Manager, Field Service & Technical Support

Position Overview

We are seeking a highly motivated and experienced Manager, Field Service & Technical Support to lead our field service operations and technical support teams in Dammam. This critical role requires a strategic leader with a proven track record in managing service delivery, ensuring customer satisfaction, and driving operational excellence. The ideal candidate will oversee a team of field service engineers and technical support specialists, ensuring timely and efficient resolution of customer issues while maintaining high service standards.

Key Responsibilities

• Team Leadership: Provide strong leadership and direction to a team of field service engineers and technical support specialists, fostering a culture of accountability, collaboration, and continuous improvement.
• Service Delivery Management: Oversee the planning, scheduling, and execution of field service activities to ensure timely and efficient resolution of customer issues, minimizing downtime and maximizing customer satisfaction.
• Technical Oversight: Monitor and evaluate the technical performance of the team, ensuring adherence to industry standards, best practices, and company policies. Identify opportunities for process improvements and implement corrective actions as needed.
• Customer Relationship Management: Act as the primary point of contact for key customers, addressing escalations and ensuring prompt resolution of service-related issues. Build and maintain strong relationships with clients to enhance customer loyalty and retention.
• Operational Excellence: Develop and implement operational strategies to optimize field service performance, including resource allocation, inventory management, and cost control. Ensure compliance with health, safety, and environmental regulations.
• Training and Development: Identify training needs and provide ongoing professional development opportunities for the team to enhance technical skills and service delivery capabilities.
• Performance Monitoring: Establish and track key performance indicators (KPIs) to measure team performance, including service response times, resolution rates, and customer satisfaction scores. Implement corrective measures to address any gaps in performance.
• Budget Management: Collaborate with finance and procurement teams to develop and manage the annual budget for field service operations, ensuring cost-effective resource utilization and financial accountability.

Qualifications and Experience

• Education: Bachelor’s degree in Engineering, Information Technology, or a related field. Advanced degrees or professional certifications in project management or technical fields are a plus.
• Experience: Minimum of 8-10 years of progressive experience in field service management, technical support, or a related role, with at least 3 years in a leadership position.
• Technical Expertise: In-depth knowledge of field service operations, technical support methodologies, and industry best practices. Familiarity with service management software and tools is essential.
• Leadership Skills: Proven ability to lead and motivate cross-functional teams, with strong interpersonal and communication skills. Experience in managing remote or distributed teams is desirable.
• Problem-Solving: Exceptional analytical and problem-solving skills, with the ability to troubleshoot complex technical issues and make data-driven decisions.
• Customer Focus: A customer-centric mindset with a commitment to delivering high-quality service and building long-term client relationships.
• Language Proficiency: Fluency in English is required; proficiency in Arabic is a plus.

Work Environment

The Manager, Field Service & Technical Support will operate from our office in Dammam, with frequent travel to customer sites to oversee service operations and address escalations. The role requires a high level of adaptability, as the position may involve working outside standard business hours to accommodate customer needs or urgent service requests.

Why Join Us?

As a key member of our team, you will have the opportunity to contribute to the success of a dynamic and growing organization. We offer a competitive salary and benefits package, along with professional development opportunities to help you advance your career. If you are a results-driven leader with a passion for technical excellence and customer service, we encourage you to apply for this exciting opportunity.