Customer Service Manager (m/f/d)

**Title: Customer Service Manager** **Location** : Dubai Silicon Oasis (DSO), UAE **Sector** : Enterprise Tech / IT Hardware Manufacturing (AI Servers \& Storage) **Reports to** : Deputy COO **Role Purpose** The **Customer Service Manager** is responsible for the health, stability, and satisfaction of KERNO’s installed base. You will lead the UAE\-based support ecosystem, ensuring that enterprise clients—ranging from government entities to private cloud providers—receive world\-class technical support that aligns with KERNO’s "Full Throttle" service commitments. **Key Responsibilities** * Oversee the end\-to\-end incident management process for hardware failures, firmware bugs, and performance bottlenecks. * Ensure strict adherence to Tier 1, 2, and 3 support workflows, specifically managing the 4\-hour onsite response targets for premium "Full Throttle" clients. * Lead "Post\-Mortem" or Root Cause Analysis (RCA) meetings for critical hardware failures to ensure continuous improvement in manufacturing or firmware updates. * Manage the relationship between the customer and KERNO’s localized UAE Technical Support Center. * Coordinate the dispatch of field engineers and the "Spares Management" logic—ensuring critical components (GPUs, drives, power supplies) are available locally in Dubai for immediate replacement. * Utilize KERNO’s Customer Training Center to proactively educate client admins on basic maintenance and hardware diagnostics. * Monitor the "health score" of key accounts, tracking recurring issues or aging hardware that may require a refresh or upgrade. * Work closely with the Sales team to manage contract renewals and upsells to higher support tiers. * Act as the "Voice of the Customer" back to the R\&D and Manufacturing teams in DSO to influence the next generation of KERNO servers. * Ensure all service activities comply with KERNO’s Zero\-Trust hardware security protocols. * Manage the rollout of critical security patches and firmware updates across the client’s infrastructure without compromising their operational uptime. **Candidate Profile** **Experience:** * 10\+ Years in IT Service Management (ITSM) or Technical Support Leadership. * Extensive experience managing Mission\-Critical Support for enterprise hardware. * Deep familiarity with the UAE enterprise landscape, particularly public sector and high\-security requirements. **Technical Competencies:** * ITIL Expert or Master level certification is highly preferred. * Strong technical background in Server/Storage maintenance, Linux environments, and hardware diagnostics. * Understanding of SLA/OLA structures within a manufacturing\-to\-service context. **Soft Skills:** * Crisis Leadership: Calm under pressure when dealing with data center outages or hardware failures. * Customer Advocacy: A relentless focus on "solving for the customer" while balancing internal manufacturing constraints. * Communication: Ability to explain complex technical hardware failures in clear business terms to executive stakeholders. Customer Service Manager in Dubai, United Arab Emirates