Operations & Admin Lead - Dammam

Join Caterpillar Inc. – Where Your Work Shapes the Future

At Caterpillar Inc., we believe that progress is not just a goal—it’s a commitment to building stronger, more sustainable communities for generations to come. As a global leader in energy and industrial technology, we empower our teams to innovate, solve complex challenges, and deliver solutions that drive efficiency, reliability, and excellence. When you join our organization, you become part of a collaborative culture where collaboration, integrity, and dedication are at the heart of everything we do. Together, we are redefining what’s possible in the energy sector, ensuring that our customers and communities thrive in a rapidly evolving world.

About the Role: Operations & Admin Lead – Dammam

As the Operations & Admin Lead in Dammam, you will serve as the linchpin between our customers, field service teams, and workshop personnel, ensuring seamless coordination of service activities and exceptional customer experiences. This critical role demands a blend of operational expertise, administrative precision, and strong interpersonal skills to manage service requests, work orders, and resource allocation effectively. Your contributions will directly impact our ability to deliver timely, high-quality service solutions while maintaining operational efficiency and customer satisfaction.

Key Responsibilities

• Customer Service & Service Coordination:
  • Act as the primary point of contact for customers, addressing service inquiries, repair requests, and maintenance activities with professionalism and responsiveness.
  • Receive, review, and process customer service requests, ensuring all necessary details are accurately documented and prioritized.
  • Create, manage, and track service work orders within company systems, ensuring timely execution and adherence to agreed timelines.
  • Maintain open and transparent communication with customers regarding service schedules, progress updates, and any changes to delivery timelines.
  • Handle customer concerns and complaints with a solutions-oriented approach, escalating issues when necessary to ensure resolution.
• Workshop & Field Service Support:
  • Coordinate service activities between customers, workshop teams, field service technicians, and internal stakeholders to ensure alignment with operational priorities.
  • Support the scheduling and allocation of resources, including technicians and equipment, to meet customer demands and service level agreements.
  • Monitor work order progress in real-time, proactively following up on outstanding tasks to prevent delays and ensure timely completion.
  • Facilitate site visits, inspections, repairs, and maintenance activities by coordinating logistics, technical teams, and customer expectations.
  • Serve as a liaison between technical teams and customers, providing clear communication on findings, service recommendations, and repair scope approvals.
• Work Order & Documentation Management:
  • Ensure the accurate creation, maintenance, and closure of service work orders, adhering to company standards and compliance requirements.
  • Verify that all service documentation, including technician reports, inspection records, and customer approvals, is completed and recorded accurately.
  • Support service billing processes by ensuring completed work orders, timesheets, and supporting documentation are submitted promptly and in compliance with internal policies.
  • Maintain up-to-date records of customer, equipment, and service history within ERP and service management systems for easy retrieval and analysis.
• Customer Experience & Performance:
  • Proactively monitor customer service requests to identify potential delays, service risks, or opportunities for improvement.
  • Coordinate corrective actions to minimize service disruptions and exceed customer expectations consistently.
  • Support the achievement of key performance indicators (KPIs), including service response time, work order turnaround time, customer satisfaction, first-time completion rates, and service backlog management.
  • Identify and recommend process improvements to enhance operational efficiency, reduce costs, and elevate service quality.

Qualifications & Experience

To excel in this role, you should possess a combination of technical knowledge, administrative acumen, and strong interpersonal skills. Ideal candidates will have:

• A bachelor’s degree in Business Administration, Engineering, or a related field, or equivalent work experience.
• Minimum of 5 years of experience in operations, administrative support, or customer service within the oil and gas, industrial, or manufacturing sectors.
• Proven experience in coordinating field service activities, managing work orders, and maintaining service documentation.
• Familiarity with ERP systems, service management software, and Microsoft Office Suite (Word, Excel, Outlook).
• Exceptional communication skills, both written and verbal, with the ability to liaise effectively with customers, technicians, and internal teams.
• Strong organizational abilities, attention to detail, and the capacity to manage multiple priorities in a fast-paced environment.
• Proficiency in Arabic and English is highly desirable.

Why Join Caterpillar?

As a valued member of our team, you will benefit from a comprehensive compensation package and a supportive work environment designed to foster your professional growth. Our offerings include:

• A competitive monthly base salary ranging from SAR 8,075 to SAR 9,800, commensurate with your experience and qualifications.
• Housing and transportation allowances to support your relocation and daily commute.
• Comprehensive medical insurance coverage to ensure your well-being and peace of mind.
• Group life insurance for added financial security.
• Generous annual leave of 30 calendar days to maintain a healthy work-life balance.
• An end-of-service award to recognize your dedication and contributions.

Located in the vibrant city of Dammam, 2nd Industrial City, this role offers the opportunity to contribute to critical oilfield operations while being part of a dynamic and forward-thinking organization. If you are a motivated professional seeking a challenging and rewarding career in a global industry leader, we invite you to apply and become a driving force behind Caterpillar’s mission to build a better world.