Service Manager Central Area

About Atlas Copco and the Role

Atlas Copco is seeking a Service Manager - Central Area to join their team in Riyadh. This full-time role involves leading a field service team, enhancing operational excellence, and improving customer satisfaction. The Service Manager will be responsible for strengthening organizational capability and demonstrating the company's cultural behaviors through actions, decisions, and collaboration.

Role Overview

As the Service Manager for the Central Area, you will lead and develop the Field Service Engineer team, ensuring a safe, engaged, and high-performing work environment. This position oversees service operations, supports efficient planning and execution, and ensures customer commitments are delivered with quality and reliability. You will collaborate with various stakeholders, including Service Planning, Technical Support, Sales, Human Resources, and SHEQ, to drive operational performance, develop team competence, manage non-technical escalations, and support profitable business growth. The role utilizes performance data, customer feedback, and continuous improvement practices to achieve operational excellence.

Key Responsibilities

• Lead, coach, and develop Field Service Engineers, including recruitment, onboarding, performance management, and career development.
• Conduct regular one-to-one meetings, performance reviews, and actively participate in CTS management activities.
• Identify training and development needs and support employee growth through structured learning and coaching.
• Manage attendance, performance evaluations, and people-related processes with fairness and professionalism.
• Collaborate with Service Planning to improve resource utilization, workload distribution, planning efficiency, and job execution.
• Monitor operational KPIs such as work in progress, utilization, time on site, and service performance indicators.
• Follow up on customer feedback, service agreements, and key contracts to ensure high customer satisfaction.
• Manage urgent customer concerns and non-technical escalations while coordinating timely resolutions.
• Support contract execution, profitability, equipment service compliance, and contract renewals.
• Track planned versus completed work and control quality-related costs to improve operational efficiency.
• Review warranty cases, risk observations, and near misses, ensuring corrective actions are implemented.
• Maintain compliance with safety requirements and oversee service vehicles, tools, and personal protective equipment.
• Organize regular toolbox and team meetings to strengthen communication, safety awareness, and collaboration.
• Use operational insights and employee feedback to identify opportunities for continuous improvement.

Role Focus Areas

The primary responsibilities of this position include:

• People leadership, coaching, and team development.
• Operational performance and KPI management.
• Customer satisfaction and escalation management.
• Safety compliance and service readiness.
• Contract execution, quality, and profitability.
• Cross-functional collaboration and continuous improvement activities.

Qualifications and Experience

Candidates should possess 5-10 years of relevant experience to be considered for this role.

Work Environment

This role is based on-site at our office in Riyadh, KSA. The position is full-time and involves working as part of a dynamic team, benefiting from face-to-face collaboration.