Service Supervisor

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.