Service Operations Manager- Gas and Process Division

Service Operations Manager- Gas and Process Division

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Job Description
Lead and optimize all aftermarket service operations for turbo compressors and expanders, ensuring safe, efficient, and profitable delivery of field and workshop services. Drive customer satisfaction, operational excellence, and team capability to strengthen our market position and support sustainable growth.

Your Role
Lead and optimize all aftermarket service operations for turbo compressors and expanders, ensuring safe, efficient, and profitable delivery of field and workshop services. Drive customer satisfaction, operational excellence, and team capability to strengthen our market position and support sustainable growth.
This position will be located in Dubai or within the GCC region.

Responsibilities

• Manage the full lifecycle of service delivery - from job planning to execution and close-out - for field service engineers, commissioning engineers, and workshop teams.
• Ensure optimal resource allocation, utilization, and productivity across all service activities.
• Oversee workshop operations for overhauls, repairs, and testing of turbo compressors and expanders.

Customer Satisfaction & Relationship Management

• Maintain high levels of customer satisfaction through timely, high-quality service delivery.
• Conduct regular site visits to monitor service quality, address issues, and strengthen customer relationships.
• Support Aftermarket Sales and Key Account Managers with technical and operational input for proposals, preventive maintenance contracts, and troubleshooting requests.

Financial & Performance Management

• Monitor service job profitability, cost recovery, and variance analysis monthly.
• Drive efficiency improvements to meet or exceed revenue and margin targets.
• Ensure accurate and timely invoicing in coordination with service administration.

Safety, Quality & Compliance

• Enforce compliance with all SHEQ (Safety, Health, Environment, and Quality) policies and procedures.
• Conduct safety inductions, toolbox talks, and risk assessments for all service jobs.
• Ensure availability, calibration and certification of tools, measurement devices, and workshop machinery.

Team Development & Capability Building

• Lead, coach, and develop service engineers and workshop staff to enhance technical expertise and soft skills.
• Identify training needs and coordinate with product companies for specialized training programs.
• Develop specialists for specific turbo compressors and expanders applications.

Process Improvement & Reporting

• Review and improve field service reporting systems for accuracy and actionable insights.
• Conduct quarterly reviews of completed jobs to capture lessons learned and implement best practices.
• Support internal and external audits of service and workshop processes.

KPIs

• Service job on-time completion rate
• Workshop turnaround time
• Customer satisfaction score
• Job profitability & cost variance
• Safety incident rate
• Resource utilization %

To succeed, you will need Experience & Qualifications

• Proven experience in rotating equipment service (turbo compressors & expanders).
• Mechanical engineering background; electrical/instrumentation & control knowledge a plus.
• Leadership experience in service operations.
• Bachelor's degree in Mechanical/Electrical Engineering (or equivalent).
• ERP (SAP) and MS Office proficiency.
• Fluent in English; Arabic an advantage.

Key Competencies

• Strong operational planning and organizational skills.
• Excellent interpersonal and communication abilities at all levels.
• Customer-focused mindset with a track record of delivering exceptional service.
• Ability to work under pressure and manage multiple priorities.
• Self-motivated, confident, and dynamic leader

Reporting Structure

• Reports to: Business Line Manager - Aftermarket
• Direct Reports: Field Service Engineers, Workshop Supervisor, Service Administrators, Parts & Logistics Coordinators.

In return, we offer you

Atlas Copco is a Swedish company with a strong family vibe and respect for each individual. We strive for strong diversity and invest heavily in our customers, the environment, and our people. We provide a stimulating environment for daily competency development and a family-friendly working atmosphere.