Position Summary
The Service Manager is a strategic leadership role responsible for overseeing the end-to-end service operations for our high-rise equipment and Aerial Work Platform (AWP) fleet. This individual will build, develop, and manage a high-performance service team while designing and implementing standardized systems to ensure operational excellence, equipment reliability, and exceptional customer engagement. The successful candidate will be a hands-on leader with deep technical expertise and a proven ability to drive continuous improvement in a dynamic environment.
Core Responsibilities:
- Manage, mentor, and develop the high-rise equipment service team.
- Lead talent acquisition, onboarding, training, and performance management to foster an efficient, collaborative, and skilled workforce.
- Design, implement, and continuously refine a comprehensive, standardized service framework.
- Establish clear end-to-end protocols for service response, preventive & corrective maintenance, and customer communication to maximize service quality and customer satisfaction metrics.
- Provide expert oversight of the full lifecycle maintenance management for high-rise equipment and AWPs.
- Leverage deep technical knowledge of AWP technology and mainstream equipment brands to optimize maintenance strategies, advocate for facility and tooling improvements, and ensure maximum equipment uptime and operational safety.
- Develop and maintain a robust technical training and certification program.
- Utilize internal and external resources to enhance the team's competencies, ensure compliance with industry standards, and build a sustainable pipeline of qualified technicians.
- Act as a key partner in brand enhancement initiatives.
- Coordinate the logistics, transportation, and appearance standardization of equipment to support a premium brand image.
- Collaborate with business development teams to ensure service operations effectively support regional growth and expansion objectives.
Qualifications & Requirements:
- Minimum of 8+ years of progressive experience in service management, specifically within the high-rise equipment or Aerial Work Platform (AWP) industry.
- Must possess in-depth knowledge of AWP technology, including the structural and maintenance principles of mainstream equipment brands.
- Demonstrated expertise in establishing core service modules, including maintenance systems, spare parts supply chain/logistics, and customer service operations.
- Proven ability in problem-solving, process optimization, and cross-functional resource coordination.
- Strong cross-cultural team management capabilities with a successful track record in local talent development and building cohesive, high-performing teams.
- Ability to rapidly institute and enforce standardized workflows in a new or evolving operation.
- Familiarity with relevant industry training, certification, and licensing schemes.
- Prior experience in developing training schedule or managing qualification processes is a significant advantage.
- Prior work experience in the UAE or the wider GCC region is highly preferred.
- Full professional fluency in English, with the ability to conduct all business communications, training, and documentation effectively.
What We Offer
A competitive compensation and benefits package, the opportunity to shape a critical service function within a growing organization, and a professional environment committed to innovation and quality.
