Head of Technical Services

Quest Search and Selection; Al Ahsa Governorate; On-site; SAR 300,000 - 500,000; Full time

Job summary

A leading company in Saudi Arabia is seeking a Services & Customer Solutions Director to spearhead the launch of a new business line in home and technical services. This entrepreneurial role involves strategic vision, operational excellence, and market development to establish the company as a trusted provider known for quality and reliability in household services.

Qualifications

• Minimum 10 years of experience in leadership roles in maintenance operations or service delivery.
• Proven track record in launching or scaling home services.
• Strong background in resource planning and partner management.

Responsibilities

• Build and lead a new home and technical services business line.
• Define overall vision, business model, and strategies.
• Establish high standards for customer experience and service quality.

Skills

Strategic thinking

Business development

Leadership

Data-driven analysis

Negotiation

Education

Bachelor’s degree in Engineering

MBA or equivalent postgraduate degree

Tools

Field service management tools

CRM systems

Job description

Position Summary:

The Services & Customer Solutions Director will lead the creation and execution of a new standalone business line focused on general home and technical services, including maintenance, installations, repairs, and a broad range of household support functions.

This is an entrepreneurial leadership role responsible for designing the full operating model from the ground up. This includes defining the service portfolio, go-to-market strategy, pricing models, delivery channels, and the development of a hybrid resource network (in-house technicians and third-party vendors).

The Director will play a critical role in penetrating untapped market segments, building a trusted consumer brand, and positioning the company as a leading provider of home services distinguished by quality, reliability, and customer-centricity.

Key Responsibilities:

Business Line Development & Strategy

• Build and lead a new home and technical services business line from scratch.
• Define the overall vision, business model, and long-term strategy for service offerings across key categories such as home maintenance, installations, repairs, and household support.
• Conduct market research and competitor analysis to identify opportunities, service gaps, and unmet customer needs.

Service Portfolio & Go-to-Market

• Develop and prioritize the initial suite of service offerings (e.g., plumbing, AC maintenance, electrical repairs, IT support).
• Set pricing structures, service tiers (on-demand vs. subscription), and customer value propositions.
• Design and oversee launch plans across key cities and customer segments (B2C focus).

Operational Model & Resource Planning

• Build a scalable service delivery model using a mix of in-house technicians and third-party partners.
• Define operational workflows, job standards, safety protocols, and quality control processes.
• Ensure availability and management of spare parts, equipment, and technician tools.

Vendor & Partner Network

• Identify, qualify, and contract third-party vendors or freelance service providers to expand reach and technical capabilities.
• Set performance KPIs, SLAs, and compliance expectations for all external partners.

Technology & Systems Setup

• Recommend and oversee the implementation of field service management tools, CRM systems, and customer booking interfaces (web/app).
• Ensure operational visibility and customer feedback integration through digital dashboards.

Customer Experience & Brand Reputation

• Establish high standards for customer experience including complaint resolution, satisfaction metrics, and service recovery plans.
• Build the business as a trusted consumer-facing brand that reflects reliability, convenience, and quality.

Financial Management & Reporting

• Set and manage annual budgets, P&L targets, and service profitability benchmarks.
• Provide regular reports, strategic updates, and business insights to the CEO and senior leadership.

Qualifications & Requirements

Education:

• Bachelor’s degree in Engineering, Business Administration, Operations Management, or a related field.
• MBA or equivalent postgraduate degree is preferred.

Experience:

• Minimum 10 years of experience in leadership roles in maintenance operations, service delivery, or business leadership.
• Proven track record in launching or scaling home services, maintenance, or on-demand service platforms.
• Experience in managing B2C service delivery, preferably in electronics, home appliances, or telecom sectors.
• Strong background in resource planning, partner/vendor management, pricing, and service quality control.
• Strong commercial acumen with experience in productizing and monetizing service offerings.

Skills:

• Strategic thinking with the ability to translate business goals into executable service frameworks for technical and maintenance operations.
• Proven business development skills in launching and scaling hard service offerings such as HVAC, electrical, plumbing, and appliance repair.
• Strong understanding of service-based revenue models relevant to technical field operations (e.g., AMC, job-based pricing, emergency response).
• Expertise in service quality management, technical standards, and compliance in hard services environments.
• Demonstrated leadership and team-building skills, particularly with technicians, engineers, and technical service staff.
• Advanced communication, vendor negotiation, and cross-functional collaboration abilities.
• Analytical and data-driven, with the ability to monitor and optimize performance through SLAs, technical KPIs, service dashboards, and operational audits.
• High proficiency with technical service systems including CRM, field service management (FSM), dispatching, work order systems, and reporting tools.

Recommended Competencies:

• Entrepreneurial Drive: Ability to build and grow a business line from concept to execution.
• Influence & Collaboration: Navigates across functions and levels to secure alignment and support.
• Operational Excellence: Leads with a focus on process efficiency, scalability, and cost-effectiveness.
• Technical Acumen: Understands operational and safety standards for HVAC, electrical systems, plumbing, and appliance servicing.
• Customer-Centric Problem Solving: Balances technical service delivery with customer expectations, particularly in high-demand or emergency situations.
• Vendor & Workforce Management: Capable of building and managing third-party contractor networks.
• Change Management: Leads organizational change in mindset, structure, and capability.