Job Description
Company Overview:
Zarafa is an emerging MEP services provider specializing in comprehensive facility management solutions across HVAC, Electrical, and Plumbing services. We cater to real estate clients with large property portfolios, focusing on delivering exceptional technical services and maintenance solutions.
Position Summary:
We are seeking an experienced MEP Operations Manager to oversee and coordinate our technical teams across HVAC, Electrical, and Plumbing services. The ideal candidate will have a strong background in facility management and MEP systems, with proven experience in managing large-scale residential and commercial projects.
Key Responsibilities:
Technical Leadership:
- Oversee all MEP operations, including preventive maintenance programs, emergency repairs, and system upgrades
- Develop and implement standard operating procedures for all technical services
- Ensure compliance with local building codes, safety regulations, and industry standards
- Review and approve technical proposals and solutions for clients
Team Management:
- Lead and mentor multiple technical teams across HVAC, Electrical, and Plumbing disciplines
- Coordinate resource allocation and scheduling for optimal service delivery
- Conduct regular team meetings and performance reviews
- Implement training programs to enhance team capabilities and stay current with industry developments
Project Management:
- Plan and execute maintenance projects for real estate clients with large number of units portfolios
- Develop project schedules, resource plans, and budget estimates
- Monitor project progress and ensure timely completion within budget
- Identify and mitigate potential risks and issues
Client Relationship Management:
- Serve as the primary technical point of contact for key clients
- Conduct regular client meetings to review service performance and address concerns
- Develop and maintain strong relationships with property managers and facility teams
- Propose solutions for improving building systems efficiency and reducing operational costs
Skills
Required Qualifications:
- Bachelor's degree in Mechanical, Electrical, or related engineering field
- Minimum 10 years of experience in MEP operations, with at least 5 years in a management role
- Strong background in facility management for large-scale residential or commercial properties
- Professional certification in relevant fields (PE, CMVP, CEM, or similar)
- Excellent project management and team leadership skills
- Strong understanding of building management systems and energy efficiency
- Proven track record in managing multiple client relationships
Key Performance Indicators (KPIs):
Operational Excellence:
- Service Response Time
- Emergency calls response within 2 hours: Target 95%
- Regular maintenance requests completed within 48 hours: Target 90%
- Preventive maintenance schedule compliance: Target 98%
- Service Quality
- First-time fix rate: Target 85%
- Client satisfaction score: Target 4.5/5
- Equipment downtime reduction: 15% year-over-year
- Number of recurring issues: Less than 5% of total service calls
Team Performance:
- Productivity Metrics
- Team utilization rate: Target 85%
- Average time per service call: Within 10% of standard time
- Completion of planned maintenance tasks: 95% on schedule
- Safety and Compliance
- Zero reportable safety incidents
- 100% compliance with regulatory requirements
- Monthly safety training completion rate: 100%
Financial Management:
- Budget Control
- Project cost variance: Within ±5% of budget
- Operating expenses: Within approved budget
- Revenue growth from existing clients: 25%+ annually
- Resource Optimization
- Inventory turnover ratio: 12 times annually
- Emergency parts availability: 95%
- Tool and equipment utilization rate: 80%
Client Satisfaction:
- Relationship Management
- Client retention rate: 95%
- Net Promoter Score (NPS): >60
- Contract renewal rate: 90%
- Number of service improvement suggestions implemented: Minimum 4 per quarter
- Documentation and Reporting
- Preventive maintenance reports submitted within 24 hours: 100%
- Monthly client reports delivered on schedule: 100%
- Asset documentation accuracy: 98%
