Service Director

Job description / Role

Job Purpose:

To manage and develop a customer-oriented and profitable Service Business in the diesel power generation sector, with a particular focus on MTU Solutions and Rolls-Royce Power Systems. This includes optimizing market opportunities to achieve departmental objectives, ensuring MTU diesel power solutions comply with ROCE and ROICE principles, and delivering the highest level of customer satisfaction. The role involves planning, controlling, and monitoring service department processes, procedures, and manufacturer standards, while maintaining compliance with legal labor, health, safety, and environmental regulations. Additionally, the Project Director will lead and develop employees, ensuring best practices are upheld to drive sustainable business growth and operational efficiency.

Minimum Education:
• Bachelor Degree in Mechanical/Electrical Engineering or any other related education

Knowledge Skills and Experience:
• Extensive industry experience, ideally in a senior service managerial position at management level.
• Established track record in service sales and profit delivery, extensive knowledge of the operational running of a workshop including business administration.
• Thorough knowledge and understanding of customer and market demand, marketing initiatives, and customer satisfaction.
• People management and achieving targets through teams.
• Enthusiasm to deliver the manufacturer experience and continuously improve product knowledge of self and others.
• Flexible approach to work and adaptable to thrive in a changing environment.
• IT literate.
• English – Fluent (required).
• Arabic (is a plus).

• Optimal planning and use of facilities, bays, machines, tools, diagnosis installations etc.
• Determine process improvement and develop action plans.
• Manage, coach, and motivate employees to ensure a high level of quality and employee satisfaction.
• Review and analyze customer satisfaction results to identify reasons and propose countermeasures to maintain the highest levels of customer satisfaction.
• Monitor market conditions, competition, and benchmark the service portfolio.
• Ensure readiness of technical test equipment, tools, and facilities, including cleanliness and orderliness in all facilities.
• Ensure literature, product brochures, process documentation, and required software are available and always updated.
• Ensure product knowledge is kept up to date to increase service opportunities.
• Ensure the department is in full compliance with the company’s policies and procedures.
• Strictly follow all required health, safety, and environmental regulations and processes.

Self-Management Responsibilities:
• Maintain a high level of personal organization and time management.
• Continuously improve product knowledge and stay updated with industry trends.
• Demonstrate accountability and credibility in all actions.
• Adapt to changes and thrive in a dynamic environment.

Key Performance Indicators:
• Gross profit service: This includes labor, sublet, and consumables.
• Labor recovery rate: The ratio of labor hours billed to labor hours worked.
• Open to closed work in progress ratio: The ratio of open work orders to closed work orders.
• Outstanding customer payments: The number of unpaid invoices.

• Idle hours ratio: The ratio of non-productive hours to total hours worked.
• Engine throughput: The number of engines serviced within a specific period.
• Productivity: The amount of work completed in a given time.
• Utilization: The percentage of available working hours that are used productively.
• Efficiency: The ratio of actual output to the expected output.
• Effectiveness: The degree to which objectives are achieved.
• Total labor hours sold: The total number of labor hours billed to customers.
• Customer loyalty – NPS score: The Net Promoter Score, which measures customer satisfaction and loyalty.
• Training cost: The total cost of training employees.
• Cost control: The ability to manage and reduce costs.

Salary:
AED 40,000 to 45,000 per month inclusive of fixed allowances.
Additional benefits: • Schooling Allowance: AED 40K/year • Ticket Allowance: Covers self, spouse, and two children

About the Company

Welcome to Exclusive Talent Human Resource Consultancies Co., a leading Human Resource Agency based in the heart of Dubai. Specializing in staffing solutions across the Middle East, our agency excels in providing flexible temporary to permanent placement options tailored to diverse organizational needs.

Covering major markets including Saudi Arabia, Qatar, and the UAE, Exclusive Talent offers a broad network of highly skilled professionals across various industries. Utilizing advanced AI technology, our agency efficiently matches candidates with the precise skills and qualifications required for each role.

With expertise in recruiting at all levels—from entry-level positions to mid-management and C-suite roles—Exclusive Talent delivers comprehensive staffing solutions that support both immediate and long-term business objectives. Whether for temporary, hybrid, or permanent staffing needs, our agency ensures that the right talent is available to meet evolving demands and drive success.