Location: Dubai, United Arab Emirates
Reporting to: Country After Sales Manager – Epta Middle East
As part of Epta’s strategic expansion in the Middle East and beyond, we are reinforcing our commitment to delivering exceptional service across the region. The Service Maintenance Manager – After Sales will play a pivotal role in scaling our service operations, enhancing customer experience, and driving technical excellence in line with our global standards. This role is going to be a critical addition to support our growth trajectory as we deepen our regional presence and elevate the quality and consistency of our after-sales support.
Join the EPTA Family
Becoming part of Epta means more than just taking a new role — it’s about stepping into a forward-thinking, purpose-driven environment where innovation meets sustainability, and people are at the heart of everything we do.
As a global leader in commercial refrigeration, we offer access to the latest CO₂ technologies, a diverse and inclusive culture, and clearly defined opportunities for professional development. You'll be empowered to make a real impact in a business that is scaling fast, investing in people, and committed to building a more sustainable future through intelligent, responsible service.
What We Offer
- Growth opportunities in an international, technology-driven environment.
- Dynamic work culture with high autonomy and visibility.
- Continuous professional training and engagement in innovative projects.
- Multicultural team environment
- Competitive salary and benefits package.
Service Operations & Customer Support
- Coordinate the technical team (regional supervisors, technicians, subcontractors) on after-sales service activities, including maintenance, repairs, and troubleshooting.
- Supervise preventive and corrective maintenance activities under active contracts.
- Provide technical support to service supervisors and technicians.
- Facilitate smooth project-to-service handovers, ensuring store readiness.
- Conduct root cause analysis of major issues and provide clear feedback to clients.
- Ensure customer issues are resolved efficiently, maintaining high service quality.
- Act as the technical point of contact for key customers, supporting the Sales team and participating in meetings to assess performance and develop improvement plans.
Commissioning Management
- Lead and develop a team of commissioning technicians and service engineers.
- Oversee the planning, execution, and completion of commissioning projects.
- Ensure full compliance with technical specifications, safety regulations, and quality standards.
Process Optimization & Performance Monitoring
- Implement and enhance reporting tools to monitor service operations, analyze costs (materials, labor, subcontracting), and recommend cost-saving actions through best practices that improve efficiency and quality.
- Monitor installation and service KPIs to drive continuous improvement, in close coordination with the Operations Manager.
- Address urgent or recurring service issues, analyze FSM reports to identify trends, and support sales with actionable insights.
Team Leadership & Workforce Management
- Promote the adoption of digital tools such as remote monitoring and Field Service Management (FSM) systems.
- Deliver technical training programs focused on safety, compliance (e.g., FGAS, EHS), and technical excellence.
- Support recruitment by identifying workforce needs, scouting qualified technicians, and participating in interviews and assessments.
- Coordinate onboarding and induction training for new technicians, focusing on safety and familiarity with Epta systems.
- Conduct training programs to ensure the team is up-to-date on technical skills and safety protocols.
External Contractors
- Identify, negotiate, and manage external service providers across regions (e.g., Bahrain, KSA).
- Monitor subcontractor performance using KPIs to ensure compliance with Epta standards.
Materials & Asset Management
- Align back office and service supervisors on materials, service scope, and asset management in line with contractual requirements.
- Define minimum spare parts stock levels based on asset distribution and FSM consumption reports.
- Support supervisors and procurement in identifying alternative parts to reduce lead times.
Compliance & Risk Management
- Ensure adherence to safety, environmental, and regulatory requirements.
- Identify and mitigate operational risks related to installation and service activities.
Education & Experience
- Technical diploma or Engineering degree.
- Minimum 5 years’ experience in a similar role, ideally within multinational environments in Commercial Refrigeration for Retail or HVAC/R sectors.
Technical Skills
- Strong knowledge of commercial refrigeration systems and industry regulations (R404A, R448A, CO₂ systems, FGAS, Health & Safety standards, etc.).
- Experience with SAP, Salesforce FSM, MS365, or similar remote monitoring systems.
- Strong understanding of electrical and control systems.
Soft Skills
- Proven leadership managing multicultural technical teams.
- Customer-focused approach with strong communication abilities.
- Excellent problem-solving skills, detail-oriented, and ability to handle pressure.
- Fluent in English (Arabic is a plus).
- Travel Required.
