Lead - Service Management

Microland Limited is looking for Lead - Service Management to join our dynamic team and embark on a rewarding career journey. Team Management : Oversee a team of service technicians, coordinators, and support staff. Provide leadership, guidance, and mentorship to ensure efficient and effective service operations. Set performance expectations, conduct regular performance evaluations, and provide feedback to team members. Service Delivery : Ensure the timely and successful delivery of services to customers. Coordinate service requests, assign tasks to technicians, and monitor progress to ensure customer satisfaction and adherence to service level agreements (SLAs). Customer Relationship Management : Build and maintain strong relationships with customers by understanding their needs, addressing concerns, and ensuring exceptional service delivery. Act as a point of contact for escalated customer issues and work towards resolution. Service Planning and Scheduling : Plan and schedule service activities, including preventive maintenance, repairs, and installations. Coordinate with customers, technicians, and suppliers to optimize service delivery and minimize downtime. Resource Allocation and Inventory Management : Allocate resources, including technicians, equipment, and parts, to ensure efficient service operations. Manage inventory levels, order parts and supplies as needed, and maintain accurate records of stock and usage. Quality Assurance : Monitor service quality and ensure adherence to established standards and procedures. Implement continuous improvement initiatives to enhance service delivery, efficiency, and customer satisfaction. Conduct regular audits or inspections to identify areas for improvement. Financial Management : Manage service budgets, monitor expenses, and implement cost control measures. Analyze financial data, such as service revenue, profitability, and expenses, to identify opportunities for revenue growth and operational efficiency. Training and Development : Develop and deliver training programs to enhance the technical skills and knowledge of service technicians. Stay updated with industry trends, new technologies, and best practices in service management. Provide coaching and professional development opportunities to team members. Safety and Compliance : Ensure compliance with safety regulations and company policies. Promote a culture of safety and ensure that service technicians adhere to safety guidelines and use appropriate personal protective equipment (PPE) when performing their duties. Reporting and Documentation : Prepare and present service performance reports, including key performance indicators (KPIs), customer satisfaction metrics, and financial performance. Maintain accurate documentation of service activities, customer interactions, and equipment service histories.