Mgr Regional Tech Service II MEA in Dubai at Welbilt

Date Posted: 10/12/2019

Job Snapshot

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Job Description

Responsible for the provision of aftersales service for Cooking and Refrigeration Solutions products in the MEA region, including spare parts, service contracts, warranty, technical support and training. Providing support for the sales teams, global chains and key accounts. Auditing and training the Factory Authorised Service network at factory training centres and in the field. Reporting on all field service and product issues with the installed base back to the OC's and EMEA management teams. Assisting with the management and development of aftermarket systems and networks for Manitowoc Foodservice in the MEA Region.

Job Requirements

Key Tasks and Responsibilities

  • Directing all aftersales service delivery activities across the sub-region and reports on activities and issues to the EMEA and Sub-Regional management Teams
  • Maintain a strong technical link and communication chain to the regional technical support function on a continuous basis to ensure effective bi-directional flow of Information
  • Manage the warranty claim processing function in the sub region, ensuring that costs are within budgeted levels.  Review and resolve escalated service partner service claims in line with Kitchencare EMEA policy.
  • FAS network development and supervision including auditing, training and technical support on an ongoing basis.  Promote the Welbilt safety culture and approach with service partners authorized by the business, include safety review as an agenda point on all formal BR meetings.  Ensure that all service partners conform to local service regulations and best working practices.
  • Provide Global Chain and Key Account support on an on-going and project Basis
  • Support of new product development and customer evaluation trials by providing feedback, field trial evaluations and generating rollout plans to cover training and spare parts supply
  • Project manage the investigation and resolution of issues with existing products installed in the Region
  • Assist in the planning, development and management of Welbilt Foodservice aftermarket systems in the EMEA Region

      Major Accountability:

      • FAS Network Management

      • Provision of Technical Training and Support on Cooking products across all brands

      • Spare Parts sales and stock overview to budgeted levels

      • Warranty claim management and escalation  

      • Support global and regional chains on trials, rollouts, technical escalations and resolution, reworks and upgrade programs

      Specialized Skills, Experience, Software and/or Equipment used to perform the job:

      Assist in the planning, development and management of Welbilt aftermarket systems in the MEA Region Assist in the planning, development and management of Welbilt aftermarket systems in the EMEA Region

      Person Specification:

      • Ability to communicate clearly and persuasively both verbally and in writing as well as deliver presentations to customers, colleagues and sub-ordinates.

      • Team player and positive contributor to the organizational and operational service development within the region.

      • Commercially aware and ability to balance cost and revenue business drivers with a high level of customer service

      • Flexible and prepared to go the extra mile to support our customers and our business.

      • A self-starter able to work on own initiative with minimal supervision

      • Resilient character able to work under pressure and deliver against tight deadlines

      Background/previous experience:

      • Ideally have knowledge of the commercial catering and / or hospitality sectors

      • Have worked in an engineering discipline for a capital equipment manufacturer or with large chains or franchised organizations

      • Experienced Trainer capable of delivering a full technical training course in a classroom and workshop environment

      • International travel in Africa and Middle East

      • Ideally electrically qualified to national standard, gas qualified would also be a bonus 

      Previous Industries/companies:

      • Commercial Catering

      • Engineering - ideally in a field service discipline

      • Electrical / Gas service

      Language(s): English and additional regional language an advantage


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