Service Manager – Industrial & Retail Equipment

Apply for Service Manager – Industrial & Retail Equipment at Digital HR Consultancy in جدة, S02, SA. This Full time on site position offers great opportunities for career growth.

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.

• 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

• 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.

• 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…