Service Engineer (Elevators & Moving System)

• Accountable for customer satisfaction through quality of service and precise communication

• Accountable for equipment safety and performance

• Accountable for selling service repairs

• Accountable for resolving customer service quality complaints

• Accountable for resolving customers invoicing complaints related to maintenance operations

• Accountable for the end-users, the sites and the technicians safety

• Accountable for the delivery of service according to the service contract requirements, the time limits, the AL-ARABIA quality standards and the local regulations

• Accountable for the control of the field operations costs and the profit margin

• Accountable for service repairs sales

• Accountable for managing the third party inspections visits and follow-up actions

• Validates the service contract technical terms with the salesperson

• Accountable for supporting the maintenance of any third party equipment coming into the maintenance base

• Responsible for helping the call centre agent solving technician callout assignment conflicts (priorities & trouble shooters fitter schedule)

• Accountable for solving and closing the open callouts and reacting in case of stopped equipment and/or safety issues

• Accountable for reducing the callouts in his area

• Accountable for the timely completion of the planned maintenance visits

• Accountable for the planned maintenance scheduling and optimized routing

• Responsible for performing site audits

• Responsible for investigating accidents and following company policy on evidence custody and internal reporting.

• Responsible for the control and authorization of overtime

• People management / Leadership

• Accountable for the performance of his assigned technicians

• Accountable for maintenance technicians motivation and competence development

• Accountable for determining and checking technicians performance objectives

• Accountable for communication to his technicians & conducting of the weekly tool box meeting

• Accountable for managing technician annual leave , absences and back-up, and callout technician scheduling

• Accountable for technician timesheet validation prior to payroll

• Accountable for equipment assignment to technician and technician workload balancing

• Responsible of defining the technician capacity need and for the technician hiring and selection process.

• Accountable for defining, authorizing replacement , managing technician’s tools, vans, phone and instruments

Juma Al Majid Holding Group