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Assistant Service Manager
Milwaukee Tool MEA
Dubai, UAE
Full Time
Mid
Field
3 weeks ago
Technical SupportService Data AnalysisTrainingWarranty ManagementProcess ImprovementCRM
Free
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Technical SupportService Data AnalysisTraining
About the Role
Milwaukee Tool MEA is seeking an Assistant Service Manager based in Dubai to provide technical support and product knowledge to service centers across the MEA region. The role involves service data analysis, training, warranty management, and process improvement.
Key Skills for This Role
Technical SupportService Data AnalysisTrainingWarranty ManagementProcess ImprovementCRM
Responsibilities
- Service data analysis to support critical decisions including customized warranty
- Regularly monitor repair process and KPIs such as E service ratio, average repair time, repeat repair
- Coordinate with service centers and provide training for technicians on NPIs and process improvements
- Monitor and audit service centers as per TTI guidelines
- Conduct customer site visits with sales and service team to address service complaints
- Warranty claim settlement including audit of warranty spare parts and validation of claims
- Perform system tests on e service portal and suggest changes for local process requirements
- Spare parts planning and recommendations, excess & obsolete parts management
- Attend to quality complaints, prepare detailed reports, and communicate with Central Quality department
- Coordinate with central service management team and align local processes with EMEA guidelines
Requirements
- Educated to degree level or similar, preferably in Engineering
- Excellent communication, interpersonal, and presentation skills
- Highly motivated, enthusiastic, and a team player
- Selling, marketing, and technical demonstration skills
- English is a must; Arabic/French an added advantage
- Appreciation and understanding of cultural diversity
- Ideally experience in or knowledge of the relevant industry
- Practically minded with technical/mechanical aptitude
- Full driving license
- Computer literate with good knowledge of MS Office, especially Excel and PowerPoint
Full Job Posting
Background Information
- Techtronic Industries is a world class leader in Power Tools, Outdoor Power Equipment, and Floor Care.
- Techtronic Industries MEA regional head office in Dubai for Middle East, Africa, and Indian Subcontinent.
- Seeking an enthusiastic Assistant Service Manager for Milwaukee business.
Role Summary
- First point of contact providing technical support and product knowledge to partners' service centres.
- Handle a vast territory and improve after sales service customer satisfaction.
- Based in Dubai, reporting to the Service Manager of the MEA region.
Key Responsibilities & Accountabilities
- Service data analysis for critical decisions including customized warranty.
- Regularly monitor repair process and KPIs: E service ratio, average repair time, repeat repair.
- Coordinate with service centers and provide training for technicians on NPIs and process improvements.
- Monitor and audit service centers as per TTI guidelines.
- Conduct customer site visits with sales and service team to address service complaints.
- Warranty claim settlement: audit warranty spare parts, validate claims in Savonet.
- Perform system tests on e service portal and suggest changes for local process requirements.
- Spare parts planning and recommendations, excess & obsolete parts management.
- Attend to quality complaints, prepare detailed reports, communicate with Central Quality.
- Regular review of information and access to Savonet for new and existing service centers.
- Closely work with central service management team and align local processes with EMEA guidelines.
- Coordinate with regulatory department and support product compliance and certification requirements.
Competencies & Skills
- Excellent communication, interpersonal, and presentation skills.
- Highly motivated, enthusiastic, and a team player.
- Selling, marketing, and technical demonstration skills.
- English is a must; Arabic/French an added advantage.
- Educated to degree level or similar, preferably in Engineering.
- Appreciation & understanding of cultural diversity.
- Ideally experience in or knowledge of the relevant industry.
- Practically minded with technical/mechanical aptitude.
- Full driving license.
- Computer literate with good knowledge of MS Office, especially Excel and PowerPoint.
Key Internal Relationships
- Sales, Marketing, Customer Service, TTI Factories, Quality Team, and Finance.
Other Remarks
- Occasional travel may be required.
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