Senior Technical Support Director

Fletcher Piccolo Associates; Al Khobar; On-site; SAR 120,000 - 150,000; Full time

Job summary

A leading engineering firm located in Al Khobar, Saudi Arabia, is seeking a seasoned technical support manager. This role involves leading departments, developing strategies aligned with business goals, managing budgets, and ensuring high-quality service delivery. Applicants should have a Bachelor's degree in Engineering and at least 10 years of relevant experience, including 4 years in managerial roles. The firm is committed to developing a culture of innovation and teamwork, promoting operational efficiency aligned with their organizational mission.

Qualifications

• 10 years of related experience is required, with a minimum of 4 years in managerial roles.
• Proven experience in developing and motivating teams.

Responsibilities

• Lead and manage the technical support PMV, ensuring efficient service delivery.
• Develop and direct technical support strategies aligned with business objectives.
• Monitor financial performance and manage departmental budgets.

Skills

Leadership skills

Strategic thinking

Budget management

Technical support knowledge

Crisis management

Data analytics

Education

Bachelor's degree in Engineering or related field

Job description

To lead and manage the technical support PMV, Logistics, Fabrication Shops & Scaffolding departments, ensuring quick and efficient service to projects, and alignment with business objectives through strategic direction and continuous improvement while maintaining highest level of control and compliance.

Strategy Development and Implementation

• Develop and direct the implementation of the technical support strategy, ensuring alignment with functional strategy, vision, mission, and corporate objectives.
• Ensure that business strategies and related strategic plans are developed and implemented, which are aligned with the vision and mission of the organisation.
• Ensure the provision of subject matter expertise for the technical support and provide counsel to company leadership on all related areas to facilitate the achievement of the group strategy and functional strategies.

Leadership

• Manage the effective achievement of technical support objectives through effective leadership and by setting individual objectives, managing performance, developing, and motivating teams to maximise performance.
• Lead the talent development initiatives within respective departments, collaborating with discipline experts and thereby ensuring the availability of talent to fit business requirements.
• Act as a role model and drive adherence to organisational values and ethics by employees of the technical support division to ensure the establishment of a value-driven culture within the organisation.

Budgeting and Financial Performance

• Oversee the consolidation and recommend the departments' budgets under the technical support portfolio and monitor financial performance versus the budget so that the business is aware of anticipated costs/revenues, areas of unsatisfactory performance are identified, and potential areas of cost reduction or performance improvement opportunities are capitalised upon.

Policies, Systems, Processes & Procedures

• Lead the implementation of corporate policies, systems, processes, procedures, and controls covering all areas of departments’ operations under the technical support portfolio so that all relevant procedural/legislative compliance requirements are fulfilled while delivering a quality, cost-effective service in a consistent manner.

Operational Management

• Develop and implement a technical support strategy aligned with business objectives to ensure scalable, high-quality service delivery that supports the projects efficiently.
• Plan and manage departmental budgets, resources, and workforce requirements to maintain operational efficiency while supporting the organisation’s growth and financial goals.
• Oversee daily technical support operations to ensure the timely, effective resolution of operational issues and adherence to performance standards, thereby enhancing overall service quality.
• Lead crisis management and escalation processes to resolve high-priority technical problems efficiently, ensuring minimal disruption during critical situations.
• Ensure technical support practices comply with internal policies and external regulations to mitigate risk, safeguard customer data, and protect the organisation’s reputation.
• Promote a culture of innovation, ensuring adoption of emerging technologies and modern support tools (i.e., AI, automation, remote support platforms) that enhance service delivery and scalability.
• Develop KPIs and service-level agreements (SLAs) that reflect strategic customer support objectives and ensure continuous improvement of the customer experience.
• Leverage data analytics, performance metrics, and trend analysis to make informed decisions, drive support efficiency, and identify areas for proactive issue resolution

Cross-Functional Collaboration

• Ensure technical support teams have access to up-to-date training and knowledge resources, empowering them to deliver fast, accurate solutions to customer problems.
• Manage relationships with third-party vendors and external partners by negotiating contracts, ensuring the quality of service provided, and maintaining alignment with organizational goals, ensuring that external support resources and tools meet the required standards and contribute to overall customer satisfaction.
• Monitor and assess the performance of external service providers and elevate issues as needed, ensuring that any third-party involvement in technical support operations maintains high standards of service quality and aligns with internal objectives.

Team Culture

• Develop and nurture a high-performing support team through consistent coaching, performance reviews, career development opportunities, and training programs, ensuring that team members grow in their roles, feel motivated, and are equipped to handle evolving customer needs.
• Foster a collaborative team culture by leading by example and promoting values of accountability, teamwork, and continuous improvement, ensuring that the support department consistently strives to deliver exceptional service and is aligned with the broader goals of the organization.

Performance & Behavioural Requirements

Education/Certifications

• Bachelors degree in Engineering, or any other related field.
• 10 years of related experience with 4 years of experience in growing managerial accountability in roles within similar positions.