Operations & Admin Lead - Dammam

Career Area: Product Support Job Description: Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other.  We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it. Monthly Base Salary: SAR 8,075 - SAR 9,800 (depending on experience) Benefits: Housing / Transportation allowance, medical insurance, Group Life insurance, 30 calendar days annual leave, end of service award Location: Dammam 2nd Industrial City (Eastern Region) About SPM: SPM Oil & Gas is developing in-Kingdom workshop capability to support flow iron, treating iron, and well service equipment used in critical oilfield operations. We are looking for multi-skilled, mechanically minded Workshop & Field Technicians who want to build long-term careers with a global energy technology leader.

The Operations & Admin Lead serves as the primary point of contact for customers requiring field service and workshop support within Saudi Arabia. The role is responsible for coordinating service activities, managing work orders, scheduling resources, monitoring service progress, and ensuring timely communication between customers, field service teams, workshop personnel, and internal stakeholders. The position plays a critical role in delivering a high level of customer service experience while supporting operational efficiency and service performance objectives.

Customer Service & Service Coordination • Act as the primary customer contact for service-related inquiries, repair requests, maintenance activities, and service status updates. • Receive, review, and process customer service requests, ensuring all required information is accurately documented. • Create and manage service work orders within company systems and ensure timely execution. • Maintain regular communication with customers regarding service schedules, repair progress, estimated completion dates, and any changes to agreed timelines. • Ensure customer concerns and complaints are handled professionally and escalated appropriately when required. Workshop & Field Service Support • Coordinate service activities between customers, workshop personnel, field service technicians, and service supervisors. • Support the scheduling and allocation of field service technicians and workshop resources to meet customer requirements and operational priorities. • Monitor work order progress and actively follow up on outstanding activities to ensure timely completion. • Coordinate service appointments, site visits, inspections, repairs, maintenance activities, and equipment deliveries or collections where applicable. • Facilitate communication between technical teams and customers regarding technical findings, service recommendations, and repair scope approvals. Work Order & Documentation Management • Ensure accurate creation, maintenance, and closure of service work orders. • Verify service documentation, technician reports, inspection records, and customer approvals are completed and recorded accurately. • Support service billing processes by ensuring completed work orders, timesheets, and supporting documentation are submitted in a timely manner. • Maintain accurate customer, equipment, and service history records within ERP and service management systems. Customer Experience & Performance • Proactively monitor customer service requests and identify potential delays or service risks. • Coordinate corrective actions to minimize service disruptions and meet customer expectations. • Support achievement of KPIs, including service response time, work order turnaround time, customer satisfaction,