Overview of the role:

Ensuring overall customer satisfaction by providing excellent service experience with optimum operational cost.

What you will do:

Description of accountability:

• Manage AMC service to the customers.
• Provide timely periodic service to customers.
• Ensure assets are regularly maintained, reducing the risk of unexpected breakdowns or downtime.
• Coordinate with customers, technicians, and other team members to attend and resolve complaints within the prescribed timeframe.
• Update the progress of work to the customer and other relevant parties.

Business development:

• Ensure 95% of customers are retained.
• Generate new AMC business.
• Generate revamp business.

Quality perspective:

• Maintain service at the highest quality level with zero repetition.
• Raise and discuss recurring failures with OEM and line managers.
• Monitor the performance of team members and encourage them to improve and take bigger responsibilities by guiding or suggesting.

Others:

• Spare parts planning and forecasting.
• Raise parts requests and ensure timely issuance to the team.
• Keep track of pending parts and review with the parts team for arrangement.
• Ensure returns of defective parts to the store within 3 days of repair.
• Keep track of returns and review weekly with the team.
• Escalate pending parts older than 7 days to superiors.

Required skills to be successful:

• Customer-focused approach with quality orientation.
• Effective communication and coordination skills.
• Problem-solving and analytical ability.
• Ability to manage multiple priorities and meet deadlines.

What equips you for the role:

• Diploma or graduation in mechanical engineering or relevant field.
• 10-15 years of experience in commercial and industrial air-conditioning systems.
• Strong knowledge of commercial and industrial HVAC systems.
• Experience in installation, testing, commissioning, operation, maintenance, and troubleshooting of HVAC systems, including chillers, package units, AHUs, FAHUs, DX systems, VRF systems, and associated controls.
• Proficiency in written and spoken English.
• Good customer handling skills.
• Valid Oman driving license.

About Al-Futtaim Retail

Al-Futtaim Retail has established itself as one of the leaders in retail across the Middle East, Africa, and Asia over the past 30 years. We have developed partnerships with some of the biggest and most respected brands in the world including IKEA, ACE, and Toys R Us in the Middle East, and the Inditex Group of Brands (Zara, Mango, Bershka, and P&B) across Asia. We are also one of the largest global partners of Marks and Spencer’s in both regions with over 75 stores offering both fashion and food options.

Most recently, we have been responsible for bringing brands to the Middle East for the first time with the exciting launches of Watsons and B&Q. We aim to continue to be agile and adaptive to our markets with new launches and further development. To achieve this, we recruit the best talent from all backgrounds who will continue to challenge and develop our diverse workforce, which includes over 100 nationalities across 12 countries. Join us today and make a difference.