Service Manager

Role summary

This position is for an experienced Service Manager to oversee customer service and technical service delivery across Saudi Arabia for the International Service function. The role focuses on improving service performance, meeting operational targets, handling escalations, and maintaining a dependable customer experience through dealer and service partner networks.

Job details

• Location: Saudi Arabia
• Department: International Service
• Reporting to: Head – International Service
• Experience needed: 10–12 years
• Qualification: Engineering degree or diploma
• Budget: Approximately SAR 160,000 per year
• Travel: Up to 50% travel within Saudi Arabia is required

What the role involves

The Service Manager will oversee service operations across assigned regions, coordinate with internal teams and external partners, and ensure that service standards remain consistent and measurable. The position requires a hands-on leader who can manage escalations, strengthen partner performance, and support continuous improvement in service delivery.

Service operations and execution

• Handle daily customer service and technical service activities in the assigned geography.
• Track and improve core service KPIs such as response time, TTR, FTR, repeat complaints, and customer satisfaction.
• Maintain consistent service workflows, escalation handling, and reporting practices.

Customer experience and escalation handling

• Serve as the senior point of contact for complex customer and technical issues.
• Develop strong working relationships with important customers, dealers, and channel partners.
• Use root cause analysis, post-incident reviews, and corrective actions to address repeated concerns.

Dealer and service partner management

• Review the performance, staffing, and service capability of dealers and service partners.
• Ensure adherence to service standards, quality expectations, and turnaround commitments.
• Strengthen partner capability through training, audits, and structured performance reviews.

Technical and cross-functional coordination

• Work with engineering, quality, supply chain, and OEM teams to close technical issues.
• Assist with warranty handling, failure analysis, and service documentation.
• Share field-level feedback to improve products, processes, and overall service efficiency.

Leadership and team development

• Guide and mentor service engineers and regional service teams.
• Promote productivity, discipline, and a customer-first mindset.
• Support service improvement initiatives and broader operational excellence programs.

Additional requirements

• Deep understanding of engineering products, service operations, and field service KPIs.
• Demonstrated success in managing customer escalations and dealer/service networks.
• Strong analytical ability with practical exposure to RCA, PIR, and service reporting.
• Excellent communication skills and the ability to coordinate across functions.
• Leadership style that is execution-focused and results-oriented.