Service Manager

Position Overview

We are looking for an experienced Service Manager to oversee AMC, warranty, and paid service operations. The role will be responsible for managing service teams, ensuring customer satisfaction, improving operational efficiency, handling warranty claims, AMC renewals, technical support, and maintaining strong customer relationships.

Key Responsibilities

• Take overall responsibility for AMC, warranty, and paid service activities.
• Set departmental goals and objectives in line with company budgets and customer satisfaction targets.
• Ensure high standards of technician safety, appearance, tools, PPE, and safety procedures.
• Build and maintain strong customer relationships and drive customer satisfaction.
• Schedule regular visits to warranty, paid-service, and AMC customers to identify service and sales opportunities.
• Coordinate with the Projects Department after project commissioning and handover to arrange required spare parts, manpower, and technical resources.
• Review warranty claims with the Supervisor and Service Coordinator and ensure vendors provide replacement parts or credit notes on time.
• Analyse recurring equipment faults and warranty issues and coordinate with vendors and internal departments for corrective action.
• Monitor repeated equipment/manufacturer defects and report them to manufacturers and management.
• Ensure service technicians are properly trained in the maintenance and servicing of all laundry equipment.
• Review and monitor daily service schedules prepared by the Supervisor and Service Coordinator.
• Establish and maintain pricing for paid services based on workload, spare parts, and customer value.
• Manage AMC renewal activities, initiating the renewal process at least three months before contract expiry.
• Ensure AMC monthly invoices are issued and returned duly signed by customers within the required timeline.
• Ensure AMC technicians follow preventive maintenance schedules as per manufacturer recommendations.
• Provide technical support to Service and AMC technicians and arrange site visits whenever required.
• Conduct quarterly technical audits at AMC customer sites and maintain proper documentation.
• Conduct quarterly meetings with AMC and Service teams to review performance, challenges, and improvement strategies.
• Develop and enforce customer service guidelines covering punctuality, commitments, communication, and problem resolution.
• Handle and resolve customer complaints in accordance with company policies and terms.
• Coordinate with the Parts Supervisor to maintain appropriate spare-parts reorder levels and ensure timely availability.
• Present service department development initiatives and performance updates during monthly management meetings.
• Conduct weekly meetings with the TSM Manager to review resource availability and operational requirements.

Desired Candidate Profile

• Minimum 3 years of Service Management experience in UAE or any GCC country.
• Mandatory experience in the Laundry Equipment or Commercial Kitchen Equipment industry.
• Strong technical knowledge of equipment maintenance, AMC, warranty, and paid services.
• Experience managing service technicians and coordinating field service activities.
• Strong customer relationship and complaint-handling skills.
• Good knowledge of preventive maintenance, spare parts, warranty claims, and AMC renewals.
• Strong leadership, communication, planning, and problem-solving skills.
• Ability to manage multiple service activities and meet customer and business targets.