Service Manager - Diesel engines, Gensets

Job Title: Service ManagerLocation: Saudi ArabiaDepartment: International ServiceReporting To: Head – International ServiceExperience: 10–12 YearsQualification: Engineering Degree / DiplomaBudget: ~SAR 160,000 per annumTravel RequirementWillingness to travel up to 50% within Saudi ArabiaRequired SkillsStrong understanding of engineering products, service operations, and field service KPIsProven experience managing customer escalations and dealer/service networksStrong analytical skills with hands-on experience in RCA, PIR, and service reportingExcellent communication and cross-functional coordination skillsStrong leadership and execution-oriented mindsetRole OverviewWe 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 ResponsibilitiesService Operations & ExecutionManage 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 ManagementAct 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 ManagementMonitor 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 CoordinationCollaborate 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 & DevelopmentLead 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.