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.