Job Title: Technical and Operational Manager – Service Department
Company: CEW
Location: Sanaa, Yemen

About Us:

CEW has been a leading distributor and legal agent for Dell computers and APC Schneider for the Yemen market for over 32 years. We pride ourselves on delivering exceptional service and cutting-edge technology solutions to our clients. With numerous service agreements in the telecom and banking sectors, we provide specialized support for data centers, Dell equipment, and APC power and cooling systems. As we continue to grow, we are seeking a highly skilled and experienced Technical and Operational Manager to lead our Service Department.

Job Description:

The Technical and Operational Manager will be responsible for overseeing the day-to-day operations of the Service Department, ensuring efficient and effective service delivery, and managing a team of technical professionals. This role requires strong leadership skills, technical expertise, and a customer-centric approach to meet and exceed client expectations.

Key Responsibilities:

• Leadership and Management: Lead, mentor, and manage a team of technical support staff and engineers. Ensure the team is motivated and aligned with company goals.
• Service Operations: Oversee all service operations, including installation, maintenance, and repair of Dell computers and APC Schneider equipment. Ensure timely and high-quality service delivery.
• Technical Expertise: Provide technical guidance and support to the team. Resolve complex technical issues and act as an escalation point for critical problems.
• Process Improvement: Develop and implement standard operating procedures to enhance service efficiency and customer satisfaction. Continuously evaluate and improve service processes.
• Customer Relations: Build and maintain strong relationships with clients, particularly in the telecom and banking sectors. Address customer concerns and ensure a high level of customer satisfaction.
• Data Center Support: Manage service agreements and support for data centers, ensuring optimal performance of Dell equipment and APC power and cooling systems.
• Reporting and Analysis: Monitor service metrics and generate reports to track performance. Analyze data to identify trends and areas for improvement.
• Compliance and Safety: Ensure all service activities comply with industry standards, safety regulations, and company policies.

Qualifications:

• Bachelor’s degree in Computer Science, Engineering, or a related field.
• Minimum of 5 years of experience in a technical support or service management role, preferably with Dell and APC Schneider products.
• Strong technical knowledge of computer systems, networks, APC Schneider power, and cooling equipment.
• Excellent leadership and team management skills.
• Strong problem-solving abilities and the capacity to work under pressure.
• Excellent communication and interpersonal skills.
• Ability to develop and implement efficient service processes.
• Customer-focused with a strong commitment to quality and service excellence.
• Experience in managing service agreements for data centers, telecom, and banking sectors is highly desirable.

Benefits:

• Competitive salary and performance-based bonuses.
• Incentives on Target, other employee benefits.
• Opportunities for professional growth and development.
• A collaborative and supportive work environment.