Field Service Manager

About the Role
This role is responsible for the in-country delivery of the company's service operations across both Power Train and Thermal Chain product lines. Operating within the new functionally aligned EMEA model, this role acts as the local execution lead, ensuring alignment with centralized functional standards while delivering exceptional customer service across UAE. This role bridges the gap between EMEA-wide functional leadership and local market execution, ensuring that global standards are implemented effectively within the UAE operating environment.

Customers
Internal: Sales, Admin, Training department, Marketing, Product & Solutions Team
External: Customers, Suppliers, Subsidiaries, Distributors
Functional Alignment | EMEA Services (Dotted line to Functional Leads)

Key Responsibilities

• Service Delivery & Operations

  • Lead end-to-end service delivery for Powertrain (UPS, batteries, power distribution) and Thermal Chain (precision cooling, chillers) in UAE
  • Ensure all service activities meet EMEA-defined standards, processes, and quality benchmarks
  • Manage contract and non-contract service execution, ensuring SLA compliance
  • Coordinate with centralized Scheduling & Dispatch to optimize local engineer deployment
  • Drive preventive and corrective maintenance programmed execution

• Functional Alignment & Governance

  • Operate within the functionally aligned EMEA model, taking directions from central functional leads (Power Train, Thermal Chain, Technical Support, Remote Services)
  • Implement standardized processes, tools, and reporting frameworks as defined by Central Service Support
  • Participate in EMEA governance cadences and performance review cycles
  • Ensure local compliance with EMEA-wide service policies and standards

• Customer Management

  • Serve as the primary service escalation point for key customers in UAE
  • Drive customer satisfaction (CSAT) and Net Promoter Score (NPS) improvements
  • Support commercial teams with technical service expertise for contract renewals and new business
  • Manage customer communication during critical incidents and escalations

• Team Leadership & Development

  • Lead, coach, and develop the local field service engineering team
  • Work with Technical Support & Training function to ensure engineers maintain required certifications and competencies
  • Drive a culture of safety, quality, and continuous improvement
  • Manage local recruitment, onboarding, and performance management in partnership with HR

• Materials & Logistics Coordination

  • Coordinate with the centralized Material & Logistics function to ensure parts availability in UAE
  • Manage local forward stocking locations and inventory accuracy
  • Support customs, compliance, and cross-border logistics requirements specific to UAE

• Remote Service Integration

  • Support the adoption and growth of Remote Service & Support capabilities locally
  • Ensure customer site connectivity and remote monitoring readiness
  • Drive reduction in unnecessary on-site dispatches through remote-first resolution

• Health, Safety & Environment (HSE)

  • Ensure full compliance with the company's HSE standards and UAE regulatory requirements
  • Drive zero-harm culture across all field operations
  • Manage incident reporting, investigation, and corrective actions

Experience / Skills / Other

• Mandatory

  • Bachelor’s degree in electrical / mechanical engineering, or related technical discipline, or 3-5 Years’ experience in a similar management role
  • Minimum 8–10 years of experience in field service management within critical infrastructure, data centers, or power/cooling systems
  • Minimum 3–5 years in a people leadership role managing field service engineers
  • Proven experience managing service operations in UAE or West Africa
  • Experience working within a matrix/functional organization structure
  • Track record of deliveries against SLA commitments and customer satisfaction targets

• Pre-requisites

  • Fluency in English written & local language

• Preferred background

  • Professional certifications in critical infrastructure (UPS, cooling systems)

Travel

• Extensive travel expected at 70% of the year
• Occasional international travel to EMEA regional meetings and training
• On-call availability for critical customer escalations
• Field-based work environments, including data centers, industrial sites, and commercial buildings

Required Competencies

• Customer Focus | Relentless commitment to customer outcomes and service excellence
• Functional Collaboration | Ability to work effectively within a matrix structure, taking direction from multiple functional leads
• Execution Excellence | Drives operational rigor, process compliance, and consistent delivery
• People Leadership | Develops, motivates, and retains high-performing field teams
• Commercial Acumen | Understands the commercial value of service and contributes to revenue growth
• Safety Leadership | Champions a zero-harm culture and leads by example
• Adaptability | Thrives in a transforming organization and embraces change
• Communication | Clear, professional communication with stakeholders at all levels