Service Advisor - Dubai, United Arab Emirates - The Emirates Group

The Emirates Group
The Emirates Group
Verified Company
Dubai, United Arab Emirates

1 week ago

Ahmed Al-Mansouri

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Ahmed Al-Mansouri

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Description

Job Purpose:

To operate the dTS Maintenance Control Centre (MCC) and Service Desk activities providing airside technical support to meet internal and external customer requirements in a professional manner.

Ensures reported maintenance faults/ service requests are prioritised and addressed in a timely manner thus avoiding / minimizing aircrafts delays due to any equipment downtime.


Job Outline:
Plan
  • Monitor the activities of the ramp breakdown team to ensure that the equipment and manpower is being optimally utilised and the team records details of work done, parts used, time taken and work status updates to enable accurate reporting.
  • Effectively utilise available systems (VTMS, MMS, ICRS, deBI) to manage day to day operations and generate operational reports.
  • Support Service Delivery officer (SDO) in managing day to day manpower, allocation, leave planning and overtime.
Deploy
  • Ensure that Ramp Breakdown teams are deployed to attend breakdowns reported by customers on priority basis, in an effective manner, so that response time KPI are met.
  • Deploys Tyre, Recovery and Spill Team as and when required to complete the task, within the agreed KPI
  • Allocate vehicles and IT assets on a daily basis to the ramp breakdown teams and ensure the serviceability of these assets by co ordinating with workshops and IT.
Lead
  • Be the first point of contact for customer calls (internal & external) reporting any maintenance faults/ service request on equipment and vehicles maintained by the technical services workshop.
  • Be the point of contact, responsible for assigning task to relevant workshop groups, collect and relay required information to satisfy customer queries, thus providing excellent customer service.
  • Leads Entry/Exit gate staff and ensure that the asset movement are properly captured and relevant systems are updated as per the standard process.
  • Leads Entry/ Exit gate staff to conduct the preliminary inspection of equipment delivered to workshop for maintenance /repair and initiate Vehicle Movement Tag process.
Execute
  • Initiate work orders on receipt of breakdown calls and record all relevant information in relevant systems as per the standard procedure.
Ensure the service desk call logs are correctly and timely updated and are easily available for reference.
  • Ensure that the dEBI Serviceability Dashboard is kept updated and accurate, through the MMS Up/Down feature and the Entry / Exit Gate function.
Answer any calls from operational departments regarding Serviceability issues and highlight operational shortages to the Service Delivery Officer.
  • Utilise the GSE Telematics Airport Map to monitor the Ground Support Equipment status and update any status changes on receipt of relevant information.
  • Liaise with the Ancillary Services Team regarding adhoc washing and refuelling requests from internal and external customers.
  • Answer all customer calls coming into the MCC, advising and directing them accordingly.
  • Collate information and produce reports as requested by SDO's/ dTS Management.

Qualifications & Experience:
Qualifications: - Vocational or Diploma (12+2 or equivalent)

Experience :

  • a)
Airport Operations. - b) Experience in maintenance and repair roles in a medium size repair and maintenance organisation Knowledge/ Skills:

  • Fluent written and spoken English is essential
  • Good communication and people skills.
  • Knowledge of ramp operations especially ground support equipment usage
  • Knowledge of maintenance practices and procedures
  • Knowledge of Microsoft Office packages
  • Experience in work-order management using a maintenance management system
  • Experience in a customer facing role would be an advantage
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