About Caterpillar and SPM Oil & Gas

Caterpillar Inc. is a global leader dedicated to building a better, more sustainable world through its work and people. Joining Caterpillar means becoming part of a team focused on problem-solving and creating stronger communities. SPM Oil & Gas, a division of Caterpillar, is actively developing in-Kingdom workshop capabilities within Saudi Arabia. This initiative aims to support critical oilfield operations by servicing flow iron, treating iron, and well service equipment.

The Role: Operations & Admin Lead

Based in Dammam, Eastern Region, this full-time position for an Operations & Admin Lead serves as the primary point of contact for customers requiring field service and workshop support across Saudi Arabia. The role is central to coordinating service activities, managing work orders, scheduling resources, and ensuring timely communication among customers, field service teams, workshop personnel, and internal stakeholders. This position is critical for delivering a high level of customer service while supporting operational efficiency and service performance objectives.

Key Responsibilities

• Act as the primary customer contact for service-related inquiries, repair requests, maintenance activities, and service status updates.
• Receive, review, and process customer service requests, ensuring all required information is accurately documented.
• Create and manage service work orders within company systems, ensuring timely execution.
• Maintain regular communication with customers regarding service schedules, repair progress, estimated completion dates, and any changes.
• Coordinate service activities between customers, workshop personnel, field service technicians, and service supervisors.
• Support the scheduling and allocation of field service technicians and workshop resources to meet customer requirements.
• Monitor work order progress and actively follow up on outstanding activities to ensure timely completion.
• Coordinate service appointments, site visits, inspections, repairs, maintenance activities, and equipment deliveries or collections.
• Facilitate communication between technical teams and customers regarding technical findings, service recommendations, and repair scope approvals.

Work Order and Documentation Management

• Ensure accurate creation, maintenance, and closure of service work orders.
• Verify service documentation, technician reports, inspection records, and customer approvals are completed and recorded accurately.
• Support service billing processes by ensuring completed work orders, timesheets, and supporting documentation are submitted in a timely manner.
• Maintain accurate customer, equipment, and service history records within ERP and service management systems.

Customer Experience and Compliance

• Proactively monitor customer service requests and identify potential delays or service risks.
• Coordinate corrective actions to minimize service disruptions and meet customer expectations.
• Support the achievement of key performance indicators (KPIs), including service response time, work order turnaround time, and customer satisfaction.
• Identify opportunities to improve customer experience and service delivery processes.
• Ensure all service activities comply with company procedures, quality standards, and applicable Saudi Arabian regulations.
• Promote adherence to health, safety, and environmental requirements during all service activities.

Requirements and Compensation

Candidates for the Operations & Admin Lead position should possess 2-5 years of relevant experience in a similar role. This is a full-time position located in Dammam, Eastern Region. The salary for this role ranges from SAR 8,075 to SAR 9,800 per month, depending on the candidate's experience.