Service Engineer job at Juma Al Majid Holding Group in Dubai

The Juma Al Majid Holding Group began its humble beginnings in 1950 with the drive and vision of its founder, H.E. Juma Al Majid. The Group today is a conglomerate employing 7,500+ employees with over 35 companies operating across multiple industries including Automotive, Heavy Equipment, Fast Moving Consumer Goods, Watches, Home Appliances, Office Equipment, Real Estate, Travel & Tourism, Contracting & Services (pillars within which include manufacturing, electro-mechanical contracting, facilities management, and technical products trading), and Investment. The conglomerate is governed by the leadership of the Chairman H.E. Juma Al Majid, Vice-Chairman Mr. Khalid Juma Al Majid, Group Chief Operating Officer Mr. Tarig Shalabi, and a team of select top management.

Service Engineer Job Description

We are seeking a skilled and motivated Service Engineer to join our team. The ideal candidate will be responsible for customer relationship management, service operations, and people management/leadership. This role requires a commitment to quality, safety, and customer satisfaction.

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Responsibilities:

Customer Relationship Management

• Ensure customer satisfaction through quality service and clear communication.
• Ensure equipment safety and performance.
• Sell service repairs.
• Resolve customer service quality complaints.
• Address customer invoicing complaints related to maintenance operations.

Service Operations

• Ensure safety of end-users, sites, and technicians.
• Deliver service in line with contract requirements, AL-ARABIA quality standards, and local regulations.
• Control field operations costs and profit margin.
• Drive service repairs sales.
• Manage third-party inspection visits and follow-up actions.
• Validate service contract technical terms with the salesperson.
• Support maintenance of third-party equipment in the maintenance base.
• Assist call center agents in resolving technician call-out assignment conflicts.
• Solve and close open call-outs, reacting promptly to stopped equipment and/or safety issues.
• Reduce call-outs in the assigned area.
• Ensure timely completion of planned maintenance visits.
• Plan and optimize maintenance scheduling and routing.
• Perform site audits.
• Investigate accidents and follow company policy on evidence custody and internal reporting.
• Control and authorize overtime.

People Management/Leadership

• Monitor and enhance performance of assigned technicians.
• Develop and motivate maintenance technicians.
• Set and review technicians’ performance objectives.
• Communicate effectively with technicians and conduct weekly toolbox meetings.
• Manage technician annual leave, absences, back-up, and call-out scheduling.
• Validate technician timesheets before payroll.
• Balance technician workload and equipment assignment.
• Define technician capacity needs and oversee the hiring and selection process.
• Manage and authorize replacement of technicians’ tools, vans, phones, and instruments.

Qualifications and Requirements:

• Bachelor’s Degree in Engineering.
• 5-12 years of experience in a similar field.
• Knowledge of engineering standards and codes of practice.
• Contract and commercial knowledge.
• Strong negotiation skills.
• Team leadership experience.
• Proficiency in computer skills.
• Effective planning skills.
• Procurement and selling skills.
• Ability to plan, organize, lead, and monitor team efforts to successful completion.
• Excellent proficiency in English; Arabic is an advantage.

If you meet the above qualifications and are looking for a dynamic role in a reputable organization, we encourage you to apply for the Service Engineer position at Juma Al Majid Holding Group. For more information about this job, contact us.