Service Manager

Apply before Apr 15 2025 | 10 Days left

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Vacancy Details

Overseeing the service operations of a company to ensure quality customer support and after-sales services
Formulating procedures and policies that define how the service staff can provide quality service, and support to customers
Establishing quality standards for staff to adhere to as part of their daily duties
Managing a team of customer service representatives, technicians and support staff to log, resolve and document issues
Maintaining strong work relationships with suppliers, vendors and manufacturers for defect resolution, repair or replacements
Auditing the work of the service department to identify inefficiencies and devising solutions
Managing the budget related to a company's service department
Collaborating with the information technology (IT) team to automate redundant, time-consuming tasks so that the service staff can focus on improving their interaction with customers and understanding their concerns better
Tracking and monitoring service metrics, such as response time, resolution rate and customer feedback, to identify areas of improvement
Preparing comprehensive reports detailing all the activities of the service department to the senior management
Training service staff on customer service etiquette and the step-by-step process of providing service to clients and customers, from incident logging to resolution

Exceptional problem-solving and decision-making abilities
Ability to manage and motivate a team to work towards a common goal
Working knowledge of the semiconductor industry, including recent trends and developments in the field
Familiarity working with service management software or customer relationship management systems
- Preferred Degree in Business Administration and additional certifications in customer service, project management or related areas
- Strong understanding of customer service principles and practices
- 5+ years as a Automation Service Manager
- Licence code AB (car and motorcycle)