Service Manager
Dubai, United Arab Emirates
Full timeOn-site
Job description
Pedigri Technologies is looking for an experienced and results-driven Service Manager to lead and manage regional service operations across the Middle East & Africa.
The ideal candidate will have strong experience in service operations, after-sales support, warranty management, customer service, OEM/vendor management, and regional service partner management.ROLE AND RESPONSIBILITIES:
- Lead end-to-end service operations across the UAE and regional service partner network.
- Manage relationships with OEM customers, technology vendors and authorized service partners.
- Own and monitor key service KPIs including SLA, TAT, FTF, CSAT, backlog, productivity and service quality.
- Conduct regular Daily, Weekly, Monthly and Quarterly Business Reviews (QBRs) with customers and partners.
- Manage customer escalations and drive timely resolution.
- Lead warranty claim management, claim recovery and commercial coordination.
- Monitor repair operations, turnaround times, ageing and service quality in coordination with Technical Support and Repair Centre teams.
- Manage and develop the UAE Customer Service team, including performance management, coaching and productivity.
- Drive performance improvement across regional service partners and implement corrective action plans.
- Work closely with Technical Support, Repair Centre, Warehouse, Logistics, Procurement, Finance, Sales and Country Managers.
- Develop operational reports, dashboards and management presentations.
- Identify opportunities for process improvement, automation and operational efficiency.
- Ensure compliance with customer requirements, SOPs, quality standards and company policies.
QUALIFICATIONS AND CERTIFICATIONS:
- Bachelor's Degree in Business Administration or a related field.
- 5+ years of experience in service operations, after-sales support or customer service management.
- Experience in regional or multi-country service operations is highly preferred.
- Strong experience in SLA & KPI management, warranty operations, customer escalation and partner management.
- Strong leadership, negotiation, problem-solving and stakeholder management skills.
- Advanced Microsoft Excel and MS Office skills; Power BI experience is an advantage.
- Experience with ERP/CRM systems.
PREFERRED INDUSTRY EXPERIENCE:
Candidates from Consumer Electronics, IT Hardware, Medical Equipment, Telecommunications, Networking Equipment will be preferred.
Key Requirement:
- Arabic & English communication skills are mandatory, as the role involves managing customers, vendors and service partners across the Middle East & Africa.
- Immediate joiners will be strongly preferred.
- Candidates currently based in Dubai preferred.