Service Manager

The Service Manager job at Atlas Copco Group in Ahmadi, Kuwait, puts one person in charge of a team of Field Service Engineers, their performance and their development. Knowledge of compressed-air equipment is strongly preferred, and the post works alongside Service Planning, Technical Support, Sales, Human Resources and SHEQ.

What the service manager job in Ahmadi involves

The manager answers for the engineers’ performance and growth and for keeping customer commitments met with quality and efficiency. In practice that means setting clear priorities, coaching regularly and following key indicators, while pulling in the planning, technical support, sales, HR and SHEQ colleagues when a non-technical escalation, a competence gap or a contract problem needs them. The post is based at the company’s office in Ahmadi, Kuwait, among the team it leads.

Responsibilities

• Leads, motivates and develops the Field Service Engineers, taking an active part in recruitment, onboarding, performance management, career coaching and competence development
• Holds monthly face-to-face one-to-ones and work-in-progress reviews, joins CTS management meetings, and organizes nine toolbox meetings a year: seven focused online sessions and two longer team-building meetings in person
• Assesses each engineer’s capability and development needs, balancing on-the-job learning with support from Technical Support and Learning & Development, and handles evaluations, attendance follow-up and other people processes
• Works with Service Planning and the Field Service Team on advance planning, utilization, time on site, twin working, workload balance and timely execution of customer jobs
• Monitors regional indicators such as work in progress, utilization, time on site and van inventory, shares effective practices across the CTS organization, and uses operational data, employee feedback and customer insight to test practical improvements
• Follows up on NPS feedback, key contracts and service-level commitments, and handles urgent customer issues and non-technical escalations, raising risks early and staying in contact until closure
• Keeps contracted equipment on its service schedule, compares planned with executed work and quality-related costs, and coordinates with sales colleagues on contract profitability and renewal
• Reviews warranty matters, risk observations and near misses with actions assigned and followed through, and oversees safety compliance, service vehicles, tools and personal protective equipment, including periodic inspection of certified van tools

Requirements

• Bachelor’s degree in Mechanical, Electrical or Instrumentation Engineering, or a recognized technical diploma or apprenticeship with at least five years of relevant compressed-air industry experience
• Experience managing performance, resource planning, service execution, customer issues and operational improvement
• Ability to review service performance information and technical job reports well enough to guide action and escalate to the right technical specialists
• Good command of Microsoft Office and confidence with operational systems and performance data
• Understanding of safety requirements, field-service risk management and disciplined work practices

Preferred qualifications

• Working knowledge of compressed-air equipment and service operations, including oil-injected and oil-free compressors, dryers and related systems
• Experience with competitor equipment or service environments

How to apply

Applicants apply the application button below on the Atlas Copco Group careers site. The selection process includes interviews and, for some roles, skills assessments.