Marine Service Supervisor📣 Job Ad

About the Role

Cummins Arabia is seeking a Marine Service Supervisor to join its team in Dammam, Eastern Province, Saudi Arabia. This full-time position is integral to enhancing the company's marine business by ensuring high standards of customer service and efficient repair operations for marine engines and equipment. The Marine Service Supervisor will serve as a primary point of contact for marine clients, overseeing technicians and maintaining service delivery quality.

Key Responsibilities

• Act as the primary customer contact, assessing needs, gathering information, and initiating work orders.
• Provide accurate quotes, develop claims, prepare detailed repair plans, and schedule work, keeping customers informed of progress.
• Cultivate and maintain positive relationships with key marine customers, resolving warranty concerns related to Cummins or distributor warranties.
• Clearly explain charges to customers and monitor key performance metrics to ensure customer satisfaction.
• Offer remote support for marine segment activities across Saudi Arabia and travel to dock or seaport locations for inspection, servicing, troubleshooting, and repairs of engine equipment.
• Supervise Service Technicians and/or Service Team Leaders, coordinating work, communicating repair plans aligned with customer quotes.
• Monitor technician productivity and repair quality, providing coaching, feedback, and conducting performance reviews.
• Serve as the first level of support for Service Technicians, escalating technical issues as needed.
• Manage service logistics for the Marine Department, ensuring efficient use of materials, equipment, and personnel, while upholding safety and quality standards.
• Develop and review quotes for accuracy before customer presentation, providing updates on repair status and schedule changes.
• Participate in continuous improvement initiatives by reviewing and adapting processes.
• Monitor open repair statuses, addressing issues that may impact timely completion.
• Track departmental goals and targets, reviewing KPIs to ensure customer satisfaction.
• Contribute to the development plan for the marine department across Saudi Arabia.

Qualifications and Experience

• 3-5 years of experience specifically within the Service and Marine segments.
• A background in Electrical or Mechanical Engineering.
• Possession of a Bachelor's Degree or Diploma in Engineering.
• Demonstrated experience in handling and managing teams.

Required Skills and Competencies

• Expertise in Service and the Marine segment.
• Proficiency in Electrical and Mechanical Engineering principles.
• Proven ability in team management and supervision of Service Technicians.
• Strong customer service and customer focus capabilities.
• Skills in managing work orders, developing quotes, and creating repair plans.
• Adeptness in resolving customer concerns and providing remote support.
• Competence in inspecting, servicing, and troubleshooting marine engines and equipment.
• Experience in coaching and conducting performance reviews.
• Proficiency in managing service logistics.
• Commitment to continuous improvement.
• Strong diagnostics application skills, including troubleshooting and validating repairs.
• Thorough understanding of the warranty process, including claim submission.
• Capability in technical escalation and effective problem-solving.
• Accurate service documentation and record-keeping.
• Familiarity with electronic service tool development and application.
• Accountability for self and others.
• Effective communication across diverse audiences.
• Constructive conflict management.
• Strong work direction capabilities.
• Financial acumen for informed business decisions.
• Tech savviness and embracing digital innovations.

Work Location and Type

This is a full-time position based in Dammam, Eastern Province, Saudi Arabia.