Your role

As Service Manager, you will be accountable for the leadership, performance and development of the Field Service Engineer team. You will create an inclusive and motivated working environment, enable effective planning and safe execution, and ensure customer commitments are fulfilled with quality and efficiency.

You will manage operational performance through clear priorities, regular coaching and disciplined follow-up of key indicators. You will work closely with Service Planning, Technical Support, Sales, Human Resources, SHEQ and other CTS functions to resolve non-technical escalations, strengthen competence, improve contract execution and support profitable growth. You will remain curious about customer needs and team capability, encourage better ways of working, and use feedback and performance data to continuously improve results.

Key Responsibilities

· Lead, motivate and develop a diverse team of Field Service Engineers, taking an active role in recruitment, onboarding, performance management, career coaching and competence development.

· Establish a consistent people-management rhythm, including monthly face-to-face one-to-one meetings with Field Service Engineers, monthly work-in-progress reviews and active participation in CTS management meetings.

· Assess individual capability and development needs, balancing on-the-job learning with structured support from Technical Support and Learning & Development.

· Manage performance evaluation, career coaching, attendance follow-up and relevant people processes, while ensuring fair, respectful and timely communication.

· Work closely with Service Planning and the Field Service Team to improve advance planning, utilization, time on site, twin working, workload balance and timely execution of customer jobs.

· Monitor regional operational indicators including work in progress, utilization, time on site, van inventory and related service-performance measures, and share effective practices across the CTS organization.

· Follow up on NPS feedback, key contracts and service-level commitments, ensuring customer concerns are acknowledged, owned and resolved efficiently.

· Handle urgent customer issues and non-technical escalations, raising risks early, coordinating the right stakeholders and maintaining clear communication until closure.

· Ensure contracted equipment is serviced on time and support effective contract execution, profitability and renewal through close coordination with the responsible sales colleagues.

· Monitor planned versus executed work and quality-related costs to protect contract profitability and improve operational efficiency.

· Review warranty matters, risk observations and near misses, ensuring actions are assigned and followed through.

· Ensure compliance with safety requirements and maintain effective oversight of service vehicles, tools and personal protective equipment, including periodic inspection of certified van tools.

· Organize nine toolbox meetings per year, combining seven focused online sessions with two longer physical team-building meetings involving relevant colleagues from planning, administration, sales and other functions.

· Use operational data, employee feedback and customer insight to challenge existing practices, test practical improvements and build more effective ways of working.

Your skills and experience

Experience and Knowledge

· Proven experience leading or developing field service, operational or technical teams with different competence levels.

· Experience managing performance, resource planning, service execution, customer issues and operational improvement.

· Working knowledge of compressed-air equipment and service operations is strongly preferred, including experience with oil-injected and oil-free compressors, dryers and related systems.

· Ability to review and interpret service performance information and technical job reports sufficiently to guide action and escalate to the appropriate technical specialists.

· Good command of Microsoft Office and confidence using operational systems and performance data.

· Understanding of safety requirements, field-service risk management and disciplined work practices.

· Experience with competitor equipment or service environments is an advantage.

Education

Bachelor’s degree in Mechanical, Electrical or Instrumentation Engineering. Candidates with a recognized technical diploma or apprenticeship and at least five years of relevant compressed-air industry experience may also be considered.

Your job location

This role requires you to work on-site at our office in Ahmadi, Kuwait (KW). You will be part of a dynamic team and enjoy the benefits of face-to-face collaboration.

Why it is great to work with us

Your career grows through your skills, your curiosity, and the people you work with. You join a global network where we learn from each other and share knowledge openly. We focus on long‑term development and encourage you to explore new ideas that help us move forward. Innovation is part of how we think and act – we test, improve, and use what we learn to create solutions that matter. You can make a meaningful impact by contributing with your insights and taking ownership of your work, supported by flexible ways of working and leaders who empower you. 

Application process

Our selection process includes interviews and, for some roles, skills assessments that help us gain a deeper understanding of your profile. We look forward to getting to know you, learning about your strengths, and discussing how you can grow with us.