Service Centre Head - Home Appliances Jackys Retail L.L.C

Job Description

Jacky's is a leading provider of premium home appliances across the UAE. With a strong focus on quality, customer service, and innovation, we continue to expand our footprint in retail, projects, and aftersales. We are now looking for a highly capable Service Center Manager/Head to lead and grow our Aftersales/Service Department.

Role Overview

The Service Center Manager/Head will be responsible for overseeing all aspects of the aftersales function, including customer service, technical operations, spare parts, and AMC growth. This role is critical to increasing the profitability and revenue of the business while ensuring exceptional customer satisfaction.

Key Responsibilities

Strategic & Business Development

• Develop and implement strategies to grow aftersales revenue, including Annual Maintenance Contracts (AMCs), spare parts, and paid service jobs.

• Drive business development initiatives with developers, FM companies, and corporate clients to secure long-term service agreements.

• Design and execute growth plans that directly impact the service center P&L.

Operations Management

• Oversee daily service operations to ensure efficient, customer-focused delivery.

• Monitor and improve KPI performance: First-Time Fix Rate (FTF), turnaround time, technician utilization, parts availability, and customer satisfaction scores.

• Streamline processes from service request to billing, ensuring SLA adherence and cost efficiency.

Team Leadership & Development

• Lead and motivate customer service and technical teams; ensure clear roles, accountability, and high performance.

• Build and implement a continuous training and certification program to enhance technical capability and customer-handling skills.

• Create a culture of accountability, service excellence, and safety.

Customer & Supplier Management

• Build strong relationships with clients to enhance retention and upselling opportunities.

• Manage supplier warranty claims, spare parts planning, and recovery processes.

• Resolve escalations with professionalism and focus on long-term trust.