Service Manager

Kirloskar Oil Engines Limited; Riyadh; On-site; SAR 180,000 - 300,000; Full time

Job summary

Kirloskar Oil Engines Limited is seeking a Customer Service Manager to drive service performance and KPI delivery across assigned regions. You will oversee day-to-day service operations, escalation handling, and dealer network performance to ensure a consistent, customer-focused experience.

You will lead cross-functional coordination with engineering, quality, supply chain and OEM teams; guide service engineers and regional teams; and drive improvements through RCA, PIR and corrective action

Responsibilities

• Manage day-to-day customer service and technical service operations across assigned countries or clusters.
• Ensure achievement of key service KPIs including Response Time, TTR, FTR, Repeat Complaints, and Customer Satisfaction.
• Drive consistency in service processes, escalation handling, and reporting.
• Act as the first senior escalation point for complex customer and technical service issues.
• Build and maintain relationships with key customers, dealers, and channel partners.
• Drive resolution of chronic issues through RCA, PIR, and corrective action plans.
• Monitor and improve dealer/service partner performance, manpower deployment, and capability.
• Ensure adherence to service standards, response timelines, and quality expectations.
• Support dealer capability building through training, audits, and performance reviews.
• Coordinate with engineering, quality, supply chain, and OEM/GOEM teams for effective issue resolution.
• Support warranty management, failure analysis, and service documentation.
• Provide field insights and feedback to support product and process improvements.
• Lead and guide service engineers and regional service teams.
• Drive productivity, discipline, and customer-centric behaviour across the service organization.
• Support implementation of service initiatives and improvement programs rolled out by leadership.

Skills

Service operations

Customer escalations

Dealers & channel partners

Cross-functional coordination

Job description

The Customer Service Manager is responsible for driving customer service performance, service KPIs. The role ensures strong execution of service strategy, effective escalation handling, dealer/service partner performance, and consistent customer experience.

Key Responsibilities

Responsibilities

Service Operations & Execution

• Manage day-to-day customer service and technical service operations across assigned countries or clusters.
• Ensure achievement of key service KPIs including Response Time, TTR, FTR, Repeat Complaints, and Customer Satisfaction.
• Drive consistency in service processes, escalation handling, and reporting.

Customer Experience & Escalation

• Act as the first senior escalation point for complex customer and technical service issues.
• Build and maintain relationships with key customers, dealers, and channel partners.
• Drive resolution of chronic issues through RCA, PIR, and corrective action plans.
• Monitor and improve dealer/service partner performance, manpower deployment, and capability.
• Ensure adherence to service standards, response timelines, and quality expectations.
• Support dealer capability building through training, audits, and performance reviews.

Technical & Cross-Functional Coordination

• Coordinate with engineering, quality, supply chain, and OEM/GOEM teams for effective issue resolution.
• Support warranty management, failure analysis, and service documentation.
• Provide field insights and feedback to support product and process improvements.
• Lead and guide service engineers and regional service teams.
• Drive productivity, discipline, and customer-centric behaviour across the service organization.
• Support implementation of service initiatives and improvement programs rolled out by leadership.

Skills

• Strong understanding of engineering products, service operations, and field service KPIs
• Proven ability to manage customer escalations and dealer networks
• Good analytical skills with experience in RCA, PIR, and service reporting
• Effective communication and coordination skills across functions
• Hands-on leadership and execution-oriented mindset

Attributes

• Customer-focused with strong execution ownership
• Decisive, structured problem-solver
• Ability to manage pressure and multiple stakeholders