- Collaborate with sales and other departments to ensure alignment with customer service goals.
- Lead, motivate, and manage a team of service technicians and support staff across the region.
- Provide coaching, training, and performance evaluations to ensure team effectiveness.
- Conduct regular meetings to ensure alignment with company goals and customer requirements.
- Develop and implement strategies to improve service delivery, reduce costs, and enhance customer satisfaction.
- Oversee and manage the day-to-day operations of the service teams within the region.
- Setting up and maintaining a service centre and evaluating its efficiency.
- Resolving service desk problems and improving service methods to increase the service desk's productivity and customer service.
- Monitoring department issues and client complaints to create methods to lessen recurring issues.
- Auditing work and customer service to ensure the company's high standards, efficiency, and productivity goals are met.
- Maintaining strong relationships with internal customers, dealers, and sales representatives.
- Maintaining a strong working knowledge of industry regulations, restrictions, and laws, ensuring the company's adherence to these regulations, and remaining current on the industry's standards and new innovations, materials, tools, and processes.
- Manage budgets for service operations, ensuring cost control while maintaining service quality.
- Monitor key performance indicators (KPIs) and service level agreements (SLAs) to assess team and individual performance.
- Handle escalated customer complaints and resolve issues quickly and efficiently.
Skills:
- Strong leadership and team management abilities.
- Excellent communication and interpersonal skills.
- Problem-solving and conflict resolution skills.
- Ability to manage multiple projects simultaneously.
- Strong organizational and time-management skills.
- Proficient in using service management software and CRM systems
Employment Type: Full Time, Permanent
Read full job description