Iman Dale Arcega

Served as primary point of contact for 150+ commercial and hospitality clients across the UAE, including Jumeirah Group of Hotels, Four Points by Sheraton, Rosewood Abu Dhabi, and Capital Club — maintaining full SLA compliance across all accounts.

Drove 175% service sales growth in Year 1, 70% in Year 2, and 72% in Year 3 through proactive client outreach, needs assessment, and strategic account management.

Achieved 40% improvement in client response time by implementing engineering-driven scheduling systems and optimised work order allocation across the service team.

Delivered 82% productivity improvement across the engineering team by developing and deploying structured service workflow procedures, report systems, and equipment history databases.

Managed end-to-end spare parts logistics — coordinating international shipments, supplier negotiations, inventory control, and ERP-based stock management (SAP & Microsoft Business Central).

Produced KPI reports, cost estimate proposals, tax invoices, and audit-compliant documentation supporting management's strategic decision-making.

Led structured onboarding and technical training for new service engineers, achieving a 60% improvement in on-site job comprehension and field readiness.

Managed Gold/Silver Annual Maintenance Contracts (AMC), technical quotations, sales orders, and service billing cycles across all client accounts.

Managed full facility operations across a 300, 000+ sqm retail and BPO complex with 400+ shops and restaurants — implementing proactive engineering management that reduced facility-related problems by 87%.

Ensured 100% daily operational readiness by overseeing complete mall opening protocols covering HVAC, escalators, elevators, CCTV, fire alarm systems, emergency exits, and all building entry points.

Administered full lifecycle tenant fit-out management — reviewing and approving MEP, architectural, civil, electrical, and plumbing drawings against design standards and coordinating all regulatory permit submissions.

Planned and managed annual OPEX budgets and CAPEX project proposals — forecasting expenditure, coordinating vendor quotations, and tracking project execution within approved financial parameters.

Streamlined facility procurement processes through engineering-driven purchasing guidelines, accelerating the procurement cycle by 90% and eliminating parts shortage-related maintenance delays.

Coordinated and supervised all third-party service contractors including janitorial, security, pest control, waste management, and general maintenance — monitoring SLA performance and renewal across all categories.

Led internal and external safety audits ensuring full EHS and fire safety compliance across all building systems, electrical installations, and mechanical equipment.

Managed end-to-end property and casualty insurance claims covering fire, flooding, water damage, and accidental property damage for the complex and all occupying tenants.

Drove machine efficiency from 71% to 92% across TFT Cell and TFT Module production lines through systematic OEE (Overall Equipment Effectiveness) analysis, data-driven engineering interventions, and optimized equipment parameters.

Reduced production defects by 80% by applying structured quality methodologies — 5-Why Analysis, Fishbone (Ishikawa) Diagrams, PDCA cycles, SPC charts, and AQL sampling protocols.

Reduced unplanned downtime by 90% and sustained a 95% production rate by designing and enforcing preventive maintenance (PM) protocols, CAPA procedures, and machine condition parameter standards.

Owned end-to-end engineering documentation — drafting, revising, and releasing SOPs, Work Instructions, Process Flow Diagrams, Control Plans, and Engineering Change Notices (ECNs) with zero audit non-conformances.

Produced monthly machine efficiency KPI reports and engineering performance dashboards for Plant Management — translating OEE %, defect PPM, downtime frequency, and yield rates into clear, decision-ready insights.

Served as primary engineering liaison between Production, Quality Assurance, R&D, and Process Design teams — resolving cross-functional issues and eliminating production bottlenecks to ensure on-time delivery.

Designed and delivered hands-on technical training programs and OJT materials for machine operators and maintenance technicians — building measurable competency in equipment operation, troubleshooting, and safety protocols.

Enforced EHS standards and cleanroom protocols (ISO 14644) across all production areas, leading safety audits, near-miss reporting programs, and toolbox talks to sustain a zero-incident safety culture.