Summary
Atlas Copco is seeking a Service Manager for the Central Area, based on-site at its Riyadh office. The role leads and develops Field Service Engineers and oversees service planning, operational performance, customer escalations, safety, contract execution, and continuous improvement. Candidates should have experience leading field service, operational, or technical teams and managing service delivery and customer issues. A bachelor’s degree in Mechanical, Electrical, or Instrumentation Engineering is requested; candidates with a recognized technical diploma or apprenticeship and at least five years of relevant compressed-air industry experience may also be considered.
The posting
As published on atlascopcogroup.com. Pulled from the employer's site and shown as they wrote it.
Our Mission
At Atlas Copco, we strive to deliver sustainable productivity and outstanding service to our customers. This role provides an opportunity to lead a diverse field service team, enhance operational excellence, improve customer satisfaction, and strengthen organizational capability for future growth. As a leader, you are expected to demonstrate our Cultural Behaviors through your actions, decisions, collaboration, and results.
Your Mission
As Service Manager for the Central Area, you will lead and develop the Field Service Engineer team, ensuring a safe, engaged, and high-performing work environment. You will oversee service operations, support efficient planning and execution, and ensure customer commitments are delivered with quality and reliability.
Working closely with Service Planning, Technical Support, Sales, Human Resources, SHEQ, and other CTS stakeholders, you will drive operational performance, develop team competence, manage non-technical escalations, and support profitable business growth. You will use performance data, customer feedback, and continuous improvement practices to achieve operational excellence.
Key Responsibilities
- Lead, coach, and develop Field Service Engineers, including recruitment, onboarding, performance management, and career development.
- Conduct regular one-to-one meetings, performance reviews, and participate actively in CTS management activities.
- Identify training and development needs and support employee growth through structured learning and coaching.
- Manage attendance, performance evaluations, and people-related processes with fairness and professionalism.
- Collaborate with Service Planning to improve resource utilization, workload distribution, planning efficiency, and job execution.
- Monitor operational KPIs such as work in progress, utilization, time on site, and service performance indicators.
- Follow up on customer feedback, service agreements, and key contracts to ensure high customer satisfaction.
- Manage urgent customer concerns and non-technical escalations while coordinating timely resolutions.
- Support contract execution, profitability, equipment service compliance, and contract renewals.
- Track planned versus completed work and control quality-related costs to improve operational efficiency.
- Review warranty cases, risk observations, and near misses, ensuring corrective actions are implemented.
- Maintain compliance with safety requirements and oversee service vehicles, tools, and personal protective equipment.
- Organize regular toolbox and team meetings to strengthen communication, safety awareness, and collaboration.
- Use operational insights and employee feedback to identify opportunities for continuous improvement.
Role Focus
The position is primarily responsible for:
- People leadership, coaching, and team development
- Operational performance and KPI management
- Customer satisfaction and escalation management
- Safety compliance and service readiness
- Contract execution, quality, and profitability
- Cross-functional collaboration and continuous improvement activities
Experience and Knowledge
- Proven experience leading or developing field service, operational or technical teams with different competence levels.
- Experience managing performance, resource planning, service execution, customer issues and operational improvement.
- Working knowledge of compressed-air equipment and service operations is strongly preferred, including experience with oil-injected and oil-free compressors, dryers and related systems.
- Ability to review and interpret service performance information and technical job reports sufficiently to guide action and escalate to the appropriate technical specialists.
- Good command of Microsoft Office and confidence using operational systems and performance data.
- Understanding of safety requirements, field-service risk management and disciplined work practices.
- Experience with competitor equipment or service environments is an advantage.
Education
Bachelor’s degree in Mechanical, Electrical or Instrumentation Engineering. Candidates with a recognized technical diploma or apprenticeship and at least five years of relevant compressed-air industry experience may also be considered.
In return, we offer
- Culture of trust and accountability
- Lifelong learning and career growth
- Innovation powered by people
- Comprehensive compensation and benefits
- Health and well-being
Job location
This role requires you to work on-site at our office in Riyadh, KSA. You will be part of a dynamic team and enjoy the benefits of face-to-face collaboration.