Manager(MG2) - Service Manager - International DABU - International Business Unit - Saudi Arabia

This position is based out of Saudi Arabia - • Manage day-to-day customer service and technical service operations across assigned countries or clusters. • Ensure achievement of key service KPIs, including Response Time, TTR, FTR, Repeat Complaints, and Customer Satisfaction. • Drive consistency in service processes, escalation handling, and reporting. Customer Experience & Escalation • Act as the first senior escalation point for complex customer and technical service issues. • Build and maintain relationships with key customers, dealers, and channel partners. • Drive resolution of chronic issues through RCA, PIR, and corrective action plans. Dealer & Service Partner Management • Monitor and improve dealer/service partner performance, manpower deployment, and capability. • Ensure adherence to service standards, response timelines, and quality expectations. • Support dealer capability building through training, audits, and performance reviews. Technical & Cross-Functional Coordination • Coordinate with engineering, quality, supply chain, and OEM/GOEM teams for effective issue resolution. • Support warranty management, failure analysis, and service documentation. • Provide field insights and feedback to support product and process improvements. • Lead and guide service engineers and regional service teams. • Drive productivity, discipline, and customer-centric behaviour across the service organization. • Support implementation of service initiatives and improvement programs rolled out by leadership. • Travel: Willingness to travel 50% of the time within Saudi Arabia.