Head of Service and Maintenance - Manpower Middle East

Our client, a leading international technology provider is currently seeking to recruit Head of Service and Maintenance. You will be directly reporting to the Head of Operations and Service Management





Scope and Purpose:

To manage Field Service, Installation Teams, and Repair Shops and is in this regard responsible for:

Support of site preparations, installations of machines and related equipment, execution of Site Acceptance Test (SAT), on-site support



Sensor Repair Shop and Operator Trainings



Execution of service and maintenance according to customer AMC’s and other service agreements and requirements



Management and development of the service teams in the company’s FZE



Providing input and support within any new projects being identified by the company (e.g. cost / man power calculation)



Supporting Operations and Service Management related to



- Forecasting of Spare Parts

- Repair Concept

- KPIs

- Planning and internal reporting

- etc.

(all in cooperation with Head of Operation and Service Management)

Cooperation with Head of Services in Company’s branch in Africa (Lagos), and (Johannesburg), in terms of human resources and utilisation of service performance



Key Result Areas & Responsibilities of the Service Department

The job holder together with his team has to manage the following tasks:

Support site inspections, install BNPO products at customer site, finalize projects with SAT and provide pre/after sales and hotline support to Company’s customers



Conduct Service and Maintenance during warranty or within the conditions of maintenance contracts



Perform operator training on-site or at Company’s premises



Conduct in-house repairs of sensors and machines



Contribute to quotations / tenders, where S&M support is requested (description of service activities, cost calculation)



Initiate / support acquisitions of additional S&M turnover (AMC’s + Operator Trainings) in co-operation with Sales



Efficient management and planning of S&M department in terms of costs, service operations and staff in accordance to customer needs and satisfaction.



Ensure that headcount in service & maintenance is adequate to planning and that staff is skilled to full extent to handle all machines of the BNPO product portfolio within the company and company’s Africa regions.



Optimize the use of available service staff by utilizing the service & maintenance team of company in African and South Africa



Plan and execute service and maintenance to utilize the service teams most efficiently, and to enhance the efficiency of the recourses available at any time



Provide input to Store and Logistics Department regarding Spare part requirements (e.g. min/max values, order cycles, project specific demands)



Assist in forecasting of spare-parts



Assist in Profitability analysis and cost controlling for all Operations and Service related tasks (e.g. allocation of costs to projects)



Support Project Management, making installation times efficient



Support execution and monitoring of KPI’s related to all service activities

Responsible for:



• Management and execution of all AMCs within the company

• Prepare decisions for Third Party Services vs. services conducted by The company in Dubai and Africa

• Support and enable additional Turnover for AMCs together with Sales Department

• Supervision of Third Party Supplier Services (performance, customer satisfaction, activity reports, yearly supplier assessment / feedback / improvement loops)

• Planning and observance of fulfilment of all service, maintenance and training activities in cooperation with Customer Project Management, Order Management and Sales

• Operational planning (installation plan, maintenance plan, and training plan)

• Management and analysis of warranty cases - respectively quality costs caused by systematic product deficiencies (technical & cost analysis) - claim of compensation

Job Details

Date Posted:	2013-09-03
Job Location:	Dubai, United Arab Emirates
Job Role:	Support Services
Company Industry:	Information Technology; Technical/Maintenance

Preferred Candidate

Career Level:

Management

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Company:

Date Posted: September 03, 2013 at 10:35AM

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Head of Service and Maintenance - Manpower Middle East