Service Manager
Service Operations Management<\/span><\/b><\/h3>Oversee all after\-sales operations including installation, maintenance, and repair of tools and industrial equipment.<\/span>
<\/span><\/p><\/li>Ensure timely resolution of service requests and technical issues to maximize equipment uptime and customer satisfaction.<\/span>
<\/span><\/p><\/li>Establish and monitor service KPIs (response time, first\-time fix rate, customer satisfaction).<\/span>
<\/span><\/p><\/li><\/ul>Team Leadership and Development<\/span><\/b><\/h3>Supervise and guide the service and installation teams, ensuring effective task allocation and performance monitoring.<\/span>
<\/span><\/p><\/li>Provide coaching and technical training to enhance team skills and maintain high service standards.<\/span>
<\/span><\/p><\/li>Foster a culture of accountability, teamwork, and continuous improvement.<\/span>
<\/span><\/p><\/li><\/ul>Customer Relationship Management<\/span><\/b><\/h3>Act as the primary point of contact for key clients regarding service and maintenance agreements.<\/span>
<\/span><\/p><\/li>Ensure clear communication with customers on service schedules, equipment performance, and preventive maintenance plans.<\/span>
<\/span><\/p><\/li>Handle escalated client concerns with professionalism and ensure quick resolution.<\/span>
<\/span><\/p><\/li><\/ul>Technical and Quality Assurance<\/span><\/b><\/h3>Ensure all installations and maintenance activities comply with manufacturer standards and safety regulations.<\/span>
<\/span><\/p><\/li>Supervise the collection and review of operation and maintenance manuals for all equipment.<\/span>
<\/span><\/p><\/li>Conduct regular site audits and follow\-ups to ensure optimal performance of installed systems.<\/span>
<\/span><\/p><\/li><\/ul>Planning and Coordination<\/span><\/b><\/h3>Coordinate closely with the Sales, Procurement, and Warehouse teams to ensure the availability of spare parts and tools.<\/span>
<\/span><\/p><\/li>Plan and manage the preventive maintenance schedule for clients.<\/span>
<\/span><\/p><\/li>Oversee the documentation of service activities, including work orders, service reports, and customer sign\-offs.<\/span>
<\/span><\/p><\/li><\/ul>Reporting and Continuous Improvement<\/span><\/b><\/h3>Analyze service data to identify trends, recurring issues, and areas for improvement.<\/span>
<\/span><\/p><\/li>Develop action plans to enhance service efficiency and reduce downtime.<\/span>
<\/span><\/p><\/li>Prepare monthly performance reports and recommend strategic initiatives to management.<\/span>
<\/span><\/p><\/li><\/ul>
<\/div><\/span>
Requirements<\/h3>Education<\/span><\/b><\/h3>Bachelor\u2019s degree in Mechanical, Electrical, or Industrial Engineering (or a related technical field).<\/span>
<\/span><\/p><\/li><\/ul>Experience<\/span><\/b><\/h3>Minimum 7\u201310 years of experience in after\-sales service management, preferably in industrial or automotive equipment.<\/span>
<\/span><\/p><\/li>Proven track record in managing service teams and technical operations.<\/span>
<\/span><\/p><\/li><\/ul>Technical Skills<\/span><\/b><\/h3>Strong knowledge of installation, operation, and maintenance of mechanical and electrical tools and equipment.<\/span>
<\/span><\/p><\/li>Familiarity with ERP systems (Oracle or SAP preferred) and service management software.<\/span>
<\/span><\/p><\/li>Understanding of warranty processes and service contracts.<\/span>
<\/span><\/p><\/li><\/ul>Management & Coordination Skills<\/span><\/b><\/h3>Excellent leadership, planning, and coordination abilities.<\/span>
<\/span><\/p><\/li>Strong analytical and problem\-solving skills.<\/span>
<\/span><\/p><\/li>Ability to manage multiple projects and teams simultaneously.<\/span>
<\/span><\/p><\/li><\/ul>Personal & Interpersonal Skills<\/span><\/b><\/h3>Excellent communication and client relationship management skills.<\/span>
<\/span><\/p><\/li>High attention to detail and commitment to service excellence.<\/span>
<\/span><\/p><\/li>Proactive, organized, and capable of working under pressure.<\/span>
<\/span><\/p><\/li><\/ul>
<\/div><\/span>
Benefits<\/h3>Why Join SMG?<\/span><\/span>
<\/h3>Legacy,\nLeadership & Vision<\/span><\/span>
<\/h3>- Join a pioneering organization with over five\n decades of excellence in Egypt\u2019s automotive sector. SMG is the sole\n importer of Porsche, Scania, and Harley\-Davidson, a trusted partner to the\n main Aftermarket Spare Parts Wholesale and Retail, and the most reliable\n and business partners of automotive garage tools and equipment.
<\/span><\/span><\/li>- Be part of a forward\-thinking company with a\n diversified investment portfolio and a strong vision for sustainable\n mobility, innovation, and market leadership.
<\/span><\/span><\/li><\/ul>Meaningful & Impactful\nWork<\/span><\/span>
<\/h3>- Contribute to a company that isn\u2019t just selling\n cars, but shaping the future of road safety, customer experience, and\n automotive service standards in Egypt.
<\/span><\/span><\/li>- From premium vehicle brands to aftermarket\n solutions and industrial tools, your work will have an impact across\n multiple industries and thousands of customers.
<\/span><\/span><\/li><\/ul>Growth &\nDevelopment<\/span><\/span>
<\/h3>- SMG empowers its employees with a culture of\n continuous learning, internal mobility, and career progression. With full\n support for both internal and external training, you\u2019ll gain access to\n tools and knowledge that help you thrive as a leader.
<\/span><\/span><\/li>- Whether you\u2019re optimizing operations or leading\n financial strategy, your contribution will drive real results.\n People\-First Culture
<\/span><\/span><\/li>- Work in an inclusive, collaborative environment\n that values expertise, transparency, and trust. At SMG, we encourage open\n communication across all levels\u2014including 24/7 access to HR\n support\u2014because we believe that progress begins with honest conversation.
<\/span><\/span><\/li><\/ul>Competitive\nRewards & Benefits<\/span><\/span>
<\/h3>Enjoy a\ncomprehensive compensation package designed to support you and your family,\nincluding:
<\/span><\/span><\/p>- Medical, social, and life insurance
<\/span><\/span><\/li>- Pension plan
<\/span><\/span><\/li>- Annual salary review and profit\-sharing program
<\/span><\/span><\/li>- Exclusive discounts on service, spare parts, and\n branded items<\/span><\/span>
<\/li>- Fully paid training program<\/span><\/span>
<\/li><\/ul>
<\/div><\/span>
Oversee all after\-sales operations including installation, maintenance, and repair of tools and industrial equipment.<\/span> Ensure timely resolution of service requests and technical issues to maximize equipment uptime and customer satisfaction.<\/span> Establish and monitor service KPIs (response time, first\-time fix rate, customer satisfaction).<\/span> Supervise and guide the service and installation teams, ensuring effective task allocation and performance monitoring.<\/span> Provide coaching and technical training to enhance team skills and maintain high service standards.<\/span> Foster a culture of accountability, teamwork, and continuous improvement.<\/span> Act as the primary point of contact for key clients regarding service and maintenance agreements.<\/span> Ensure clear communication with customers on service schedules, equipment performance, and preventive maintenance plans.<\/span> Handle escalated client concerns with professionalism and ensure quick resolution.<\/span> Ensure all installations and maintenance activities comply with manufacturer standards and safety regulations.<\/span> Supervise the collection and review of operation and maintenance manuals for all equipment.<\/span> Conduct regular site audits and follow\-ups to ensure optimal performance of installed systems.<\/span> Coordinate closely with the Sales, Procurement, and Warehouse teams to ensure the availability of spare parts and tools.<\/span> Plan and manage the preventive maintenance schedule for clients.<\/span> Oversee the documentation of service activities, including work orders, service reports, and customer sign\-offs.<\/span> Analyze service data to identify trends, recurring issues, and areas for improvement.<\/span> Develop action plans to enhance service efficiency and reduce downtime.<\/span> Prepare monthly performance reports and recommend strategic initiatives to management.<\/span> Bachelor\u2019s degree in Mechanical, Electrical, or Industrial Engineering (or a related technical field).<\/span> Minimum 7\u201310 years of experience in after\-sales service management, preferably in industrial or automotive equipment.<\/span> Proven track record in managing service teams and technical operations.<\/span> Strong knowledge of installation, operation, and maintenance of mechanical and electrical tools and equipment.<\/span> Familiarity with ERP systems (Oracle or SAP preferred) and service management software.<\/span> Understanding of warranty processes and service contracts.<\/span> Excellent leadership, planning, and coordination abilities.<\/span> Strong analytical and problem\-solving skills.<\/span> Ability to manage multiple projects and teams simultaneously.<\/span> Excellent communication and client relationship management skills.<\/span> High attention to detail and commitment to service excellence.<\/span> Proactive, organized, and capable of working under pressure.<\/span> Enjoy a\ncomprehensive compensation package designed to support you and your family,\nincluding:
<\/span><\/p><\/li>
<\/span><\/p><\/li>
<\/span><\/p><\/li><\/ul>Team Leadership and Development<\/span><\/b><\/h3>
<\/span><\/p><\/li>
<\/span><\/p><\/li>
<\/span><\/p><\/li><\/ul>Customer Relationship Management<\/span><\/b><\/h3>
<\/span><\/p><\/li>
<\/span><\/p><\/li>
<\/span><\/p><\/li><\/ul>Technical and Quality Assurance<\/span><\/b><\/h3>
<\/span><\/p><\/li>
<\/span><\/p><\/li>
<\/span><\/p><\/li><\/ul>Planning and Coordination<\/span><\/b><\/h3>
<\/span><\/p><\/li>
<\/span><\/p><\/li>
<\/span><\/p><\/li><\/ul>Reporting and Continuous Improvement<\/span><\/b><\/h3>
<\/span><\/p><\/li>
<\/span><\/p><\/li>
<\/span><\/p><\/li><\/ul>
<\/div><\/span>Requirements<\/h3>
Education<\/span><\/b><\/h3>
<\/span><\/p><\/li><\/ul>Experience<\/span><\/b><\/h3>
<\/span><\/p><\/li>
<\/span><\/p><\/li><\/ul>Technical Skills<\/span><\/b><\/h3>
<\/span><\/p><\/li>
<\/span><\/p><\/li>
<\/span><\/p><\/li><\/ul>Management & Coordination Skills<\/span><\/b><\/h3>
<\/span><\/p><\/li>
<\/span><\/p><\/li>
<\/span><\/p><\/li><\/ul>Personal & Interpersonal Skills<\/span><\/b><\/h3>
<\/span><\/p><\/li>
<\/span><\/p><\/li>
<\/span><\/p><\/li><\/ul>
<\/div><\/span>Benefits<\/h3>
Why Join SMG?<\/span><\/span>
<\/h3>Legacy,\nLeadership & Vision<\/span><\/span>
<\/h3>
<\/span><\/span><\/li>
<\/span><\/span><\/li><\/ul>Meaningful & Impactful\nWork<\/span><\/span>
<\/h3>
<\/span><\/span><\/li>
<\/span><\/span><\/li><\/ul>Growth &\nDevelopment<\/span><\/span>
<\/h3>
<\/span><\/span><\/li>
<\/span><\/span><\/li>
<\/span><\/span><\/li><\/ul>Competitive\nRewards & Benefits<\/span><\/span>
<\/h3>
<\/span><\/span><\/p>
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