MME Service Manager

Position Overview

The MME Service Manager will oversee and lead the after-sales service operations throughout the MME region. The role aims to ensure efficient and high-quality service delivery, maintain great customer satisfaction, and foster ongoing improvements within after-sales processes. Responsibilities include developing and managing the service network, driving operational efficiency, supporting business growth, and collaborating closely with distributors, Authorized Service Partners (ASPs), Call Centers, factories, and the Head Office.

Key Responsibilities

• Develop and manage the service network including ASPs.
• Monitor and improve Call Center performance and appointment scheduling.
• Provide technical assistance and training for service engineers and technicians.
• Track service KPIs and implement continuous enhancement initiatives.
• Ensure timely resolution of customer complaints to uphold satisfaction.
• Relay product quality feedback to manufacturing units.
• Maintain adequate spare parts availability and optimize inventory.
• Control costs related to warranty and ensure service profitability.
• Communicate effectively and coordinate with ASPs, distributors, Call Centers, factories, and Head Office.

Detailed Duties

• Establish, execute, and communicate customer service standards, policies, and procedures.
• Ensure service department meets defined customer service levels and operational benchmarks.
• Plan, delegate, and prioritize work to optimize department functionality.
• Enhance and expand the regional service network for comprehensive market coverage.
• Manage appointment setting, evaluation, and performance of ASPs and Call Centers.
• Negotiate contracts and manage service vendors to maintain quality and cost efficiency.
• Guarantee availability of necessary resources including tools, documentation, and systems for support.
• Conduct or coordinate technical support and training sessions to elevate technician skills and service quality.
• Address complex service cases and escalate complaints, ensuring swift resolution.
• Analyze KPIs and implement corrective actions to improve operational outcomes.
• Verify accuracy of service reports and maintain comprehensive operational data.
• Collaborate with Product Divisions and factories to channel product quality insights aiding product improvements.
• Work with Supply Chain and partners to assure spare part and accessory availability.
• Monitor warranty expenses, service costs, and efficiency, supporting profitable service operations.
• Prepare periodic service performance reports and advise management with recommendations.
• Support and lead regional service projects aimed at continuous improvement.
• Coordinate with Sales, Marketing, Supply Chain, Finance, HR, IT, and other internal departments aligning with business goals.
• Mentor and develop the service team enhancing performance capabilities.
• Ensure adherence to company policies, procedures, and safety standards.
• Undertake any other duties assigned by management.

Required Qualifications and Experience

• Bachelor's degree in Mechanical, Electrical, Electronics, or Mechatronics Engineering, or related field.
• At least 8 years of experience in after-sales service with minimum 3 years in leadership or managerial capacity.
• Preferably experienced in consumer durables, home appliances, HVAC, or consumer electronics industries.
• Experience managing distributors, ASPs, and Call Centers is advantageous.
• Deep technical understanding of after-sales operations and capability to provide technical guidance.
• Proficient with customer service best practices, warranty management, and network management of service operations.
• Strong analytical, problem-solving, and decision-making skills.
• Competent in negotiation, vendor, and stakeholder management.
• Exemplary leadership, communication, coaching, and team management abilities.
• Familiarity with ERP/CRM systems (SAP preferred) and Microsoft Office tools.
• Understanding of service KPIs such as Customer Satisfaction (CSAT), Repair Turnaround Time (RTAT), Spare Parts Fill Rate (SPFR), Repeat Repair Rate (RRR), and Warranty Cost metrics.
• Open to traveling within the MME region as needed.
• Excellent English written and spoken communication skills.

Work Location

Dubai, United Arab Emirates