International Service Manager - (MG2) - Service Department

• 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. Customer Experience & Escalation.
• 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.
• Dealer & Service Partner Management
• 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. Technical & Cross-Functional Coordination
• 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. Team Leadership & Development
• 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.
• Travel: Willingness to travel 50% of the time within Saudi Arabia.

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