Duty Manager – Customer Service Desk Job Vacancy in Rolls-Royce Jebel Ali – Latest Jobs in Jebel Ali – updated today

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Company Name : Rolls-Royce
Location : Jebel Ali
Position : Duty Manager – Customer Service Desk

Job Description : Job Description
Lead & Embrace possibilities
An exciting opportunity has arisen to join our team of Rolls-Royce Power Systems/MTU Middle East in Dubai as a Duty Manager – Customer Service Desk.
As a Duty Manager – Customer Service Desk, you will play a significant role in acting as main point of contact for SME LSD Service Partners and equipment users worldwide for all high-priority operational service calls and resolutions and leading the RRS Middle East (SME) Customer Service, Local Service Desk (LSD) team of case owners to achieve Service Excellence delivery to our customers and partners.
You will be Responsible for the Case Management System integrity including capturing all service-related inquiries, categorization and prioritization of inquiries as per fault level, criticality and date/time requirements of equipment users.
At Rolls-Royce, innovation is in our DNA. We pioneer integrated power and propulsion solutions across multiple markets. We embrace the power of data and technology and we aim to be Digital First in everything we do.
At Rolls-Royce, we develop integrated power and propulsion solutions and innovative technologies that keep our customers one step ahead of an ever- changing world.
Key Accountabilities:
Lead the RRS Middle East (SME) Customer Service, Local Service Desk (LSD) team of case owners to achieve Service Excellence delivery to our customers and partners.
Provide functional oversight of the SME ‘Local Service Desk’ and integrated ‘Resolution Team’.
Initiate resolution processes including fault analysis, spare parts and logistics, field deployment, agreeing plans with relevant customers and implementing the corresponding solutions for complex high-priority service inquiries and Produce reports including regular updates for high-priority service calls (P1 to P3) and prompt internal reporting to Service management and the Leadership Team of all complex high-priority malfunctions at equipment users.
Proactively monitor all service call deadlines logged by SME service partners and identify critical, high-priority service calls.
Guide continuous improvement of operational and logistical customer care service process flows with the aim of improving customer satisfaction.
Coordination and monitoring of all requisite actions related to finding solutions and having them implemented by supporting functions (e.g. Product Support, Service Sales, IT, Logistics, etc.).
Lead and own the HS&E function for the SME regional office in accordance with RRS HS&E policies, ensure the SME teams are adhering to HS&E policies and requirements to ensure the safety of every employee and liaise with the RRS head quarters on all HS&E related matter and reporting requirements.
Act as the Stationary Solutions LSD Case owner to support distributors and equipment users worldwide for all high-priority operational service calls and resolutions, ensure timing support, execution, updating and closure of stationary solutions LSD tickets and achieve excellent customer service feedback through system generated Customer satisfaction survey.
Qualification/ Experience and Competencies:
Bachelor’s degree in Mechanical Engineering or Industrial Engineering and first hand experience of failure analysis or service engineering experience with internal combustion engines or extensive experience of failure analysis or service engineering experience with internal combustion engines.
Excellent mechanical or electrical knowledge of engines and tools, including their designs, controls, uses, repair, and maintenance, including major engine overhaul and the tune-up of diesel engines and components.
Excellent analytical and creative problem-solving skills, when problems are very complex.
Excellent organizational, planning and follow up skills along with strong negotiating competence and resilience to influence others in an intercultural business environment.
Strong ability to work without supervision, under management by objectives (MBO) and under multiple priorities.
Strong knowledge of the Service, Logistics, Order Management, etc. functions.
Strong oral, written and presentation communication skills.
Strong interpersonal skills and the ability to work effectively though others.
Good knowledge of MTU products and their uses and applications.
Willingness to work a non-standard work schedule typical in a service support role.
Proficient with MS Office Suite.
Preferred to have:
Knowledge of Diesel engines, distributed energy systems, propulsion and drive systems.
SAP
We offer excellent development prospects, along with a competitive salary and benefits.

Create an enduring legacy. Join us and you’ll develop your skills and expertise to the very highest levels, working in an international environment for a company known the world over for excellence and innovation.
Our People are our Power
We are pioneers of power. At Rolls-Royce we impact the world by being free to innovate, explore and be brilliant. Our excellence today, builds on our strong heritage and makes us advance beyond tomorrow.

Trusted to deliver excellence.
We are an equal opportunities employer. We’re committed to developing a diverse workforce and an inclusive working environment. We believe that people from different backgrounds and cultures give us different perspectives. And the more perspectives we have, the more successful we’ll be. By building a culture of respect and appreciation, we give everyone who works here the opportunity to realize their full potential. So that you can be your best at work and home, we’ll consider flexible working arrangements for everyone, in any role. Click here for more details on how we can support you.
You can learn more about our global Diversity and Inclusion strategy here .
Job Category
Service Operations
Posting Date
14 Mar 2022; 00:03

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