Description:

1. Job Purpose:
To oversee the office team ensuring efficient and accurate live job scheduling resulting in customer satisfaction.

Under the direction of the GM, responsible for the first line supervision of field technicians. Supports GM and partners by assisting in developing, maintaining and improving field services to maximize revenue opportunities, while ensuring unparalleled customer experience.

2. Key Accountabilities:
• Responsible for leading, directing and managing all site operations to ensure consistently high levels of service, profitability and compliance.
• Over-seeing the procurement, accounts and admin departments to ensure daily tasks are completed whilst continuing to keep a positive work environment.
• Working directly with GM and partners on business development projects including community events, social media marketing & business strategy.
• Sharing accurate budgets & financial reports along with preparing monthly targets
• Leading a team of technicians & drivers and 6 Bookings Managers, arranging their day to day tasks and ensuring teams run on time for over 100 projects daily across Dubai.
• Advising clients and mentoring technicians on the most cost & time effective means to complete works to a high standard.
• Briefing teams on works to be done during the day and managing their live schedule.
• Surveying works required before pricing, quoting and assigning the required technicians and materials needed to complete the job.
• Dealing with customer complaints and incorrect works undertaken by staff, gathering all relevant detail and devising a suitable solution to maintain customer satisfaction.
• Overseeing and controlling live booking schedule, job placement and technician suitability. Arranging first job confirmation at the start of the day and monitoring and deciding on driver/technician pairings.
• Respond to customer calls where necessary
• Preparing for all eventualities such as holding of emergency time and if the schedule changes informing customers and updating the live schedule accordingly.
• Assisting the Head Technician monitoring technician and driver development & improvement.
• Monitoring technician progress and location through verbal contact and GPS software.
• Conduct job briefings with technicians and check they have relevant gate pass confirmation.
• Liaising with parts team for availability and costs then arranging follow up work.
• Liaising with finance and BM’s for outstanding debtors and arranging collections.
• Arranging schedules for 24/7 team
• Assisting with customer service & technician training and updating where necessary.
• Being proactive with suppliers and developers ensuring regular contact and interaction.
• Ensuring an increased understanding of business processes through regular weekly meetings with the GM and Business Partners.
3. Key Competencies:

1. Planning and organising – ability to prioritise workload accordingly, delegating where necessary
2. Experience managing Customer Relationship Management software (CRM)
3. Specialist knowledge- understands technical or professional aspects of work
4. Problem solving, analysis and decision making- analyses issues and breaks them down into their component parts. Makes timely and sound decisions based on relevant information.
5. Oral communication – able to effectively communicate with individuals and groups
6. Written communication- writes in a clear and concise manner, using appropriate grammar, style and language.
7. Commercial awareness- has the ability to view issues in terms of costs, profits and added value.
8. Interpersonal/Cultural sensitivity – interacts with others in a sensitive and effective way.
9. Resilience and Patience – maintains effective work behaviour and patience
10. Managing and Leading – ability to lead by example, manage effectively and develop others.?