شركة Talentmatics تعلن عن وظيفة مدير خدمات في السعودية

Job Title: Service Manager

Location: Saudi Arabia

Department: International Service

Reporting To: Head - International Service

Experience: 10-12 Years

Qualification: Engineering Degree / Diploma

Budget: ~SAR 160,000 per annum

Travel Requirement

• Willingness to travel up to 50% within Saudi Arabia

Required Skills

• Strong understanding of engineering products, service operations, and field service KPIs
• Proven experience managing customer escalations and dealer/service networks
• Strong analytical skills with hands-on experience in RCA, PIR, and service reporting
• Excellent communication and cross-functional coordination skills
• Strong leadership and execution-oriented mindset

Role Overview

We are seeking an experienced Service Manager to lead customer service and technical service operations across Saudi Arabia. The ideal candidate will be responsible for driving service performance, achieving key service KPIs, managing escalations, and ensuring a consistent, high-quality customer experience across dealer and service partner networks.

Key Responsibilities

Service Operations & Execution

• Manage day-to-day customer service and technical service operations across assigned regions.
• Ensure achievement of key service KPIs including Response Time, TTR, FTR, Repeat Complaints, and Customer Satisfaction.
• Drive consistency in service processes, escalation management, and reporting.

Customer Experience & Escalation Management

• Act as the senior escalation point for complex customer and technical service issues.
• Build and maintain strong relationships with key customers, dealers, and channel partners.
• Drive resolution of recurring issues through Root Cause Analysis (RCA), Post-Incident Reviews (PIR), and corrective action planning.

Dealer & Service Partner Management

• Monitor dealer/service partner performance, workforce deployment, and service capability.
• Ensure compliance with service standards, quality expectations, and response timelines.
• Support capability building through training, audits, and performance reviews.

Technical & Cross-Functional Coordination

• Collaborate with engineering, quality, supply chain, and OEM teams to resolve technical issues.
• Support warranty management, failure analysis, and service documentation.
• Provide field insights to improve products, processes, and service efficiency.

Team Leadership & Development

• Lead and mentor service engineers and regional service teams.
• Drive productivity, discipline, and customer-focused behavior.
• Support implementation of service improvement initiatives and operational excellence programs.