Service Manager – Customer Service Operations

About the role

The Service Manager leads customer service and technical service operations across assigned regions in Algeria. You will be responsible for delivering consistent customer experiences, driving key performance indicators, and acting as the senior escalation point for complex issues.

Key responsibilities

• Manage day‑to‑day service operations and ensure achievement of KPIs such as Response Time, TTR, FTR, Repeat Complaints and Customer Satisfaction.
• Serve as the first senior escalation point for complex customer and technical issues, coordinating resolution with engineering, quality, supply chain and OEM/GOEM teams.
• Monitor and improve dealer and service‑partner performance, including manpower deployment, capability building, training, audits and performance reviews.
• Lead and develop regional service engineers and teams, fostering productivity, discipline and a customer‑centric culture.
• Support warranty management, failure analysis and service documentation while providing field insights for product and process improvements.

Required profile

• Customer‑focused mindset with strong execution ownership.
• Decisive, structured problem‑solver able to manage pressure and multiple stakeholders.
• Willingness to travel up to 50 % of the time within Algeria.

Required skills

• Strong understanding of engineering products and field service operations.
• Experience monitoring and reporting service KPIs (Response Time, TTR, FTR, Repeat Complaints, Customer Satisfaction).
• Proficiency in Root Cause Analysis (RCA) and Problem Investigation Reports (PIR).
• Hands‑on leadership and execution‑oriented mindset.
• Ability to coordinate cross‑functional teams for issue resolution.