Service Operations Coordinator / Analyst

Location: Sharjah
Reports to: Service Operations Manager
Department: Service – Head Office

Al-Bahar Background

Mohamed Abdulrahman Al-Bahar founded in 1937, is a leading business house in the Arabian Gulf with
a vision to become the number one provider of customer value in construction equipment, energy and
transportation, and materials handling industry.

Al-Bahar are dealers of Cat® machinery, heavy equipment and power systems for a wide variety of
applications, including earthmoving, building and construction, mining, road making construction,
demolition, waste and scrap handling, electric power generation, marine propulsion etc.

With more than 2,000 committed employees, Al-Bahar offers a highly engaging and supportive work
environment in a culture that values, recognizes and rewards quality performance.

Our Human Resources Critical Success Factors are:

Continue to build and strengthen intellectual capital by hiring and retaining quality people, rewarding
performance, and providing them with growth opportunities.

Job Overview

The position is responsible to coordinate, develop and update the various Repair
Options for E&T & CI and to be in-line with standard jobs. Support, analyze and
coordinate Service Excellence Performance and processes to support Service
Operations across all the branches.

Job Responsibilities:

 Develop Repair Options for creating flat rate repairs through Cat Service Option
Collaborator (SOC)
 Develop PM Parts for CVA PM Agreement offerings through SOC
 Co-ordinate the use of Repair Options and PM Parts
 Develop feedback process to improve the accuracy
 Responsible for the training and support of SOC and Calculator
 Liaise with Product Support Marketing to determine future Repair Options and PM that
are not yet available in the calculator
 Produce work order reports to measure RO and PM variances between quote and actual
cost, and investigate source of variation
 Assist in developing Service Excellence Performance such as WIP, CVA PM Efficiency and
Accuracy, Repair Option Efficiency, WO Data for Service, WO Parts Planning
  Assist in all other service reports, tasks and analysis
 Liaise with IT to incorporate service reports in Tableau for easy access and monitoring.
 Assist the branches in their related inquiries and issues.
 Assist in creating the Performance Dashboards related to Work Order Management that
includes but not limited to WIP, Technicians Hours Utilization, Standard Job
Performance, Technicians Productivity, Repair Options Performance, and Total
Maintenance & Repairs Contract Performance.
 Assist in building Monthly, Quarterly and Yearly Work Order Details reports.

Company policies & procedures

 Ensure all departmental activities are carried out in accordance with the relevant
standing instructions and other company policies.

Product brand & Al-Bahar image

 Promote and conduct business professionally in order to protect the integrity of
Caterpillar brand and Al-Bahar image.

QHSE policy & procedures

 Promote safety awareness and ensure compliance to HSE policy to maintain a hazard and
incident free environment.
 Promote awareness of the significant environmental aspects and related actual or
potential environmental impacts associated with the work.

Qualification and Experience:

Educational Background :
 Bachelor’s Degree in Mechanical, Industrial OR Electrical Engineering
 Job related Continuous Improvement and development Trainings
 Safety awareness training

Experience:
 5 Years of relevant Working Experience
 Mechanical and Electrical background of various CAT machines and generator set
systems, System Operations, Testing and Adjusting and Preventive Maintenance
Manual
 Good knowledge in MS Office programs – Excel, Word, PowerPoint and Visio
 Good knowledge in DBS Work Order and Parts System
 Good knowledge in Cat systems, programs and websites – SIS, TMI, SIMs etc.
 Preferably with CAT dealership experience

Skills, Knowledge & Ability

 Must be able to analyze large data & make reports according to the requirements
 Should be able to use various Caterpillar systems to download and analyze data.
 Excellent verbal and written communication skills
 Strong analytical skills, able to handle multiple tasks, organized and detail-oriented
 Has initiative and can work well with different people
 Flexibility to travel to the branches in other countries (Kuwait, Bahrain, Qatar, and
Oman)