Act as the primary point of contact for customers and supervise Marine employees who service and repair Marine engines and equipment. This role is essential in promoting quality customer service and expanding Marine business within the branch location and across the country.

Responsibilities:

• Customer Interaction:
• • Assess customer needs, gather relevant information, and open work orders.
  • Provide quotes, develop claims, prepare repair plans, schedule work, and update customers on repair status.
  • Resolve customer concerns regarding distributor warranties and explain charges.
  • Develop positive relationships with key Marine customers.
• Support and Service:
• • Offer remote support for all Marine Segment across KSA.
  • Provide on-site support at docks or seaports to inspect, service engine equipment, troubleshoot, and perform repairs.
• Team Management:
• • Supervise Service Technicians and Service Team Leaders.
  • Coordinate and schedule Technician work.
  • Communicate repair plans to Technicians in alignment with customer quotes.
  • Monitor Technician productivity and repair quality.
  • Provide coaching, feedback, performance reviews, and professional growth opportunities to Service Technicians and Team Leaders.
  • Offer first-level support to Technicians and escalate technical issues when necessary.
• Service Logistics and Operations:
• • Manage service logistics, including the use of materials, equipment, and personnel, ensuring safety, quality, and efficiency.
  • Develop and review quotes for accuracy before communicating with customers.
  • Provide updates on repair status and any changes to plans or schedules.
  • Participate in continuous improvement activities to align processes with customer expectations and organizational goals.
  • Monitor the status of open repairs and address issues impacting repair completion within the quoted time.
• Performance Monitoring:
• • Track key performance metrics for customer satisfaction.
  • Monitor goals and targets for the Marine Department, ensuring superior customer satisfaction levels.
  • Resolve customer concerns related to distributor warranties through frequent and professional communication.
  • Manage Service WIP (Work In Progress).
• Strategic Development:
• • Contribute to the development plan of the Marine Department across KSA.

• Diagnostics Application:
  • Translate customer complaints into actionable troubleshooting plans.
  • Use guided workflows, procedures, and specialized tools (mechanical, electronic service tools, diagnostic software) to identify and repair failed components.
  • Validate repairs by replicating the initial complaint to ensure resolution.
  • Document troubleshooting results in business systems for payment processing and historical tracking.
• Technical Escalation:
  • Gather technical issue information and utilize resources such as data management tools.
  • Elevate issues to higher expertise levels, balancing timely customer responses with thorough investigation.
  • Record all troubleshooting steps in the appropriate database to ensure smooth transitions and accurate ticket resolution.
• Service Documentation:
  • Create and verify customer, equipment, and technical information.
  • Capture specific data using required service tools.
  • Follow procedures to document necessary information in the service management system for an accurate work record.
• Electronic Service Tool Development:
  • Explain the scope of primary electronic troubleshooting tools to determine applicability.
  • Identify clear design requirements and follow processes to ensure tools meet or exceed expectations.
  • Develop and execute test plans to validate service tools.
• Ensures Accountability:
  • Hold yourself and others accountable to meet commitments.
• Communicates Effectively:
  • Develop and deliver multi-mode communications that clearly convey an understanding of different audience needs.
• Manages Conflict:
  • Handle conflict situations effectively with minimal disruption.
• Customer Focus:
  • Build strong customer relationships and deliver customer-centric solutions.
• Directs Work:
  • Provide direction, delegate tasks, and remove obstacles to get work done.
• Financial Acumen:
  • Interpret and apply understanding of key financial indicators to make better business decisions.
• Tech Savvy:
  • Anticipate and adopt innovations in business-building digital and technology applications.