Service Engineer
Fives Services Gulf is actively seeking a Service Engineer to join our team in Saudi Arabia.
At Fives, we are all driven by a common calling, to prove that industry can do it!
We work together daily to make industry an answer to all of the major technological, environmental, social and economic challenges of our time.
How do we do that?
For over 200 years, we’ve invented and designed solutions and technologies that substantially and sustainably improve everyone’s daily life.
Fives Services Gulf is the Fives service Centre for the Middle East, with a team of 160 people based in Bahrain, UAE and Saudi Arabia, Fives Services Gulf provides local customer service, project execution support and local parts sourcing, in addition to carrying out refit and modernization projects, audits and technical assistance on customer sites. A team is also dedicated to the maintenance of equipment in operation at our customers' plants.
We are committed, fulfilled and give meaning to our mission, which is to work together to develop new solutions for the industry of tomorrow: an industry that respects the environment and helps to make the world a better place.
JOB CONTENT
It is with you, that industry can do it!
ROLE TYPE
Full‑time | On-site/Hybrid | To spend 2-3 weeks per month at MAADEN Ras Alkhair Smelter + 1 -2 weeks at FSG office. (On‑call availability required, including weekends for urgent issues).
JOB PURPOSE
The Service Engineer is the primary technical and commercial point of contact for an assigned portfolio of client (Maaden). To be responsible of owning post sales customer care, deliver responsive technical support, conduct site audits, develop and present technical proposals (including CAD based illustrations), and proactively drive orders for spare parts and service projects. He should keep the Salesforce fully updated and use it as your daily operating system for account health, opportunity management, and reporting. The success will be measured by customer satisfaction, responsiveness, revenue from spares/services, and the quality/accuracy of your documentation and reporting.
KEY ACCOUNTABILITIES & RESPONSIBILITIES:
- Customer Account Management & Satisfaction
- Serve as the single point of contact for assigned account (Maaden) across technical support, service coordination, and commercial follow‑up.
- Maintain regular account health checks and continuous improvement plans.
- Own escalations end‑to‑end; coordinate with BO and FSG engineering, execution, and supply chain to secure swift resolution.
- Technical Support & Weekend/Urgent Response
- Respond to client urgent calls, including weekends and after hours, per the on‑call schedule.
- Perform remote troubleshooting and on‑site visits as necessary, document root cause analysis and corrective actions.
- Ensure adherence to SLAs/response times and communicate status updates clearly to stakeholders.
- Service Audits, Inspections & Compliance
- Conduct site audits (e.g., condition assessments, maintenance evaluations, safety inspections) and prepare detailed audit reports including photos, findings, and prioritized recommendations.
- Track closure of all audit-related actions and verify the effectiveness of implemented improvements.
- Spares & Services Revenue Generation
- Identify, scope, and estimate spare parts, consumables, overhauls, and service projects arising from audits, inspections, or customer requests.
- Coordinate with the spare parts team and the BDM – Services to ensure accurate BOMs, lead times, and pricing.
- Proactively build and maintain a pipeline of service opportunities; follow up regularly to convert proposals into confirmed orders.
- Proposal Development & CAD Demonstrations
- Prepare clear and accurate technical proposals covering scope, methodology, deliverables, assumptions, exclusions, timelines, and commercial terms (as per policy).
- Read and interpret technical drawings and documents (e.g., P&IDs, GA drawings, datasheets, O&M manuals, specifications).
- Use CAD tools (e.g., AutoCAD, SolidWorks, or equivalent) to produce or modify layouts, diagrams, or exploded views to illustrate solutions and installation concepts.
- Salesforce Ownership & Reporting
- Maintain full accuracy of Salesforce entries including contacts, activities, cases/tickets, opportunities, quotes, and account plans.
- Log significant customer interactions within 24 hours; update opportunity stages, probabilities, and close dates promptly.
- Generate weekly account summaries, open action trackers, quote status updates, and forecast reports for management.
- Competitor & Market Intelligence
- Monitor and report client updates, project developments, and competitor activities (pricing, service offerings, product changes, service levels).
- Provide monthly intelligence updates to support pricing strategies, service enhancements, and account planning.
- HSE & Quality
- Follow all FSG and Ma’aden HSE and quality procedures during site visits and service activities.
- Promote best practices and ensure safe working conditions throughout all on-site tasks.
MINIMUM QUALIFICATIONS & EXPERIENCE:
- Bachelor’s degree in Engineering (Preferred Mechanical, Process control & Instrumentation, or Mechatronics). Equivalent technical diploma + strong field experience also considered.
- 3-7+ years in customer-facing technical roles (service engineering, technical support, aftersales, or field engineering).
- Demonstrated experience with:
• Troubleshooting and technical case handling (remote and on-site).
• Preparing technical proposals/quotes and scoping service projects.
• Spare parts identification, BOM interpretation, and lifecycle/reliability concepts.
• Reading and reviewing technical documents/drawings (P&IDs, wiring diagrams, datasheets).
PROFESSIONAL KNOWLEDGE, CERTIFICATION OR MEMBERSHIPs:
Professional Knowledge:
- Technical
• Proficiency with at least one CAD platform (AutoCAD, SolidWorks, or equivalent).
• Competent with MS Office (especially Excel for costing and Word/PowerPoint for proposals).
• Familiarity with maintenance strategies (preventive, predictive), root cause analysis, and reliability basics.
• Comfortable interpreting OEM manuals, standards, and technical specifications. - Commercial & Customer
• Strong customer empathy, active listening, and ability to translate problems into clear technical scopes and solutions.
• Structured proposal writing and clear visualization of solutions using CAD snippets, sketches, or diagrams.
• Negotiation and follow-up discipline to convert quotes to orders. - Process & Systems
• Clear, concise reporting (weekly summaries, audit reports, action trackers).
• Time management under pressure; ability to juggle multiple tickets/projects.
Certifications (preferred but not mandatory):
- Project Management certification or equivalent for service project coordination.
- Sales or Business Development certifications in industrial/technical sectors.
Professional Memberships (an advantage):
- Membership in recognized engineering societies such as ASME, IMechE, or SPE.
- Affiliation with aluminium industry networks such as ICSOBA or TMS.
- Registration as a Chartered/Professional Engineer (or equivalent) where applicable.
SPECIAL REQUIREMENTS:
- Willingness and ability to travel frequently across GCC for site inspections, customer meetings, and technical/commercial discussions.
- Flexibility to work in industrial environments while adhering to HSEQ standards.
- Strong customer orientation with the ability to build trust and credibility in a multicultural environment.
- Capacity to work under pressure with tight deadlines for proposals, negotiations, and project support.
- High level of technical writing and presentation skills to communicate complex services solutions to both technical and non-technical stakeholders.
- Commitment to maintaining confidentiality of customer data and compliance with company ethics and policies.
Why come to Fives?
By becoming part of Fives, you will join an international group offering access to a wide range of growth and mobility opportunities. We provide an environment where you can learn, grow, and develop both professionally and personally.
Industry can do it with you!
Key Benefits:
- Competitive compensation package
- Health and life insurance
- Learning and development opportunities
- Gym reimbursement support
- Work-life balance
- Social events and team activities