Service Manager

About the Role

Cummins Arabia is seeking a Service Manager to oversee service operations, whether workshop-based or in the field, that deliver retail or distributor product and application services. This full-time position is based in Riyadh, Saudi Arabia, and involves managing departmental personnel and budgets.

Key Responsibilities

• Manage all service operations, including staff and supervisors, and resolve complex business problems for team members.
• Provide timely and constructive performance feedback to employees, fostering development and career growth opportunities.
• Lead continuous improvement initiatives by reviewing and enhancing processes to align with evolving customer expectations and organizational goals.
• Regularly review key performance indicators for service operations, addressing identified issues and opportunities.
• Ensure that the volume of work produced meets company standards and achieves customer satisfaction.
• Identify trends and initiate necessary changes or improvements to meet objectives while maintaining uninterrupted service levels.
• Establish and maintain positive, professional working relationships with key customers.
• Set goals and targets for service operations, measuring and sustaining high levels of customer satisfaction.

Required Qualifications and Experience

• 5-10 years of relevant experience in service operations management.
• Proficiency in Service Documentation: Ability to create and verify customer, equipment, and technical information, capture specific data using required service tools, and document information accurately in the service management system.
• Understanding and application of Service Capability, Capacity, and Coverage processes to ensure consistent service delivery through available resources and qualified technicians.

Core Competencies

• Ensures accountability: Holds self and others accountable to meet commitments.
• Action oriented: Approaches new opportunities and challenges with urgency and enthusiasm.
• Communicates effectively: Develops and delivers clear, multi-mode communications tailored to different audiences.
• Manages conflict: Handles conflict situations effectively.
• Customer focus: Builds strong customer relationships and delivers customer-centric solutions.
• Develops talent: Supports the development of individuals to achieve both their career goals and organizational objectives.
• Financial acumen: Interprets and applies key financial indicators to inform business decisions.
• Plans and aligns: Organizes and prioritizes work to meet commitments aligned with organizational goals.
• Instills trust: Gains confidence through honesty, integrity, and authenticity.
• Optimizes work processes: Identifies and implements effective and efficient processes with a focus on continuous improvement.

Work Type and Location

This is a full-time position located in Riyadh, Saudi Arabia. The role involves managing service operations in either a workshop or field setting.

Application Process

Interested candidates are encouraged to apply. Salary details will be discussed during the interview process.