Oversee the company's service department, leading staff, managing operations, and ensuring high customer satisfaction by setting standards, resolving escalated issues, handling budgets, training employees, and analyzing performance metrics to improve service delivery, acting as the crucial link between the company and its clients. They are responsible for daily workflows, team development, policy implementation, and maintaining strong customer and supplier relationships to ensure efficient, quality service.
Key Responsibilities:
Team Leadership: Hiring, training, scheduling, performance management, and motivating service staff (technicians, representatives).
Customer Relations: Serving as the point person for complex issues, handling complaints, and building lasting client relationships.
Operations Management: Overseeing daily service activities, project progress, workflows, inventory, and ensuring compliance with standards.
Strategy & Improvement: Developing service policies, analyzing metrics (resolution time, feedback), and implementing strategies to enhance service quality and efficiency.
Administrative Duties: Managing invoices, processing orders, tracking KPIs, and reporting to senior management.
Essential Skills:
Strong leadership, communication, and interpersonal skills.
Problem-solving and decision-making abilities.
Customer-centric mindset.
Knowledge of industry standards and regulations.