Job Description
Our Client
Our client is a leading conglomerate in Iraq that has recently secured the representation of a globally renowned construction equipment manufacturer. As the business expands its footprint across Iraq, they are seeking an experienced Service Manager to establish a best-in-class after-sales operation and deliver exceptional customer support.
Role Overview
As Service Manager, you will lead the complete after-sales service function, ensuring customers receive timely, high-quality maintenance and repair support while driving operational excellence and commercial performance. You will oversee workshop and field service operations, develop high-performing technical teams, improve equipment uptime, and strengthen long-term customer relationships through outstanding service delivery.
This is a leadership role that combines technical expertise, operational management, customer engagement, and commercial accountability.
Key Responsibilities
- Lead the end-to-end service operation, including workshop, field service, technical support, and customer service functions
- Ensure timely execution of preventive maintenance, scheduled servicing, breakdown repairs, and emergency support to maximise equipment availability
- Lead, coach, and develop service engineers, technicians, workshop supervisors, and field service teams
- Build and maintain strong relationships with key customers while resolving technical and service-related issues professionally
- Monitor workshop productivity, technician utilisation, turnaround times, first-time fix rates, and overall service quality through defined KPIs
- Collaborate closely with the Parts team to ensure spare parts availability, optimise inventory, and minimise equipment downtime
- Drive after-sales revenue through labour sales, annual maintenance contracts (AMCs), service agreements, repair quotations, and value-added aftermarket solutions
- Manage departmental budgets, profitability, and operating costs while achieving financial targets
- Ensure compliance with OEM service standards, warranty policies, technical procedures, and HSE requirements
- Analyse service performance, prepare management reports, and implement continuous improvement initiatives
Must-Have
- Bachelor’s Degree or Diploma in Mechanical Engineering, Automotive Engineering, Industrial Engineering, or a related technical discipline
- 10–15 years of experience within heavy machinery, construction equipment, mining equipment, industrial equipment, or material handling after-sales service
- Minimum 5 years of leadership experience managing workshops, field service teams, and customer support functions
- Strong technical knowledge of diesel engines, hydraulics, electrical systems, powertrain components, diagnostics, and heavy equipment maintenance
- Proven experience managing service operations for leading OEMs or authorised dealerships
- Strong commercial understanding of service revenue, profitability, budgets, and maintenance contracts
- Experience handling warranty claims, preventive maintenance programmes, and technical troubleshooting
- Excellent leadership, communication, customer relationship, and stakeholder management skills
- Proficiency with ERP systems, service management software, and Microsoft Office applications
Next Steps
Upload your resume via our ATS platform and ensure all form details are complete. Shortlisted candidates will be contacted within 5–7 working days for a more detailed discussion about the role. Please note, due to high application volumes, we will only respond to shortlisted profiles.