Work Controller - Service Operations Job Vacancy in UAE Dubai
Posted date [2025-03-22]
(ID: 33990)
 |
Established in the 1930s as a trading business, Al-Futtaim is one of the most progressive regional family business houses headquartered in Dubai, United Arab Emirates. |
Work Controller - Service Operations
Al-Futtaim is looking for a motivated and detail-oriented Work Controller to manage repair requests, coordinate technical support, and handle service-related communications for office automation and AV equipment. This role is based in Dubai and supports the seamless delivery of customer service and operational efficiency across our technical teams.
Job Location: Dubai, United Arab Emirates
Job Industry: Consumer Electronics and IT Services
Job Function: Service Operations and Work Control
Job Type: Full-time
Salary: Negotiable
Gender: Any
Candidate Nationality: Any
Candidate Current Location: UAE preferred
Application Deadline: April 30, 2025
Why Consider This Work Controller Role at Al-Futtaim?
- Be part of one of the UAE’s most recognized and respected conglomerates
- Play a central role in ensuring customer satisfaction through timely service
- Enjoy exposure to premium brands in the electronics and IT sector
What Are the Primary Responsibilities of a Work Controller?
As a Work Controller, you will act as the link between the service delivery team, customers, and support functions. You’ll manage service requests, coordinate technician schedules, and ensure customer calls and complaints are handled promptly and professionally.
Key Responsibilities
Customer Service and Job Management
- Log service and delivery requests accurately and promptly
- Answer incoming customer calls and provide first-line support for issues related to printers, MFPs, and AV systems
- Allocate jobs based on geography and technician availability to maximize productivity
- Ensure service response SLAs are met with minimal abandoned calls
- Maintain strong relationships with customers and manage complaints effectively
Coordination and Scheduling
- Plan preventive maintenance based on AMC terms or document volumes
- Work closely with field technicians, delivery drivers, and supervisors to schedule site visits and parts deliveries
- Ensure customers are updated on appointment changes or service delays
- Coordinate with the warehouse for parts and equipment availability
SAP and Reporting
- Handle the complete service job lifecycle in SAP, including notifications, service orders, parts requests, job updates, and invoicing
- Prepare estimates and quotations with awareness of spare parts and pricing
- Track job status and approvals for repair estimates
- Maintain documentation and ensure accurate filing of service records
- Generate weekly MIS and performance reports
AV and Printer Support
- Monitor the service progress of Audio-Visual and Office Automation equipment
- Conduct daily follow-ups with technicians and customers for job status
- Record and report a minimum number of outbound “hello calls” to clients weekly
- Support collections by following up on pending customer payments
What Experience and Skills Are Needed?
- Bachelor’s degree in Business, IT, or a related discipline
- 3 to 5 years of experience in work control or inventory management within the electronics or IT service industry
- Strong knowledge of MS Excel, Outlook, and PowerPoint
- Familiarity with SAP service modules is a strong advantage
- Experience in handling customer queries and providing first-line technical support
What Core Skills Should You Bring?
- Strong communication and interpersonal skills
- Analytical thinking and effective problem-solving ability
- Organizational excellence and time management
- Customer-first mindset with a focus on service delivery
- Business acumen and understanding of service workflows
What Benefits Come with This Role?
- Work with a dynamic and high-performing team
- Opportunities to grow within one of the UAE’s top business groups
- Be at the center of technical service operations and client satisfaction
- Gain experience in both office automation and AV technology support
About the Company
Al-Futtaim Group is a leading regional business conglomerate with a diversified portfolio across automotive, real estate, retail, financial services, and healthcare. With more than 35,000 employees in over 20 countries, the Group represents over 200 global brands and is known for excellence, customer-centricity, and sustainable growth. Joining Al-Futtaim means becoming part of a legacy that values integrity, innovation, and high performance.
Al-Futtaim is looking for a motivated and detail-oriented Work Controller to manage repair requests, coordinate technical support, and handle service-related communications for office automation and AV equipment. This role is based in Dubai and supports the seamless delivery of customer service and operational efficiency across our technical teams.
Job Location: Dubai, United Arab Emirates
Job Industry: Consumer Electronics and IT Services
Job Function: Service Operations and Work Control
Job Type: Full-time
Salary: Negotiable
Gender: Any
Candidate Nationality: Any
Candidate Current Location: UAE preferred
Application Deadline: April 30, 2025
Why Consider This Work Controller Role at Al-Futtaim?
- Be part of one of the UAE’s most recognized and respected conglomerates
- Play a central role in ensuring customer satisfaction through timely service
- Enjoy exposure to premium brands in the electronics and IT sector
What Are the Primary Responsibilities of a Work Controller?
As a Work Controller, you will act as the link between the service delivery team, customers, and support functions. You’ll manage service requests, coordinate technician schedules, and ensure customer calls and complaints are handled promptly and professionally.
Key Responsibilities
Customer Service and Job Management
- Log service and delivery requests accurately and promptly
- Answer incoming customer calls and provide first-line support for issues related to printers, MFPs, and AV systems
- Allocate jobs based on geography and technician availability to maximize productivity
- Ensure service response SLAs are met with minimal abandoned calls
- Maintain strong relationships with customers and manage complaints effectively
Coordination and Scheduling
- Plan preventive maintenance based on AMC terms or document volumes
- Work closely with field technicians, delivery drivers, and supervisors to schedule site visits and parts deliveries
- Ensure customers are updated on appointment changes or service delays
- Coordinate with the warehouse for parts and equipment availability
SAP and Reporting
- Handle the complete service job lifecycle in SAP, including notifications, service orders, parts requests, job updates, and invoicing
- Prepare estimates and quotations with awareness of spare parts and pricing
- Track job status and approvals for repair estimates
- Maintain documentation and ensure accurate filing of service records
- Generate weekly MIS and performance reports
AV and Printer Support
- Monitor the service progress of Audio-Visual and Office Automation equipment
- Conduct daily follow-ups with technicians and customers for job status
- Record and report a minimum number of outbound “hello calls” to clients weekly
- Support collections by following up on pending customer payments
What Experience and Skills Are Needed?
- Bachelor’s degree in Business, IT, or a related discipline
- 3 to 5 years of experience in work control or inventory management within the electronics or IT service industry
- Strong knowledge of MS Excel, Outlook, and PowerPoint
- Familiarity with SAP service modules is a strong advantage
- Experience in handling customer queries and providing first-line technical support
What Core Skills Should You Bring?
- Strong communication and interpersonal skills
- Analytical thinking and effective problem-solving ability
- Organizational excellence and time management
- Customer-first mindset with a focus on service delivery
- Business acumen and understanding of service workflows
What Benefits Come with This Role?
- Work with a dynamic and high-performing team
- Opportunities to grow within one of the UAE’s top business groups
- Be at the center of technical service operations and client satisfaction
- Gain experience in both office automation and AV technology support
About the Company
Al-Futtaim Group is a leading regional business conglomerate with a diversified portfolio across automotive, real estate, retail, financial services, and healthcare. With more than 35,000 employees in over 20 countries, the Group represents over 200 global brands and is known for excellence, customer-centricity, and sustainable growth. Joining Al-Futtaim means becoming part of a legacy that values integrity, innovation, and high performance.
