Service Manager

Job Summary:
 

• The person to be hired for the position will have Egypt country responsibility for any technical aspects including but not limited to projects execution, installations, implementations, warranty, service, training, knowledge transfer, etc.

Primary Responsibilities include but are not limited to the following:

• Leads AIC’s technical and projects team presence in Egypt market and maintain the existing maintenance contract in good manner and increase volume and value of the maintenance contracts.
• Implements AIC’s service Plan and strategy.
• Works with multiple functions of the AIC organization – Sales, marketing, Business Units Managers and the business analysis team in an effort to achieve optimal AIC sales results as a member of the AIC Distribution Team.
• Defines the responsibilities of the technical team and supervise the contracts.
• Supervising the AIC technical team through direct face-to-face visits/meetings and coaching the engineers and technicians for optimal performance.

  I. Summary                                                                                                  

•  The Technical Manager (MD) applies professional principles, practices, and techniques to lead service and projects teams and control quality and projects schedule, cost, and performance risks to ensure satisfied customers before and after sales.  This role has ultimate responsibility for all assigned projects and manages customer satisfaction, definition, planning, monitoring, and others aspects of all sales.

  II. Essential Duties & Responsibilities                                                                                                 

• Responsible to thoroughly understand and communicate stakeholder requirements to appropriate team members, and manage all requirements accordingly to realize each for the stakeholder.
• Establish clear ownership for the technical unit, service contracts results and products portfolio, project tasks, ensure that technical and project teams’ members have the tools needed, and provide timely feedback.
• Conduct regular status meetings with all stakeholders, keeping the stakeholder’s needs and requirements continuously in view.
• Work collaboratively with products team and sales staff to maintain thorough knowledge of products capabilities, and to ensure that all communications between AIC and its stakeholders are precise.
• Coordinate and facilitate delivery of technical objectives.
• Track progress and review sales tasks to make certain deadlines are met appropriately.
• Assess technical issues and identify solutions to meet productivity, quality, and customers goals.
• Proactively communicate technical status, projects status, issues & risks to management.
• Follow AIC policies, procedures and methodologies.
• Other duties maybe assigned.

Implementation Duties & Responsibilities

• Define & maintain all technical processes, manage services through service team and direct, implementation lifecycle; coordinate documentation when needed.
• Arrange customer and technical training and align training with customer goals.
• Resolve technical issues with sales department team when the need arises, and escalating appropriately as needed.