Job Summary
We are looking for an experienced Service Manager to lead the technical service and after-sales operations for a diverse portfolio of industrial and retail equipment. The role will manage service engineers, technicians, service coordination, installations, preventive and corrective maintenance, customer complaints, spare parts, warranty support, and service contracts.
The ideal candidate should have strong technical service management experience with industrial equipment, printing systems, packaging/food processing equipment, retail technology, or similar technical products, along with proven experience managing field service teams and customer service operations.
Equipment Portfolio
The Service Manager will oversee service activities for equipment and solutions including:
- Industrial and commercial printing equipment
- Barcode printers and printing systems
- Barcode scanners
- Point of Sale (POS) systems and equipment
- Weighing solutions and scales
- Food processing equipment
- Food packaging equipment
- Retail mobile computing devices
- Retail equipment, trolleys, and fixtures
- Industrial and retail technology solutions
Key Responsibilities
- Lead and manage day-to-day after-sales service operations across customer sites and workshop activities.
- Supervise Service Engineers, Technicians, Service Coordinators, and other technical service personnel.
- Ensure timely installation, commissioning, preventive maintenance, breakdown repair, troubleshooting, and customer support.
- Monitor service tickets, customer complaints, response times, resolution times, and ticket closure.
- Plan and allocate technicians based on technical requirements, customer location, priority, and availability.
- Establish and monitor service KPIs including response time, turnaround time, first-time fix rate, repeat complaints, ticket closure, technician productivity, and customer satisfaction.
- Ensure service activities are delivered within agreed SLAs and contractual commitments.
- Provide technical escalation support for complex equipment failures and recurring problems.
- Coordinate with Sales, Projects, Procurement, Warehouse, and suppliers/OEMs to resolve customer and technical issues.
- Manage warranty claims, service contracts, preventive maintenance agreements, and chargeable service requirements.
- Review service quotations and ensure appropriate technical and commercial inputs are provided.
- Ensure availability and proper control of critical spare parts and service consumables.
- Monitor spare parts usage and coordinate with Warehouse and Procurement for replenishment.
- Ensure accurate service reports, installation reports, maintenance records, and customer documentation.
- Analyze recurring equipment failures and initiate root-cause analysis and corrective actions.
- Develop and maintain service procedures, troubleshooting guidelines, preventive maintenance schedules, and technical documentation.
- Coordinate customer installations, demonstrations, equipment trials, and commissioning activities where required.
- Ensure technicians are properly trained on equipment, troubleshooting procedures, safety requirements, and customer handling.
- Maintain strong relationships with key customers and act as an escalation point for major service issues.
- Coordinate with OEMs and suppliers for technical support, training, spare parts, warranty claims, and escalated technical issues.
- Monitor service costs, technician utilization, warranty costs, spare parts consumption, and overall service profitability.
- Prepare regular service performance reports for management and highlight major operational issues and improvement opportunities.
- Identify opportunities to improve service quality, customer satisfaction, response time, and operational efficiency.
Requirements
- Bachelor’s degree in Electrical, Electronics, Mechanical, Mechatronics, Industrial Engineering, or a related technical field.
- 7–10 years of experience in technical service, after-sales service, field service, or service operations.
- At least 3 years of experience managing technical service teams.
- Strong hands-on understanding of industrial equipment, machinery, electrical/electronic systems, mechanical systems, or electromechanical equipment.
- Experience managing service operations for industrial printers, barcode/label printers, packaging equipment, food processing machinery, weighing systems, POS, or retail technology will be highly preferred.
- Experience in installation, commissioning, preventive maintenance, breakdown troubleshooting, and repair.
- Strong understanding of service contracts, warranty management, SLAs, spare parts, and field service operations.
- Experience working with CRM, ERP, ticketing, or service management systems.
- Strong knowledge of MS Excel and service performance reporting.
- Strong leadership, customer management, problem-solving, and decision-making skills.
- Good command of English; Arabic will be an advantage.
- Willingness to travel for customer escalations and major installations when required.
Application Question(s):
- Age
- Gender
- Current Organization
- Current Salary
- Expected Salary
- Notice Period
- Reason for leaving
- Current Location
- Marital Status
- Visa Status (Non-Saudi)
- Have you read the JD?
- Nationality
Education:
Experience:
- Supply Chain/ Logistics: 2 years (Required)
Work Location: In person
Arabic
Chinese
French
Russian
Spanish