Service Manager - Field Service Engineers

About the role

The Service Manager leads, develops and manages the Field Service Engineer team, creating an inclusive and motivated environment where planning is effective, work is carried out safely and customer commitments are met with quality and efficiency. The role works closely with Service Planning, Technical Support, Sales, Human Resources, SHEQ and other CTS functions to resolve non-technical escalations, strengthen competence and support profitable growth. It is based on-site at the office in Ahmadi, Kuwait.

Key responsibilities

• Lead, motivate and develop a diverse team of Field Service Engineers, including recruitment, onboarding, performance management, career coaching and competence development.
• Hold monthly one-to-one meetings with engineers, monthly work-in-progress reviews and take part in CTS management meetings.
• Improve advance planning, utilization, time on site, twin working and workload balance, and monitor regional indicators such as work in progress, utilization, time on site and van inventory.
• Follow up on NPS feedback, key contracts and service-level commitments, and handle urgent customer issues and non-technical escalations until closure.
• Ensure contracted equipment is serviced on time and support contract execution, profitability and renewal with the sales team; monitor planned versus executed work and quality-related costs.
• Review warranty matters, risk observations and near misses, and ensure safety requirements are met, including oversight of service vehicles, tools and PPE.
• Organize nine toolbox meetings per year (seven online, two physical team-building sessions).

Required profile

• 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.
• Proven experience leading or developing field service, operational or technical teams, and managing performance, resource planning, service execution and operational improvement.
• Understanding of safety requirements, field-service risk management and disciplined work practices.

Required skills

• Working knowledge of compressed-air equipment and service operations (oil-injected and oil-free compressors, dryers) strongly preferred.
• Ability to interpret service performance information and technical job reports.
• Good command of Microsoft Office and confidence using operational systems and performance data.
• Experience with competitor equipment or service environments is an advantage.