Service Admin

**Role Objective**:
Responsible to manage the Service/Technical team with the objective to drive customer satisfaction both internally and externally through effective and efficient technical problem resolution. Those objectives consists:

- Employee development, task allocation, monitoring, and integration,
- Client communications and expectations management
- Strategic planning, resource allocation,
- Project tracking throughout all key milestones
- Ensures the efficient and effective deliveries of Services to the Customers.

**Key responsibilities**:

- Manage, supervise and organize Service department to develop customer-satisfying service solutions and sustain service leadership position in the industry.
- Work closely with Service, Sales & Sales Support Teams and the Product Managers to define objectives and strategies.
- Continually monitor the performance of the after-sales business and adjust action plans to achieve target growth.
- While identifying growth opportunities, attend key clients service review meetings covering performance, service improvements, quality and processes.
- Support to update and maintains the software for tracking work orders, spare parts and maintenance and effective operations of the service equipment and its system.
- Prepares reports, analyzes data and makes recommendation for improving service operations and solving maintenance-related problem.
- Ensures that service technicians are adequately trained, equipped and motivated so that the service/maintenance program can be accomplished in a safe, timely and cost effective frame work.
- Adherence to the industry best practices in order to deliver quality service operation.

**Pre & Post-Sales**:.
- Identify the right product for customer as solution.
- Key account customers visits for new product information and solutions.
- Propose & push SLA, AMC and extended warranty.
- Take a well-ordered approach to solve problems and act despite obstacles or resistance as Strategic thinking/Problem Solving/Decision Making.

**Development & Training**:

- Manage support / technical team, competency development KSA wide.
- Evaluation of technical team and knowledge enhancement
- Enabling service team by developing & conducting training aids/technical materials.
- Create and maintain a one team environment mindset
- Build cooperation among individuals and departments, share information and work to achieve group goals and outcomes among team KSA wide.

**Technical Product Management**:

- Analysis of Competitive brands/products.
- New Products identification as per market trends.
- The technical liaison between the supplier technical support team and service regional technical teams.
- Information sharing and functional demo to sales teams for new products launch by the suppliers.
- Use case development, Requirements gathering and analysis

**Reporting & Communication**:

- Provide timely report on technical team performance using **Zul-Service** system.
- Collaborate with key stakeholders to drive process improvements and conduct weekly meetings with team.
- Escalation resolution responsibility when necessary through other areas (Sales & Service, software, customer handling and SOP’s).

**Service Technical Support**:

- Assist in development/testing of field fixes and updates, and implement these solutions with the agreement of the responsible product platform in coordination with supplier product technical support.
- Planning of Spare parts inventory / assortment, and maintain the recommended spares lists. Identity the obsolete spares based on end-of-life equipment. The spares shall not be ordered for obsolete equipment.
- Recommendation on slow moving parts to offer customers as special rates to avoid the parts as dead inventory.
- New equipment and active machines, recommended spares available to be kept in stock or sold to respect clients

**Revenue Stream**:

- Lead generation on new sales and SLA/AMC

**Key relationships**:

- Service department
- Customer Services department
- Sales Department
- Supply Chain/ Warehouse/ Spare parts

**Essential qualification(s)**:

- Bachelor in STEM eduction, or DAE Technical field esp. Engineering

Application Question(s):

- Current Salary?
- Expected Salary?
- Have you completed a degree in Industrial, Mechanical, or Electrical Engineering?

**Experience**:

- Relevant: 6 years (required)

**Location**:

- Jeddah (required)

Application Deadline: 14/07/2025