Technical Service Supervisor Kitchen Appliances

Job Description

Company Description

The company caters to diverse markets including retail, distribution, and large-scale projects, with stores in Dubai and Abu Dhabi and partnerships with major retailers and hypermarkets. MVP Appliances takes pride in its extensive portfolio of successful projects, delivering exceptional home and kitchen solutions to esteemed clients around the region.

Role Description

The Technical Service Supervisor will be responsible for overseeing day-to-day service operations, managing field technicians, and ensuring the efficient resolution of customer service requests. This role plays a key part in maintaining high service standards, improving operational efficiency, and enhancing overall customer satisfaction.

The ideal candidate will have strong technical expertise in major kitchen appliances, proven leadership experience, and the ability to effectively coordinate service activities, support technicians, and drive continuous improvement across service operations.

Key Responsibilities:

• Supervise the field technicians team by allocating and assigning jobs according to workload, urgency, and priority.
• Monitor daily installation, maintenance, and repair activities to ensure timely and efficient completion of all service requests.
• Provide technical guidance, troubleshooting support, and on-site assistance to technicians when required.
• Monitor and evaluate the performance of field technicians, identify areas for improvement, and implement corrective actions to enhance individual and team performance.
• Ensure technicians possess the required skills and knowledge to accurately diagnose, repair, and install products; identify training needs and coordinate relevant training and upskilling initiatives.
• Oversee service requests and tickets in the system to ensure all cases are resolved and closed within agreed timelines.
• Handle customer complaints and service escalation cases that cannot be resolved by the Customer Service Team.
• Coordinate with the Workshop In-Charge and Customer Service team to ensure the timely and smooth flow of repairs for both customer units and warehouse units.
• Manage spare parts inventory to maintain optimal stock levels and support uninterrupted service operations.
• Monitor spare parts usage and prepare regular consumption and inventory movement reports.
• Submit requests through the Service Manager to source required spare parts and obtain approvals for unit replacements when necessary.
• Request and follow up on technical support, product information, or solutions for complex service issues from manufacturers and suppliers through the Service Manager.
• Oversee the maintenance, servicing, and proper utilization of service center vehicles.
• Ensure all tools, equipment, and testing devices are properly maintained, calibrated where required, and readily available for technician use.
• Ensure compliance with company policies, technical standards, and health and safety regulations during all service operations.
• Prepare periodic reports on service activities, team productivity, spare parts consumption, and AMC performance.
• Maintain accurate documentation of all technical service operations, including service reports, repair records, and customer feedback.
• Identify and recommend process improvements to enhance operational efficiency, service quality, and customer satisfaction.

• 4–5 years of experience in technical service, appliance maintenance, or a related field
• Strong technical knowledge of major kitchen appliances
• Excellent leadership, communication, and problem-solving skills
• Experience managing technicians and service operations
• Proficiency in reporting and documentation
• Customer-focused mindset with strong attention to quality and efficiency
• Vocational Training Certificate/Diploma or equivalent qualification
• Must be currently available in the UAE