Customer Service Manager; m​/f​/d

Overview

Title: Customer Service Manager

Location: Dubai Silicon Oasis (DSO), UAE

Sector: Enterprise Tech / IT Hardware Manufacturing (AI Servers & Storage)

Reports to: Deputy COO

Role

Purpose:

The Customer Service Manager is responsible for the health, stability, and satisfaction of KERNO’s installed base. You will lead the UAE-based support ecosystem, ensuring that enterprise clients—ranging from government entities to private cloud providers—receive world-class technical support that aligns with KERNO’s "Full Throttle" service commitments.

• Oversee the end-to-end incident management process for hardware failures, firmware bugs, and performance bottlenecks.
• Ensure strict adherence to Tier 1, 2, and 3 support workflows, specifically managing the 4-hour onsite response targets for premium "Full Throttle" clients.
• Lead "Post-Mortem" or Root Cause Analysis (RCA) meetings for critical hardware failures to ensure continuous improvement in manufacturing or firmware updates.
• Manage the relationship between the customer and KERNO’s localized UAE Technical Support Center.
• Coordinate the dispatch of field engineers and the "Spares Management" logic—ensuring critical components (GPUs, drives, power supplies) are available locally in Dubai for immediate replacement.
• Utilize KERNO’s Customer Training Center to proactively educate client admins on basic maintenance and hardware diagnostics.
• Monitor the "health score" of key accounts, tracking recurring issues or aging hardware that may require a refresh or upgrade.
• Work closely with the Sales team to manage contract renewals and upsells to higher support tiers.
• Act as the "Voice of the Customer" back to the R&D and Manufacturing teams in DSO to influence the next generation of KERNO servers.
• Ensure all service activities comply with KERNO’s Zero-Trust hardware security protocols.
• Manage the rollout of critical security patches and firmware updates across the client’s infrastructure without compromising their operational uptime.

Experience:

• 10+ Years in IT Service Management (ITSM) or Technical Support Leadership.
• Extensive experience managing Mission-Critical Support for enterprise hardware.
• Deep familiarity with the UAE enterprise landscape, particularly public sector and high-security requirements.

Technical

Competencies:

• ITIL Expert or Master level certification is highly preferred.
• Strong technical background in Server/Storage maintenance, Linux environments, and hardware diagnostics.
• Understanding of SLA/OLA structures within a manufacturing-to-service context.

Soft Skills:

• Crisis Leadership:
  Calm under pressure when dealing with data center outages or hardware failures.
• Customer Advocacy: A relentless focus on "solving for the customer" while balancing internal manufacturing constraints.
• Communication:
  Ability to explain complex technical hardware failures in clear business terms to executive stakeholders.