Service Manager
Job in
Riyadh, Riyadh Region, Saudi Arabia
Listed on 2026-09-01
Listing for:
Kirloskar Oil Engines Limited
Full Time
position Listed on 2026-09-01
Job specializations:
-
Customer Service/HelpDesk
Client Relationship Management, Customer Success Management, Account Manager -
Management
Client Relationship Management, Account Manager
Job Description & How to Apply Below
The Customer Service Manager is responsible for driving customer service performance, service KPIs. The role ensures strong execution of service strategy, effective escalation handling, dealer/service partner performance, and consistent customer experience.
Key Responsibilities Responsibilities Service Operations & Execution- Manage day-to-day customer service and technical service operations across assigned countries or clusters.
- Ensure achievement of key service KPIs including Response Time, TTR, FTR, Repeat Complaints, and Customer Satisfaction.
- Drive consistency in service processes, escalation handling, and reporting.
- Act as the first senior escalation point for complex customer and technical service issues.
- Build and maintain relationships with key customers, dealers, and channel partners.
- Drive resolution of chronic issues through RCA, PIR, and corrective action plans.
- Monitor and improve dealer/service partner performance, manpower deployment, and capability.
- Ensure adherence to service standards, response timelines, and quality expectations.
- Support dealer capability building through training, audits, and performance reviews.
- Coordinate with engineering, quality, supply chain, and OEM/GOEM teams for effective issue resolution.
- Support warranty management, failure analysis, and service documentation.
- Provide field insights and feedback to support product and process improvements.
- Lead and guide service engineers and regional service teams.
- Drive productivity, discipline, and customer-centric behaviour across the service organization.
- Support implementation of service initiatives and improvement programs rolled out by leadership.
- Strong understanding of engineering products, service operations, and field service KPIs
- Proven ability to manage customer escalations and dealer networks
- Good analytical skills with experience in RCA, PIR, and service reporting
- Effective communication and coordination skills across functions
- Hands-on leadership and execution-oriented mindset
- Customer-focused with strong execution ownership
- Decisive, structured problem-solver
- Ability to manage pressure and multiple stakeholders
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