KSA Country Field Service Lead

Location: Otis Elevator Company Saudi Arabia Ltd, 11th Floor, Tower B, Zahran Business Center, Prince Sultan Street, Salamah District, Jeddah, Saudi Arabia

Remote Type: On-Site

Time Type: Full time

Job Description

Date Posted:

Country:

Location:

Role Overview

The Country Field Service Lead is responsible for overseeing and driving the performance of Field Operations within the country. This role ensures the effective coordination of escalations, technical support, field transformation initiatives, and operational excellence across all branches. The position requires strong leadership, a deep technical background, and the ability to collaborate with multiple regional stakeholders to achieve service, quality, safety, and financial targets.

Key Responsibilities

1. Escalation Management & Technical Support

- Define, implement, and communicate Escalation Management and Technical Support processes across all branches.

- Establish and lead the Service Operation Center (SOC) structure within each country to ensure proper escalation coordination.

- Provide timely support to stakeholders involved in escalations, ensuring rapid issue resolution and effective communication.

2. Field Engineering Team Leadership

- Create and lead the Field Engineers (FE) team in each country, raising the technical competence and skills of technicians and supervisors.

- Ensure proper communication of internal career paths for all direct field employees.

- Develop and deploy a performance measurement plan for Field Engineers in alignment with the ME Field Transformation Leader.

3. Field Service Performance Management

- Oversee and improve the performance of the supervisors' team at country level.

- Lead the monthly Service Supervisors Meeting for each branch.

- Ensure achievement of key operational and financial KPIs, including:

  • T Sales Performance and country-level backlog control.

  • O Margin achievement, including productive hours and material consumption control.

  • CR and Rebel units target achievement.

4. Support to Regional Leaders

- Assist the ME Field Enable Leader in preparing Production Plans for the country and each branch.

- Support the ME Field Training Leader in building and deploying the annual Training Plan for technicians, FEs, and supervisors.

- Collaborate with the ME Spare Parts Leader and Supply Chain team to prepare accurate Demand Planning.

- Support country-level route optimization initiatives with the ME Field Enable Leader.

- Work jointly with the ME Quality Lead and Safety Leaders to ensure field targets are met according to company Quality and Safety standards.

Minimum Qualifications

- Bachelor’s Degree in Engineering (Electrical, Mechanical, Industrial, or related field). Mandatory.

- Fluent English (spoken and written). Mandatory.

- Minimum 7–10 years of experience in Field Operations, Technical Support, Maintenance Services, or related areas.

- Proven leadership experience managing technical teams or field service teams.

- Strong communication, analytical, and problem-solving skills.

- Ability to work cross-functionally and coordinate multiple stakeholders.

If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day. 

Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2.4 billion people every day and maintain approximately 2.4 million customer units worldwide, the industry's largest Service portfolio.  

You may recognize our products in some of the world’s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 72,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company.  

When you join Otis, you become part of an innovative global industry leader with a resilient business model. You’ll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you’ll gain working alongside the best and brightest, keep us connected and on the cutting edge.  

We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs.   

Today, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do.  We are guided by our values that we call our Three Absolutes – prioritizing Safety, Ethics, Quality in all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis click here.  

Become a part of the Otis team and help us #Buildwhatsnext! 

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