Service Manager

Role overview

This position is for a Service Manager based in Saudi Arabia. The role is focused on strengthening customer service delivery, improving service performance indicators, and ensuring the service team operates effectively across the region. The role also requires readiness to travel for around half of the working time within Saudi Arabia.

What the role is expected to do

• Oversee daily customer service and technical service activities across the assigned geography or business cluster.
• Track and improve key service metrics such as response time, turnaround time, first-time resolution, repeat complaints, and customer satisfaction.
• Bring consistency to service workflows, escalation management, and service reporting.
• Serve as the main senior contact for difficult customer and technical service escalations.
• Develop strong working relationships with important customers, dealers, and channel partners.
• Lead the closure of recurring issues using root-cause analysis, post-incident reviews, and corrective action plans.
• Review dealer and service partner capability, workforce deployment, and overall performance.
• Ensure partners follow service standards, response commitments, and quality expectations.
• Contribute to partner capability development through training, audits, and performance reviews.
• Work closely with engineering, quality, supply chain, and OEM/GOEM teams to resolve issues efficiently.
• Support warranty handling, failure analysis, and preparation of service records and documentation.
• Share field observations and customer feedback to help improve products and processes.
• Lead service engineers and regional service teams, providing direction and support.
• Encourage high productivity, discipline, and a customer-first culture across the service function.
• Help implement leadership-led service initiatives and improvement programs.

What success in this role requires

• Strong knowledge of engineering products, service operations, and field service key performance indicators.
• Demonstrated success in handling customer escalations and managing dealer networks.
• Solid analytical ability with practical experience in root-cause analysis, post-incident review, and service reporting.
• Clear communication and coordination skills across multiple departments and external stakeholders.
• A hands-on leadership style with a focus on execution.
• Strong customer orientation and accountability for outcomes.
• A structured, decisive approach to solving problems.
• Ability to perform well under pressure while managing several stakeholders at once.
• Willingness to travel 50% of the time within Saudi Arabia.