Job Summary

The Operations & Admin Lead serves as the primary point of contact for customers requiring field service and workshop support within Saudi Arabia. The role is responsible for coordinating service activities, managing work orders, scheduling resources, monitoring service progress, and ensuring timely communication between customers, field service teams, workshop personnel, and internal stakeholders. The position plays a critical role in delivering a high level of customer service experience while supporting operational efficiency and service performance objectives.

Key Responsibilities

Customer Service & Service Coordination

• 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 and ensure timely execution.

• Maintain regular communication with customers regarding service schedules, repair progress, estimated completion dates, and any changes to agreed

timelines.

• Ensure customer concerns and complaints are handled professionally and escalated appropriately when required.

Workshop & Field Service Support

• 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 and operational priorities.

• 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 where applicable.

• Facilitate communication between technical teams and customers regarding technical findings, service recommendations, and repair scope approvals.

Work Order & 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 & Performance

• Proactively monitor customer service requests and identify potential delays or service risks.

• Coordinate corrective actions to minimize service disruptions and meet customer expectations.

• Support achievement of KPIs, including service response time, work order turnaround time, customer satisfaction, first-time completion rates, and service backlog management.

• Identify opportunities to improve customer experience and service delivery processes.

Compliance & Quality

• Ensure all service activities comply with company procedures, quality standards, and applicable Saudi Arabian regulations and customer site requirements.

• Promote adherence to health, safety, and environmental requirements during all service activities.

• Support continuous improvement initiatives within the service and workshop operations function.

Qualifications & Experience Required:

• Arabic and English language proficiency.

• Excellent communication and organizational skills.

• Diploma or Bachelor's Degree in Business Administration, Customer Service, Mechanical Engineering, Industrial Engineering, Logistics, or a related field.

• Experience in oilfield services environment and related service operations.

• Minimum 2-4 years of experience in customer service, workshop coordination, field service coordination, or similar operational support roles.

• Experience working with ERP, CRM, or service management systems.

• Strong proficiency in Microsoft Office applications, particularly Excel and Outlook.

• Strong customer-focused mindset with the ability to manage multiple priorities in a fast-paced environment.

• Ability to work effectively with customers, technicians, workshop personnel, and cross-functional teams.

Preferred Qualifications:

• Proven experience in the operation, maintenance, and support of flow iron, HP pumps, pressure pumping systems, and pressure control equipment.

• Experience within Saudi Arabia and/or GCC region.

• Understanding of workshop operations, preventive maintenance programs, and field service processes.

Desired Candidate Profile