Service Manager

Position Overview:

The Service Manager will play a pivotal role in the day-to-day technical and client-facing operations of Scentroid Middle East. The role combines leadership, fieldwork, sales support, and technical service delivery across the region. As a cornerstone of the customer experience, the Service Manger will lead technician coordination, conduct site visits, support laboratory functions, and act as a liaison between clients and internal teams.

This position is ideal for a dynamic professional with strong technical acumen, a customer-focused mindset, and the ability to manage multiple responsibilities in a fast-paced, high-growth environment.

Key Responsibilities:

1. Technical Service Management

• Perform on-site installations, calibrations, maintenance, and troubleshooting of

Scentroid’s air quality and odor monitoring systems.

• Manage fieldwork logistics, ensuring high service quality and compliance with

EN13725 and other applicable standards.

• Provide technical reports and documentation following field service activities.

2. Workforce Coordination

• Organize and assign tasks to the technician team (2–4 technicians depending on

phase).

• Plan resources effectively to meet customer commitments and optimize service

efficiency.

• Ensure technicians receive regular training and stay current with Scentroid

protocols and technologies.

3. Sales and Client Engagement

• Support the sales team during customer consultations, providing technical insights

and solution recommendations.

• Attend customer meetings and site assessments with the Branch Manager or Sales

Representatives.

• Provide pre-sales technical input and help configure solutions tailored to client

needs.

4. Laboratory Support

• Supervise or assist with the operations of the EN13725-certified odor laboratory,

including sample preparation and instrument validation.

• Collaborate with Scentroid Canada’s Remote Odor Consultant for specialized odor

analysis.

• Uphold quality assurance processes and ensure lab work complies with

international standards.

5. Training and Knowledge Transfer

• Train clients and distributors on equipment usage, maintenance, and software

platforms such as SIMS3.

• Conduct workshops or assist in delivering certified training programs to

municipalities and regulators.

6. Continuous Improvement and Reporting

• Monitor service KPIs, such as client satisfaction, service turnaround time, and first-

time fix rate.

• Identify process improvements and recommend new tools or workflows.

• Submit service and performance reports to the Branch Manager on a monthly basis.