Field Service Manager

Purpose of the Role
This role is responsible for the in-country delivery of Vertiv's service operations across both Power Train and Thermal Chain product lines. Operating within the new functionally aligned EMEA model, this role acts as the local execution lead, ensuring alignment with centralized functional standards while delivering exceptional customer service across UAE. This role bridges the gap between EMEA-wide functional leadership and local market execution, ensuring that global standards are implemented effectively within the UAE operating environment.
Customers
Internal: Sales, Admin, Training department, Marketing, Product & Solutions Team
External: Customers, Suppliers, Subsidiaries, Distributors
Functional Alignment | EMEA Services (Dotted line to Functional Leads)
Key Responsibilities
Service Delivery & Operations
- Lead end-to-end service delivery for Powertrain (UPS, batteries, power distribution) and Thermal Chain (precision cooling, chillers) in UAE
- Ensure all service activities meet EMEA-defined standards, processes, and quality benchmarks
- Manage contract and non-contract service execution, ensuring SLA compliance
- Coordinate with centralized Scheduling & Dispatch to optimize local engineer deployment
- Drive preventive and corrective maintenance programmed execution
Functional Alignment & Governance
- Operate within the functionally aligned EMEA model, taking directions from central functional leads (Power Train, Thermal Chain, Technical Support, Remote Services)
- Implement standardized processes, tools, and reporting frameworks as defined by Central Service Support
- Participate in EMEA governance cadences and performance review cycles
- Ensure local compliance with EMEA-wide service policies and standards
Customer Management
- Serve as the primary service escalation point for key customers in UAE
- Drive customer satisfaction (CSAT) and Net Promoter Score (NPS) improvements
- Support commercial teams with technical service expertise for contract renewals and new business
- Manage customer communication during critical incidents and escalations
Team Leadership & Development
- Lead, coach, and develop the local field service engineering team
- Work with Technical Support & Training function to ensure engineers maintain required certifications and competencies
- Drive a culture of safety, quality, and continuous improvement
- Manage local recruitment, onboarding, and performance management in partnership with HR
Materials & Logistics Coordination
- Coordinate with the centralized Material & Logistics function to ensure parts availability in UAE
- Manage local forward stocking locations and inventory accuracy
- Support customs, compliance, and cross-border logistics requirements specific to UAE
Remote Service Integration
- Support the adoption and growth of Remote Service & Support capabilities locally
- Ensure customer site connectivity and remote monitoring readiness
- Drive reduction in unnecessary on-site dispatches through remote-first resolution
Health, Safety & Environment (HSE)
- Ensure full compliance with Vertiv HSE standards and UAE regulatory requirements
- Drive zero-harm culture across all field operations
- Manage incident reporting, investigation, and corrective actions
Experience / Skills / Other
Mandatory
Bachelor’s degree in electrical / mechanical engineering, or related technical discipline or 3-5 Years’ experience in similar management role
Minimum 8–10 years of experience in field service management within critical infrastructure, data centers, or power/cooling systems
Minimum 3–5 years in a people leadership role managing field service engineers
Proven experience managing service operations in UAE or West Africa
Experience working within a matrix/functional organization structure
Track record of deliveries against SLA commitments and customer satisfaction targets
Pre-requisites
Fluency in English written & local language
Preferred background
Professional certifications in critical infrastructure (UPS, cooling systems)
Travel
Extensive travel expected at 70% of the year
Occasional international travel to EMEA regional meetings and training
On-call availability for critical customer escalations
Field-based work environments, including data centers, industrial sites, and commercial buildings
Required Competencies | Description
Customer Focus | Relentless commitment to customer outcomes and service excellence
Functional Collaboration | Ability to work effectively within a matrix structure, taking direction from multiple functional leads
Execution Excellence | Drives operational rigor, process compliance, and consistent delivery
People Leadership | Develops, motivates, and retains high-performing field teams
Commercial Acumen | Understands the commercial value of service and contributes to revenue growth
Safety Leadership | Champions a zero-harm culture and leads by example
Adaptability | Thrives in a transforming organization and embraces change
Communication | Clear, professional communication with stakeholders at all levels
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Skills
Onboarding