Purpose of the Job:
- The service manager will implement a service strategy agreed with senior management to enhance the value of company products in the market offering. He will be responsible for the management of the service network that will create differentiation in service delivery.
Main responsibilities:
- Competitor benchmark and creation of a service strategy for company brand in the region
- Coordinating with regional distributors and their call centers to track the KPIs and conducting happy calls to check customer satisfaction
- Monitoring the spare parts activities, improving supply lead time of spare parts and executing feasibility study of regional central spares warehouse
- To conduct all regional technical and behavioral trainings to service technicians and call center agents
- Cooperating with distributors to find highly competent regional service points to perform in-warranty service activities
- Coordinating the contracts with service points that are including performance criteria
- Implementation of lean service software for management of all service transactions
- Reporting of periodic quality data for factories
- Continuous auditing of the service network in the region
- Finding service differentiation ideas and implementing feasible options
- Quarterly reporting of after sales KPI’s to management
Education: Graduate level in Engineering
Experience: Minimum 5 years’ experience in a management role for similar industry service operations
Skills:
- Comprehensive knowledge on consumer law
- Experience in contract management
- Quick adaptation to multinational environment
- Effective presentation skills
- Excellent IT skills (Excel, Access, Powerpoint)-SAP experience will be a plus
- Fluency in English and Russian, oral and written
P.s: Salary will be defined during the interview.
Suitable candidates should send their CVs with the name of the position “Service Manager” in the subject line to email address: [email protected]
