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Service Manager

Location:  Riyadh
Requisition-ID:  5090

When it comes to digital, physical or electronic payments, the whole world trusts Giesecke+Devrient. Now you too can discover your passion for the world of payment systems. G+D Currency Technology is a globally active high-tech company headquartered in Munich, Germany. As a trusted partner of central banks and the entire currency industry, we increase security and efficiency in cash circulation. Our 160 years of experience – combined with new, digital solutions – makes us the world market leader in Advanced Currency Management. As part of the G+D Group, we offer a wide range of development opportunities in an international, family-owned company, with more than 11,000 employees worldwide. We are convinced that the key to success is in the diversity of our employees. That’s why it depends on you personally – let’s shape the future of currencies together!

Scope and Purpose:

  • Responsible for contributing, developing and implementation of the service strategy for KSA
  • Responsible for managing a dedicated group of Service Engineers in Saudi Arabia
  • Planning and coordination of large scale Installation and Maintenance projects of G+D Machines ensuring maximum cost effectiveness.
  • Liaise internally with the Project Management, Logistics and Sales departments of GDFZE.
  • Become integrated part of sales organisation for S&M business

 

Key Result Areas & Responsibilities:

  • Provide direction and input in development of the KSA service strategy and development of processes for improvement, in conjunction with the KSA leadership team
  • Planning of Service and Maintenance activities and deployment of Engineers to fulfil all required sales and service requirements across the Kingdom.
  • Liaise with the customer organization, ensure customer satisfaction, identify S&M needs, raise S&M demands and become trigger and motor for the sales process.
  • Work closely with sales to provide pre/ post sales support by identifying customer painpoints and delivering solutions to address
  • Responsible for installation, site acceptance tests and commissioning of G+D products, closely aligned with sales and CAM. 
  • Organise On-site support after commissioning and on lapse of the warranty period.
  • Regular participation in Project Meetings, and other planning meetings
  • Develop and maintain a skills + performance matrix for all service engineers
  • Develop training plans and personnel development plans with all team members to provide opportunities for development and to increase knowledge depth within the team
  • Conduct regular reviews with the S&M team to ensure effective communication and an agile approach in addressing individual or business issues
  • All reporting and internal processes to be aligned with the FZE Hub (Dubai), so close + pro active contact with the MEA S&M organisation is required
  • Regular discussions with MEA peers to identify opportunities for development + sharing practices for constant development
  • Main contact for customer escalations which must be addressed in a timely manner and followed through to resolution
  • Prepares reports, analyzes data, and makes recommendations for improving operations of the machines and solving maintenance-related problems. 
  • Directs, maintains, and enforces the safety program for the Service Engineers. 
  • Responsible for feedback or complaint management (internal & external).
  • Owns, supports and drives company initiatives and projects
  • Attend and present at Customer locations when required
  • Participate in formal and informal training programs to increase skill and expertise
  • Control and seeks to reduce costs without affecting service delivery and efficiency
  • Learning about the organization’s products or services and keeping up to date with changes. 
  • Support development programs within the global Service organisation of G+D

 

Job Requirements:

  • Saudi Nationals will be given preference
  • Excellent People management Skills
  • Degree in Electrical / Mechanical Engineering. 
  • 5 to 8 years of experience in field service of high tech mechanical products, preferably within the African / Middle East region with minimum two years of experience in Managerial position.
  • Good Communication at all levels of the customer organisation
  • Distinct Customer Service skills
  • Entrepreneurial attitude (costs, labour, time, quality and always searching for new business opportunities)
  • Fluency in written and spoken English + Arabic is mandatory 
  • Must be willing to travel extensively domestically 

We are looking forward to receiving your application!

Giesecke+Devrient Currency Technology Saudi Arabia
12611-9257, Makkah-Al-Mukarramah Branch Rd, Riyadh
www.gi-de.com/en/sa/currency-technology/career/
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