Purpose
The Customer Service Manager is responsible for driving customer service performance, service KPIs. The role ensures strong execution of service strategy, effective escalation handling, dealer/service partner performance, and consistent customer experience.
Key Responsibilities
Responsibilities
Service Operations & Execution
- Manage day-to-day customer service and technical service operations across assigned countries or clusters.
- Ensure achievement of key service KPIs including Response Time, TTR, FTR, Repeat Complaints, and Customer Satisfaction.
- Drive consistency in service processes, escalation handling, and reporting.
Customer Experience & Escalation
- Act as the first senior escalation point for complex customer and technical service issues.
- Build and maintain relationships with key customers, dealers, and channel partners.
- Drive resolution of chronic issues through RCA, PIR, and corrective action plans.
Dealer & Service Partner Management
- Monitor and improve dealer/service partner performance, manpower deployment, and capability.
- Ensure adherence to service standards, response timelines, and quality expectations.
- Support dealer capability building through training, audits, and performance reviews.
Technical & Cross-Functional Coordination
- Coordinate with engineering, quality, supply chain, and OEM/GOEM teams for effective issue resolution.
- Support warranty management, failure analysis, and service documentation.
- Provide field insights and feedback to support product and process improvements.
Team Leadership & Development
- Lead and guide service engineers and regional service teams.
- Drive productivity, discipline, and customer-centric behaviour across the service organization.
- Support implementation of service initiatives and improvement programs rolled out by leadership.
- Travel:Willingness to travel 50% of the time within Egypt.
Skills
- Strong understanding of engineering products, service operations, and field service KPIs
- Proven ability to manage customer escalations and dealer networks
- Good analytical skills with experience in RCA, PIR, and service reporting
- Effective communication and coordination skills across functions
- Hands-on leadership and execution-oriented mindset
Attributes
- Customer-focused with strong execution ownership
- Decisive, structured problem-solver
- Ability to manage pressure and multiple stakeholders
