About The Role

Key Responsibilities Responsibilities Service Operations & Execution · 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. Team Leadership & Development · 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. Skills · Strong understanding of engineering products, service operations, and field service KPIs · Proven ability to manage customer escalations and dealer networks · Good analytical skills with experience in RCA, PIR, and service reporting · Effective communication and coordination skills across functions · Hands-on leadership and execution-oriented mindset Attributes · Customer-focused with strong execution ownership · Decisive, structured problem-solver · Ability to manage pressure and multiple stakeholders