Assistant Service Manager

Role overview

Techtronic Industries MEA, headquartered in Dubai for the Middle East, Africa, and the Indian Subcontinent, is looking for an energetic Assistant Service Manager for the Milwaukee business. The position serves as the main contact for service centres across the markets covered by the region, offering technical guidance and product expertise to help partners deliver excellent after-sales support and customer satisfaction.

The role is based in Dubai and reports to the MEA Service Manager. It covers a broad territory, so the ideal candidate should be proactive, adaptable to different market conditions, and ready to improve current service performance.

Key responsibilities

• Review service data and use it to support important decisions, including customised warranty handling.
• Track repair performance and service KPIs such as e-service ratio, average repair time, and repeat repairs.
• Work with service centres across the region and deliver training for technicians on new product introductions, updated processes, and technical issues raised on a daily basis.
• Provide training on technical topics, Savonet tools, the service portal, e-service portal, and online reimbursement processes.
• Make sure service centres are equipped with the recommended special fixtures.
• Carry out regular audits of service centres according to TTI standards and follow up on actions identified in previous audits.
• Join customer site visits with sales and service teams, resolve service complaints, and train key customer contacts when needed.
• Support customers with warranty condition training, e-service portal usage, and general service concerns.
• Handle warranty claim settlement, audit warranty spare parts, and validate claims in Savonet each day.
• Run local system testing whenever central changes are introduced and propose improvements based on local market needs.
• Support e-service portal setup for new markets and contribute to ongoing process improvements in Savonet, Websavonet, and Qlik Cloud service dashboards.
• Plan spare parts requirements for individual markets in line with company objectives.
• Manage excess and obsolete spare parts.
• Receive and investigate quality complaints from the market, prepare detailed reports, and coordinate corrective actions with the Central Quality team.
• Review access permissions for new and existing service centres, ensure Savonet access is current, and confirm the latest spare parts price list is uploaded.
• Work closely with the central service management team to align local processes with EMEA guidelines.
• Coordinate with central regulatory teams and TTI factories to support local product compliance and certification requirements across the region.
• Liaise with Middle East office functions such as Sales, Marketing, Customer Service, and Finance.

Profile and skills

• Strong communication, interpersonal, and presentation abilities.
• Highly motivated, enthusiastic, and comfortable working as part of a team.
• Capability in selling, marketing, and technical demonstrations.
• Fluency in English is required; Arabic or French is a plus.
• Degree-level education or equivalent, preferably in Engineering.
• Good awareness of cultural diversity and the ability to work across different markets.
• Relevant industry exposure or understanding is preferred.
• Practical, mechanically minded, and eager to learn and apply new technical product knowledge.
• Valid full driving licence.
• Strong computer skills with working knowledge of MS Office, especially Excel and PowerPoint, plus reporting tools.

Additional information

Occasional travel may be necessary as part of the role.