Branch Operation Manager

at  Carrier

MINIMUM REQUIREMENTS:

• 3-5 years of experience in a service operations company
• Experience in HVAC or related industries
• Excellent English skills both spoken and written
• Excellent Cost Management, Health and safety standards and Project skills
• Mechanical or Electrical Engineer degree

Leadership:

• Conduct performance appraisals and training sessions for technicians, focusing on enhancing productivity and reducing waste.
• Direct the day-to-day functions of field staff, setting clear goals for efficiency and profitability.
• Educate and train the team to improve work quality, reduce complaints and callbacks, and increase customer retention.
• Assess technician performance and recommend training needs that contribute to better performance metrics.

Documentation & Compliance:

• Prepare and submit necessary documentation for site access permissions as required by local authorities or clients.
• Obtain governmental approvals for maintenance activities that may be subject to regulatory oversight or environmental impact assessments.
• Prepare detailed invoices reflecting the scope of work performed, materials used, labor hours billed, and any other relevant charges.

Customer Care:

• Handle all customer complaints at the site with a focus on resolving issues quickly to maintain high levels of customer satisfaction.
• Provide efficient, courteous, and timely services to customer requests and inquiries, ensuring repeat business.
• Coordinate with customers regarding maintenance visits, optimizing schedules to minimize disruption to their operations.
• Conduct regular customer meetings across all UAE sites to discuss maintenance plans, address concerns, and gather feedback.
• Implement strategies to enhance customer satisfaction across all sites, ensuring a consistent level of service quality.

Technical:

• Plan and execute maintenance jobs efficiently to ensure customer satisfaction and cost-effectiveness.
• Guide and assist technicians in service problems, focusing on quick resolution and minimal downtime.
• Address difficult service problems promptly and educate technicians on technical aspects for future reference, aiming to reduce repeat issues.
• Conduct site inspections and provide estimates for manpower and material costs, optimizing resource allocation.
• Prepare job cards, inspection reports, field reports, and time sheets for the team, ensuring accurate tracking of work hours and expenses.
• Request materials for required parts and follow up on parts requirements.
• Ensure cost control and asset optimization, identifying opportunities for savings without compromising quality.
• Meet targets for tools, consumables, and protective equipment, balancing quality with cost considerations.
• Approve overtime and vacation leave for technicians, aligning with project timelines and budget constraints.

Productivity & Profitability:

• Monitor key performance indicators related to productivity such as job completion rates, average repair times, and technician utilization rates.
• Analyze cost data to identify trends in material usage, labor costs, and overhead expenses.
• Implement continuous improvement initiatives that enhance productivity while reducing operational costs.
• Collaborate with the department Head to align maintenance activities with budgetary goals and objectives.

EH&S - Environmental Health & Safety:

• Implement UTS Carrier EH&S standards within area of control, ensuring compliance while maintaining operational efficiency.
• Identify environmental aspects/health hazards in area of responsibility promptly to prevent costly incidents.
• Report all near miss, accident, incident, occupational illnesses, and environmental incidents to management immediately.