Service Manager

Role Overview

Service Manager at Cummins Arabia, responsible for managing service operations and workshop or field teams that provide retail or distributor product and application services, while overseeing department personnel and budget.

Role Purpose

To manage all service operations including staff and supervisors, resolve complex business problems, and ensure service delivery meets company standards while maintaining customer satisfaction and profitability.

Key Responsibilities

Operations Management

• Manage all service operations including service staff and supervisors.
• Resolve most complex business problems for team members.
• Ensure the volume of work produced meets company standards.
• Ensure customer satisfaction levels are maintained without interruption to service levels.

Performance & Continuous Improvement

• Provide employees timely and constructive performance feedback.
• Develop employees and provide opportunities that enhance employee career growth.
• Lead continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations and organizational goals.
• Regularly review key performance indicators for service operations and address issues and opportunities.
• Identify trends and initiate changes and improvements necessary to achieve goals and objectives.

Service Delivery & Customer Management

• Establish positive and professional working relationships with key customers.
• Establish goals and targets for service operations.
• Measure, review and maintain superior customer satisfaction levels.
• Apply the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and product operating locations.
• Provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards.
• Analyze service capability metrics to identify, prioritize and resolve channel development opportunities within the service network.

Service Documentation

• Create and verify customer, equipment and technical information.
• Capture specific data using required service tools.
• Follow procedures and document required information in the service management system.
• Maintain accurate records of work done.

Qualifications & Experience

• 6–10 years of experience in PowerGen and Diesel Engine Service, preferably in Oil and Gas, Marine, Mining or similar industry.
• Experience in team management with technicians and supervisors.
• Understanding of Service KPIs, customer satisfaction and profitability.
• Bachelor's Degree in Engineering (Mechanical or Electrical).
• KSA and Gulf Market Knowledge preferred.
• Cummins Products knowledge preferred.

Skills & Competencies

• Hold self and others accountable to meet commitments.
• Take on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm.
• Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Handle conflict situations effectively, with a minimum of noise.
• Build strong customer relationships and deliver customer-centric solutions.
• Develop people to meet both their career goals and the organization's goals.
• Interpret and apply understanding of key financial indicators to make better business decisions.
• Plan and prioritize work to meet commitments aligned with organizational goals.
• Gain the confidence and trust of others through honesty, integrity and authenticity.
• Optimize work processes, knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.