Service Manager📣 إعلان

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	نوع العقد	دوام كامل
	طبيعة الوظيفة	بالموقع
	الموقع	الرياض

وصف الوظيفة

About Kirloskar Oil Engines

Kirloskar Oil Engines is seeking a Service Manager to join its team in Riyadh, Saudi Arabia. This full-time role is central to ensuring high standards of customer service and operational excellence within the region.

The Role of Service Manager

The Service Manager is responsible for driving customer service performance and key service indicators (KPIs). This position ensures the robust execution of service strategy, effective handling of escalations, optimal performance of dealers and service partners, and a consistent customer experience across assigned countries or clusters.

Core Responsibilities

Manage daily customer service and technical service operations within assigned regions.
Ensure the achievement of critical service KPIs, including Response Time, TTR, FTR, Repeat Complaints, and Customer Satisfaction.
Drive consistency in service processes, escalation handling, and reporting mechanisms.
Serve as the primary senior escalation point for complex customer and technical service issues.
Cultivate and maintain strong relationships with key customers, dealers, and channel partners.
Lead the resolution of chronic issues through Root Cause Analysis (RCA), Problem Investigation Reports (PIR), and corrective action plans.
Monitor and enhance the performance, manpower deployment, and capabilities of dealers and service partners.
Ensure adherence to established service standards, response timelines, and quality expectations.
Support dealer capability building through structured training programs, audits, and performance reviews.
Coordinate with engineering, quality, supply chain, and OEM/GOEM teams to facilitate effective issue resolution.
Support warranty management, failure analysis, and the development of service documentation.
Provide field insights and feedback to contribute to product and process improvements.
Lead and guide service engineers and regional service teams.
Promote productivity, discipline, and customer-centric behavior across the service organization.
Support the implementation of service initiatives and improvement programs introduced by leadership.

Required Experience

Candidates for the Service Manager position should possess 5 to 10 years of relevant experience in customer service management, technical service operations, or a related field. Demonstrated experience in managing service teams and dealer networks is essential for this role.

Work Details

This is a full-time position based in Riyadh, Saudi Arabia. The role operates within a dynamic service environment, requiring a proactive approach to customer and partner engagement.