Service Manager

Position: Service Manager

Job Location: Jeddah, KSA

Company Overview:

Our client is a renowned leader in distributing high-quality industrial equipment across Saudi Arabia. Their commitment to excellence is reflected in their partnerships with prestigious multinational brands and are currently seeking an experienced Service Manager who will oversee all service operations for industrial equipments, power tools, garage equipment ensuring that customer satisfaction, team efficiency, and service quality are consistently achieved. This position requires a leader with an engineering background and strong experience in managing technical teams.

Key Responsibilities:

• Team Leadership & Development: Manage a team of professionals, including technicians, service coordinators, field engineers, and customer service representatives. Ensure team members receive the training and support needed to perform at their best.
• Service Operations Management: Oversee daily service operations, ensuring efficient workflows, timely completion of service calls, and high-quality standards in repair and maintenance.
• Customer Satisfaction: Ensure high levels of customer satisfaction by implementing best practices in service delivery and handling escalated customer issues promptly.
• Technical Expertise: Leverage engineering knowledge to provide guidance on complex repair issues, troubleshoot technical problems, and offer solutions that enhance service efficiency.
• Performance Monitoring: Track and report on key performance indicators (KPIs) related to service quality, response times, and customer feedback.
• Process Improvement: Identify areas for improvement in service processes and implement changes to increase efficiency and reduce operational costs.
• Inventory & Resource Management: Manage spare parts inventory and other resources, coordinating with suppliers to ensure availability of parts as needed.
• Manage spare parts inventory, including forecasting and supplier coordination, to ensure availability
• Optimize service processes and workflows to improve efficiency and reduce costs while maintaining customer satisfaction.
• Manage vendor relationships to integrate warranty claims, technical updates, and service capability enhancements.
• Develop reporting systems to track KPIs, identify trends, and provide data-driven insights for strategic decisions.
• Ensure compliance with health, safety, and environmental regulations and implement policies to protect team and customers.

Qualifications:

• Education: Bachelor's degree in Engineering (Mechanical, Electrical, or related field).
• Experience: Proven experience as a Service Manager or similar role within the industrial equipment, power tools or any related sector
• Experience working in a high-volume service environment.
• Bilingual Arabic and English are a must
• Current Resident of KSA with a transferable Iqama and a strong knowledge and experience in the Saudi market
• Skills:
  • Strong leadership and team management abilities.
  • Excellent problem-solving skills and a customer-focused mindset.
  • Proficient in service operations and technical troubleshooting.
  • Familiarity with inventory and resource management.