Field Service Manager

Purpose of the role

Service delivery and governance

• Lead service delivery for UPS, batteries, power distribution, precision cooling, and chillers; ensure quality and SLA compliance for contract and non-contract work.
• Coordinate engineer scheduling and deployment and drive preventive and corrective maintenance execution.
• Implement central standards, processes, tools, and reporting; participate in EMEA governance and performance reviews.

Customers and team leadership

• Serve as primary service escalation contact for key UAE customers; manage critical-incident communication and improve CSAT and NPS.
• Provide technical service expertise to commercial teams for renewals and new business.
• Lead and develop local field engineers; coordinate competencies, certifications, recruitment, onboarding, and performance management with relevant teams.

Materials, remote service, and safety

• Coordinate parts availability, local stock locations, inventory accuracy, customs, and cross-border logistics.
• Support remote-service growth, customer-site connectivity, and monitoring readiness; reduce unnecessary site visits through remote-first resolution.
• Ensure HSE and UAE regulatory compliance, champion zero harm, and manage incident reporting, investigation, and corrective actions.

Experience and qualifications

• Bachelor’s degree in electrical or mechanical engineering or a related technical discipline, or 3–5 years’ experience in a similar management role.
• Minimum 8–10 years in field service management in critical infrastructure, data centers, or power/cooling systems.
• Minimum 3–5 years leading people and managing field service engineers; UAE or West Africa service-operations experience is required.
• Experience in a matrix organization and a record of delivering against SLAs and customer satisfaction targets.
• Fluency in English and a local language is required; critical infrastructure, UPS, or cooling-system certifications are preferred.

Travel and work setting

• Extensive travel is expected, stated as 70% of the year, with occasional international EMEA travel.
• Work includes data centers, industrial sites, and commercial buildings; on-call availability for critical customer escalations is expected.