Service Center Manager

Company Description Active Fitness Store is a leading provider of premium gym, fitness, and sports equipment across GCC countries. We cater to both home-use and commercial needs, offering top-tier products from industry-leading brands. Our mission is to support customers in achieving their fitness goals by supplying quality equipment with exceptional service. We take pride in being a trusted partner for fitness enthusiasts and professionals alike, delivering value and reliability in every purchase.Role Description The Service Center Manager is a full-time, on-site role based in Dubai, United Arab Emirates, responsible for overseeing daily operations of the technical service and after-sales support functions. This role manages service center staff, schedules and prioritizes service requests, and ensures timely resolution of installation, maintenance, and repair activities for fitness, sports, and wellness equipment. The Service Center Manager monitors service quality, implements standard operating procedures, and coordinates with logistics, sales, and project teams to deliver seamless customer experiences. The role includes tracking performance metrics, managing spare parts and inventory, handling escalations, and maintaining accurate service records and reports. The Service Center Manager also supports continuous improvement initiatives, trains team members, and ensures compliance with safety, warranty, and company policies.Requirements Operations & Workflow Structuring ● Design and implement robust Standard Operating Procedures (SOPs) for the service center to ensure consistent, high-quality service delivery. ● Structure and oversee the daily scheduling of field technician visits, balancing geographical efficiency with customer urgency. ● Monitor service turnaround times (TAT) and implement process improvements to reduce downtime for customer fitness equipment. ● Oversee the end-to-end repair lifecycle, ensuring all service tickets are accurately logged, tracked, and closed in the service management system. Resource Utilization & Team Leadership ● Optimize the deployment of field technicians and in-house mechanics to maximize daily capacity and minimize travel time. ● Conduct regular capacity planning to ensure the service center is adequately staffed to handle peak seasons and high ticket volumes. ● Train, mentor, and evaluate service center staff, fostering a culture of accountability, efficiency, and customer satisfaction. Customer Escalation Management ● Serve as the highest point of contact for complex customer complaints, service delays, or unresolved repair issues. ● De-escalate tense situations with professionalism, offering fair and timely resolutions that align with company policies while preserving customer loyalty. ● Analyze escalation trends to identify root causes (e.g., recurring equipment defects, communication gaps) and proactively address them. Spare Parts & Inventory Management ● Manage the procurement, storage, and allocation of spare parts to ensure technicians have the necessary materials for first-time fix success. ● Maintain accurate inventory records and establish minimum stock thresholds for high-demand fitness equipment components. ● Liaise with equipment manufacturers and suppliers to expedite backordered parts and negotiate favorable terms. Warranty Claims & Approvals ● Manage the complete under-warranty claims process, ensuring adherence to manufacturer guidelines and Active Fitness Store policies. ● Review and approve warranty repair requests, verifying proof of purchase, warranty validity, and defect details. ● Coordinate with original equipment manufacturers (OEMs) for claim reimbursements and replacement part dispatches. Qualifications & Requirements ● Experience: Minimum of 5 years of experience in service center operations, field service management, or after-sales support, preferably within the fitness equipment, consumer electronics, or appliance industries. At least 2 years in a managerial or supervisory role. ● Operational Expertise: Proven track record of structuring workflows, managing dispatch schedules, and improving operational metrics (e.g., First-Time Fix Rate, Customer Satisfaction Score). ● Escalation Handling: Exceptional conflict resolution and negotiation skills, with a demonstrated ability to turn negative customer experiences into positive outcomes. ● Technical Acumen: Strong understanding of mechanical/electrical repair processes, inventory management, and warranty adjudication. ● Technology Skills: Proficiency in CRM and Field Service Management software (e.g., Salesforce, Zendesk, ServiceMax) and Microsoft Office Suite. ● Education: Bachelor’s degree in Business Administration, Operations Management, or a related field is preferred.