Service Manager (B2B Services)

Job description / Role

Job description:
We are looking for an experienced Service Manager to oversee and manage the end-to-end service functions of our organization. The ideal candidate will have a strong background in customer service operations, service team supervision, spare parts coordination, and process improvement — ensuring excellent service delivery and client satisfaction in a B2B environment.

Key Responsibilities:

Service Management
-Manage day-to-day operations of the service department, ensuring smooth workflow and timely resolution of service requests.
-Supervise and motivate service teams; conduct performance reviews and identify training needs.
-Handle escalated customer issues and ensure effective complaint resolution within defined turnaround times.
-Develop and implement service policies, processes, and KPIs to improve efficiency and quality.
-Monitor customer satisfaction levels and take proactive measures to enhance service delivery.
-Coordinate with sales, logistics, and technical teams for seamless operations.
-Ensure service documentation, reports, and records are maintained accurately.

Spare Parts & Inventory Support
-Oversee planning and coordination for spare parts availability to support service operations.
-Work closely with suppliers and stores teams to maintain optimal spare stock levels.
-Implement standard procedures for storage, tracking, and usage of spare parts.
-Identify and manage non-moving or obsolete stock effectively.

Performance & Reporting
-Prepare and review service performance reports (KPIs, productivity, complaint analysis, etc.).
-Analyze operational data to identify trends and improvement opportunities.
-Present key findings and recommendations to management for strategic decisions.

-Bachelor’s degree in Business Administration, Engineering, or a related field.
-Minimum 7–10 years of experience in service operations, after-sales management, or customer service management in a B2B setup.
-Experience in managing service centers or technical support functions (preferably in GCC).
-Strong communication, analytical, and leadership skills.
-Proficiency in ERP/service management systems.
-Valid Qatar or GCC Driving License preferred.

Key Skills
-Service Operations Management
-Customer Complaint Handling & Resolution
-Spare Parts & Inventory Coordination
-Team Leadership & Staff Training
-KPI Monitoring & Process Improvement
-Data Analysis & Decision Making
-Communication & Interdepartmental Coordination

Preferred Industries
-Facility Management
-Home Appliances / Electronics Services
-Technical Services / Maintenance
-Industrial Equipment / B2B Solutions

About the Company

With over decades of expertise, KBN Group Holding is a leading name in Qatar’s private sector. KBN Group Holding offers an array of opportunities for our customers to prosper and grow.

Using technological advancements and sustainable solutions, we have continued to generate intrinsic value for businesses and increase investment opportunities by providing top-quality business solutions to our clients.