Service Maintenance Manager

EPTA GROUP


Date: 2 weeks ago
City: Jeddah
Contract type: Full time

As part of Epta’s strategic expansion in the Middle East and beyond, we are reinforcing our commitment to delivering exceptional service across the region. The Service Maintenance Manager – After Sales will play a pivotal role in scaling our service operations, enhancing customer experience, and driving technical excellence in line with our global standards. This role is going to be a critical addition to support our growth trajectory as we deepen our regional presence and elevate the quality and consistency of our after-sales support, and will be Reporting to Country After Sales Manager – Epta Middle East


Join the EPTA Family

Becoming part of Epta means more than just taking a new role — it’s about stepping into a forward-thinking, purpose-driven environment where innovation meets sustainability, and people are at the heart of everything we do.

As a global leader in commercial refrigeration, we offer access to the latest technologies, a diverse and inclusive culture, and clearly defined opportunities for professional development. You'll be empowered to make a real impact in a business that is scaling fast, investing in people, and committed to building a more sustainable future through intelligent, responsible service.


What We Offer

  • Growth opportunities in an international, technology-driven environment.
  • Dynamic work culture with high autonomy and visibility.
  • Continuous professional training and engagement in innovative projects.
  • Multicultural team environment
  • Competitive salary and benefits package.


Responsibilities:

Service Operations & Customer Support

  • Coordinate the technical team (regional supervisors, technicians, subcontractors) on after-sales service activities, including maintenance, repairs, and troubleshooting.
  • Supervise preventive and corrective maintenance activities under active contracts.
  • Provide technical support to service supervisors and technicians.
  • Facilitate smooth project-to-service handovers, ensuring store readiness.
  • Conduct root cause analysis of major issues and provide clear feedback to clients.
  • Ensure customer issues are resolved efficiently, maintaining high service quality.
  • Act as the technical point of contact for key customers, supporting the Sales team and participating in meetings to assess performance and develop improvement plans.

Commissioning Management

  • Lead and develop a team of commissioning technicians and service engineers.
  • Oversee the planning, execution, and completion of commissioning projects.
  • Ensure full compliance with technical specifications, safety regulations, and quality standards.

Process Optimization & Performance Monitoring

  • Implement and enhance reporting tools to monitor service operations, analyze costs (materials, labor, subcontracting), and recommend cost-saving actions through best practices that improve efficiency and quality.
  • Monitor installation and service KPIs to drive continuous improvement, in close coordination with the Operations Manager.
  • Address urgent or recurring service issues, analyze FSM reports to identify trends, and support sales with actionable insights.

Team Leadership & Workforce Management

  • Promote the adoption of digital tools such as remote monitoring and Field Service Management (FSM) systems.
  • Deliver technical training programs focused on safety, compliance (e.g., FGAS, EHS), and technical excellence.
  • Support recruitment by identifying workforce needs, scouting qualified technicians, and participating in interviews and assessments.
  • Coordinate onboarding and induction training for new technicians, focusing on safety and familiarity with Epta systems.
  • Conduct training programs to ensure the team is up-to-date on technical skills and safety protocols.

External Contractors

  • Identify, negotiate, and manage external service providers across regions (e.g., Bahrain, KSA).
  • Monitor subcontractor performance using KPIs to ensure compliance with Epta standards.

Materials & Asset Management

  • Align back office and service supervisors on materials, service scope, and asset management in line with contractual requirements.
  • Define minimum spare parts stock levels based on asset distribution and FSM consumption reports.
  • Support supervisors and procurement in identifying alternative parts to reduce lead times.

Compliance & Risk Management

  • Ensure adherence to safety, environmental, and regulatory requirements.
  • Identify and mitigate operational risks related to installation and service activities.


Education & Experience:

  • Technical diploma or Engineering degree.
  • Minimum 5 years’ experience in a similar role, ideally within multinational environments in Commercial Refrigeration for Retail or HVAC/R sectors.

Technical Skills

  • Strong knowledge of commercial refrigeration systems and industry regulations (R404A, R448A, CO₂ systems, FGAS, Health & Safety standards, etc.).
  • Experience with SAP, Salesforce FSM, MS365, or similar remote monitoring systems.
  • Strong understanding of electrical and control systems.

Soft Skills

  • Proven leadership managing multicultural technical teams.
  • Customer-focused approach with strong communication abilities.
  • Excellent problem-solving skills, detail-oriented, and ability to handle pressure.
  • Fluent in English (Arabic is a plus).
  • Travel Required.

Work Location: Dubai or Jeddah

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