Service Manager

Role Overview

Service Manager at Cummins Arabia, based in the KSA/Gulf region. This role manages service operations—workshop or field-based—that provide retail or distributor product and application services, overseeing department personnel and departmental budget.

Role Purpose

To lead service operations and drive operational excellence by managing staff, optimizing processes, maintaining superior customer satisfaction, and ensuring financial performance against departmental targets.

Key Responsibilities

Operations Management

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

Performance & Continuous Improvement

• Review key performance indicators for service operations regularly and address issues and opportunities.
• Lead continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations and organizational goals.
• Identify trends and initiate changes and improvements necessary to achieve goals and objectives.
• Establish goals and targets for service operations.
• Measure, review, and maintain superior customer satisfaction levels.

People Management

• Provide employees timely and constructive performance feedback.
• Develop employees and provide opportunities that enhance career growth.
• Hold self and others accountable to meet commitments.
• Develop people to meet both their career goals and the organization's goals.
• Gain the confidence and trust of others through honesty, integrity, and authenticity.

Customer & Stakeholder Management

• Establish positive and professional working relationships with key customers.
• Build strong customer relationships and deliver customer-centric solutions.

Service Documentation & Capability

• 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 to maintain an accurate record of work done.
• 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.

Communication & Decision-Making

• Develop and deliver multi-mode communications that convey clear understanding of the unique needs of different audiences.
• Handle conflict situations effectively with minimal disruption.
• Interpret and apply understanding of key financial indicators to make better business decisions.
• Plan and prioritize work to meet commitments aligned with organizational goals.
• Know the most effective and efficient processes to get things done with a focus on continuous improvement.

Qualifications & Experience

• Bachelor's Degree in Engineering (Mechanical or Electrical)
• 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
• KSA/Gulf Market Knowledge is preferred
• Cummins Products knowledge is preferred

Skills & Competencies

• Service Documentation
• Service Capability, Capacity and Coverage
• Action oriented—taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
• Communicates effectively
• Manages conflict
• Customer focus
• Develops talent
• Financial acumen
• Plans and aligns
• Instills trust
• Optimizes work processes