Head - Aftermarket & Customer Service - International Market - Pump Manufacturing (15-18 yrs)

Konnect HR; Abu Dhabi, Dubai; On-site; AED 250,000 - 350,000; Full time

Job summary

A leading company in the energy sector is seeking a Senior Manager for their aftermarket and customer service operations. This strategic role focuses on enhancing service excellence and revenue growth across the Middle East, especially in the oil and gas industry. The ideal candidate will bring over 15 years of experience in rotating equipment and demonstrate strong leadership capabilities, ensuring high customer satisfaction and operational efficiency.

Qualifications

• 15+ years in rotating equipment, with 5+ in a leadership role in aftermarket/service.
• Strong experience with API 610 or similar pumps.
• Regional experience in Middle East markets (UAE, Saudi, Oman).

Responsibilities

• Lead the regional aftermarket strategy and service team for API pumps.
• Oversee service execution and warranty claims management.
• Manage P&L and drive business planning cycles.

Skills

Leadership

Communication

Stakeholder Management

Commercial Acumen

Education

Bachelor's degree in Mechanical Engineering

MBA

Job description

To lead and expand the aftermarket and customer service operations for API pumps across the Middle East region. This role is responsible for ensuring customer satisfaction, driving aftermarket sales, service excellence, and optimizing operations and service profitability.

Key Responsibilities:

Strategic Leadership:

- Develop and execute the regional aftermarket strategy aligned with global business goals.

- Build and lead a high-performing service team to deliver customer excellence and revenue growth.

- Identify and develop new service business opportunities including retrofits, upgrades, and contracts.

Customer Relationship Management:

- Serve as the senior escalation point for key customer issues across the region.

- Strengthen long-term relationships with major clients including oil & gas, petrochemicals, and EPCs.

- Conduct regular customer visits and feedback sessions to ensure high satisfaction.

Aftermarket Operations:

- Oversee service centers, field service teams, and inventory management across Middle East hubs.

- Ensure service execution for API pumps meets international standards and HSE requirements.

- Manage warranty claims, root cause analysis, and implement corrective actions.

P&L Responsibility:

- Own and drive the regional P&L for the aftermarket division.

- Monitor performance KPIs, service margins, and implement cost-optimization initiatives.

- Lead annual budgeting, forecasting, and business planning cycles.

Team Development:

- Build technical and commercial competencies within the service team.

- Drive a culture of accountability, safety, and continuous improvement.

- Lead performance management and succession planning.

Requirements:

Education & Experience:

- Bachelor's degree in Mechanical Engineering (mandatory); MBA preferred.

- 15+ years of experience in rotating equipment, with at least 5 years in a leadership role in aftermarket/service.

- Strong experience with API 610 or similar oil & gas industry-standard pumps.

- Regional experience in Middle East markets, preferably in UAE, Saudi, or Oman.

- Excellent with ADNOC, ARAMCO, or EPC project environments

Skills & Competencies:

- Proven track record in growing aftermarket business and improving service operations.

- Strong leadership, communication, and stakeholder management skills.

- Deep understanding of service delivery models, SLAs, and customer satisfaction metrics.

- Commercial acumen to drive service contracts, AMC, and retrofit projects.