Field Service Manager
Skills
About This Role
Who We Are
Founded in 1978, Al Marwan Group is a diversified organization serving the construction, heavy machinery, Oil & Gas, real estate, developments and Hospitality sectors across the GCC.
The Group operates through multiple business units and subsidiaries, delivering integrated solutions supported by strong operational expertise and a well-established regional presence.
Job Summary
The Field Service Manager oversees the complete field service function for heavy equipment and machinery operations, ensuring effective deployment of service engineers and technicians to customer locations.
The role is responsible for maintaining service quality, improving equipment uptime, managing customer relationships, and ensuring compliance with company policies and safety standards.
The position acts as a key liaison between customers, technical teams, spare parts, sales, and management to deliver reliable after-sales support and operational excellence.
The role also contributes to business development by identifying customer needs, and enhancing overall service performance and profitability.
Key Responsibilities
- The key duties and responsibilities of the Field Service Manager include, but are not limited to:
- Manage daily field service operations and technical support activities.
- Supervise and lead service engineers, technicians, and support staff.
- Ensure timely maintenance, troubleshooting, repair, and commissioning of heavy equipment and machinery.
- Monitor service quality, response times, and customer satisfaction levels.
- Coordinate with spare parts, workshop, and rental departments for efficient service delivery.
- Develop preventive maintenance schedules and service plans.
- Handle customer complaints and provide effective technical solutions.
- Ensure compliance with HSE (Health, Safety & Environment) policies and industry regulations.
- Prepare service reports, operational KPIs, and management updates.
- Conduct technical training and performance evaluations for service staff.
- Control service costs and optimize resource utilization.
Required Skills & Qualifications
- Education: Bachelor’s Degree or Diploma in Mechanical Engineering,
- Experience: 15-20 years of experience in heavy equipment, construction machinery,
- Minimum 5–7 years of managerial or supervisory experience in field service management.
- Strong technical knowledge of heavy machinery, hydraulic systems, diesel engines, and electrical
- systems.
- Experience in managing field service teams and customer support operations.
- Excellent leadership, problem-solving, and decision-making skills.
- Strong customer relationship management and communication skills.
- Good knowledge of service planning, maintenance systems, and operational KPIs.
- Proficiency in ERP/service management software and Microsoft Office applications.
- Ability to work under pressure and manage multiple service activities simultaneously.
- Valid driving license and willingness to travel to customer/project sites when required.
- Knowledge of HSE standards and safe working practices in industrial environments.
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