ELV Maintenance Manager

Job Purpose

The ELV Maintenance Manager is responsible for leading the service and maintenance operations of all ELV systems, ensuring high customer satisfaction, timely delivery of services, and compliance with technical standards. This role includes managing service teams, overseeing maintenance contracts, supporting project handovers, and driving continuous improvement in operational excellence.

Key Responsibilities:

Service Management:

• Plan, coordinate, and supervise all service and maintenance activities related to ELV systems (CCTV, Access Control, Fire Alarm, BMS, Public Address, Structured Cabling, etc.).
• Ensure efficient handling of preventive and corrective maintenance tasks.
• Respond to client service requests and ensure timely resolution of issues.

Team Leadership:

• Manage and mentor a team of ELV service engineers and technicians.
• Schedule resources effectively to meet SLAs and service deadlines.
• Monitor staff performance and identify training and development needs.

Customer Relationship Management:

• Act as the primary point of contact for clients regarding service issues and contract management.
• Ensure high levels of customer satisfaction through quality service delivery and timely communication.
• Conduct regular client meetings to review performance and address concerns.

Technical Oversight:

• Provide technical support and troubleshooting guidance for complex issues.
• Review system designs, schematics, and as-built documentation as required.
• Keep up to date with new technologies and ensure compliance with industry standards.

Contract & KPI Management:

• Manage annual maintenance contracts (AMCs) and ensure SLA compliance.
• Prepare service reports, KPI dashboards, and performance reviews for internal and client reporting.
• Support commercial team in preparing proposals and quotations for maintenance contracts.

Health & Safety:

• Ensure all works are executed in compliance with health and safety regulations.
• Conduct regular site audits and risk assessments.

Selection Criteria:

Qualifications & Experience:

• Bachelor’s degree or Diploma in Electrical/Electronics/Telecommunications Engineering or related field.
• Minimum 10 -years of experience in ELV systems, with at least 5 years in a supervisory or managerial role.
• Strong knowledge of systems such as CCTV, Access Control, Fire Alarm, BMS, Intrusion Detection, etc.
• Experience in service operations, AMC management, and client handling.
• Valid UAE driving license.

Skills & Competencies:

• Strong leadership and team management skills.
• Excellent communication and customer service skills.
• Problem-solving and analytical abilities.
• Project planning and resource management.
• Proficiency in MS Office and ELV-related software tools.
• Ability to work under pressure and meet tight deadlines.
• Able to travel within the UAE to visit multiple sites per business requirements.

Key Performance Indicators (KPIs):

• SLA adherence and response times
• Client satisfaction scores
• AMC renewal rate
• First-time resolution rate
• Team productivity and utilization
• Revenue growth from service contracts