accountable for service repairs sales

Accountable for managing the third party inspections visits and followup actions

Validates the service contract technical terms with the salesperson

Accountable for supporting the maintenance of any third party equipment coming into the maintenance base

Responsible for helping the call centre agent solving technician callout assignment conflicts (priorities & trouble shooters fitter schedule)

Accountable for solving and closing the open callouts and reacting in case of stopped equipment and/or safety issues

Accountable for reducing the callouts in his area

Accountable for the timely completion of the planned maintenance visits

Accountable for the planned maintenance scheduling and optimised routing

Responsible for performing site audits

Responsible for investigating accidents and following company policy on evidence custody and internal reporting.

Responsible for the control and authorization of overtime

People management / Leadership

Accountable for the performance of his assigned technicians

Accountable for maintenance technicians motivation and competence development

Accountable for determining and checking technicians performance objectives

Accountable for communication to his technicians & conducting of the weekly tool box meeting

Accountable for managing technician annual leave absences and backup and callout technician scheduling

Accountable for technician timesheet validation prior to payroll

Accountable for equipment assignment to technician and technician workload balancing

Responsible of defining the technician capacity need and for the technician hiring and selection process

• Accountable for defining authorising replacement managing technician s tools vans phone and instruments
  

Requirements

Bachelor s Degree in Engineering

512 years experience in the same field

Engineering standards and codes of practice

Contract and commercial knowledge

Negotiation skills

Team leadership

Computer skills

Planning skills

Procurement and selling skills

Ability to plan organize lead and monitor team efforts to their successful completion

Excellent in English Language Arabic would be an advantage.