Service Center Manager

Since 2005, ICD has supplied enterprise servers, storage, networking parts and data centre maintenance to businesses in Egypt, the Gulf, Africa and beyond.

ICD's own service centre is what separates a tested, compatible part from a box passed along from a supplier. The Service Center Manager leads the engineers who test and verify every part, and sets the quality standard customers rely on.

• Lead the service centre team of test and compatibility engineers, setting daily priorities in line with customer delivery dates.
• Define test and compatibility procedures for each part family, from memory and drives to RAID controllers, NICs and complete servers.
• Ensure test benches, reference systems, diagnostic tools and ESD controls are maintained and fit for purpose.
• Approve test results and grading before parts are released to stock or shipped, with full serial-number records in the ERP.
• Track yield, failure rates and turnaround time, and share supplier quality findings with procurement.
• Support complex customer and RMA cases with root-cause analysis and clear technical reports.
• Coach and develop engineers, plan training and certifications, and build a technical knowledge base.

• Bachelor's degree in computer, electronics or communications engineering.
• At least 6 years with enterprise server and storage hardware, including 2 years leading a technical team.
• Deep knowledge of Dell PowerEdge and HPE ProLiant platforms, RAID, firmware management and diagnostics.
• Experience setting up test processes, quality checks and traceability.
• Clear technical writing and the ability to explain findings to non-technical colleagues and customers.

• CompTIA Server+ and Dell or HPE professional certifications.
• ISO 9001 or Lean Six Sigma knowledge.
• Experience in a TPM provider or OEM-authorised service centre.
• Experience with Lenovo, Cisco, IBM or NetApp hardware.

Fluent Arabic and professional English, spoken and written; French is an advantage.

Office based; occasional local travel only.