Maintenance manager

Maintenance, installation, and spare parts supervisors; engineers, technicians, and their assistants; and coordination and reception staff assigned to the department under the approved organizational structure.

Job Purpose

Lead the Maintenance and After-Sales Services Department and develop its plans, policies, and budget. Ensure safe, high-quality, and timely maintenance, installation, and warranty services while improving customer satisfaction and service profitability, developing the team, controlling resources and spare parts, and managing relationships with manufacturers and suppliers.

Duties and Responsibilities

• Develop the maintenance and after-sales service strategy and plans, aligning them with company objectives, sales, and the customer experience.
• Prepare the annual budget and forecasts; monitor revenue, costs, profitability, investments, and variances; and recommend corrective actions.
• Design and approve the operational structure, service delivery models, and policies governing workshop operations, field services, installation, warranty, and technical escalation.
• Determine service capacity, geographical coverage, working hours, shifts, and requirements for personnel, vehicles, and tools.
• Lead supervisors and monitor work allocation, appliances awaiting repair, overdue work orders, and critical cases to ensure service continuity.
• Approve standards for diagnosis, repair, installation, testing, and technical closure, and review high-cost or recurring cases.
• Manage first-time fix rates, turnaround time, productivity, returns, complaints, and customer satisfaction indicators, and implement improvements.
• Manage technical support and warranty relationships with manufacturers and obtain the necessary technical bulletins, training, tools, and authorizations.
• Approve spare parts requirements, safety stock levels, and critical parts plans; and review availability, stock turnover, slow-moving inventory, discrepancies, and damaged stock.
• Coordinate with Purchasing, Finance, and Warehouses on supply, costs, alternatives, claims, warranty provisions, and stocktaking.
• Approve pricing policies for maintenance services, contracts, and quotations within management guidelines, and review profit margins and service competitiveness.
• Review and approve claims, costs, discounts, and compensation within delegated authority and financial controls.
• Manage major customer complaints and escalated cases, providing balanced technical and commercial solutions that protect both the customer and the company.
• Develop the network of service centers or authorized service partners and monitor their performance and compliance with contracts, quality requirements, branding, and standards.
• Select and evaluate supervisors and technicians in coordination with Human Resources, and approve training, succession, development, and technical certification plans.
• Conduct periodic performance reviews, determine incentives and corrective actions, and submit recruitment and promotion recommendations in accordance with applicable requirements.
• Ensure compliance with health, safety, and environmental requirements; investigate incidents and risks; and enforce electrical, gas, refrigeration, and handling regulations.
• Ensure the safety, insurance coverage, and authorized use of maintenance vehicles, assigned assets, tools, and measuring and calibration equipment.
• Lead the digital transformation of work order, inventory, appointment, reporting, and dashboard systems, and improve data quality.
• Prepare senior management reports, analyze trends, risks, and opportunities, and provide recommendations based on data.
• Coordinate with Sales, Customer Service, Marketing, Finance, Human Resources, and Supply Chain to deliver a consistent customer experience.
• Protect the confidentiality of customer, pricing, warranty, supplier, and inventory information, and prevent conflicts of interest and unauthorized use.
• Manage emergency and business continuity plans for widespread product failures, spare parts shortages, system outages, and disruptions at critical locations.
• Perform other duties assigned by the direct manager within the scope of the role and approved authority.

Qualifications, Experience, and Competencies

The following requirements represent the appropriate minimum qualifications for the Maintenance Manager position. Equivalent qualifications or experience may be accepted based on company needs.

Requirements

Bachelor’s degree in Electrical Engineering, Electronics Engineering, Mechanical…