Job Description:
Position Summary
The Service Manager bridges the gap between clients and internal service engineers, ensuring swift
resolution of technical issues and maintaining client satisfaction. Strong communication and
coordination skills are essential for success in this role.
Roles and Responsibilities
• Client Communication: Serve as the main point of contact for client inquiries, ensuring timely and professional
responses to their concerns. Maintain strong client relationships through effective communication.
• Service Engineer Coordination: Collaborate with internal technical, operations, sales teams, and service
engineers, to efficiently assign personnel based on client needs, location, and expertise. Ensure timely
resolution of service requests within agreed-upon SLAs by coordinating effectively with all stakeholders.
• Communication Facilitation: Act as a liaison between clients and service engineers, conveying information
accurately. Provide ongoing support to both parties throughout the service process.
• Timely Service Delivery: Monitor service progress to ensure tasks are completed on time and SLAs are met.
Proactively address any issues or delays.
• International Client Management: Handle international client calls with professionalism and cultural sensitivity.
Adapt communication to meet diverse client needs.
• Problem Resolution: Address client issues promptly and effectively, maintaining service quality standards.
• Documentation and Reporting: Maintain accurate records of service requests and outcomes. Generate reports
to track performance and identify areas for improvement.
• Team Management and Development: Responsible for managing the service team, including grooming and
training them to ensure continuous growth and development. Implement strategies to foster a culture of
excellence and accountability within the department.
Must-Have:
• Excellent verbal and written communication skills, adept at explaining
technical concepts clearly.
• Strong interpersonal skills, able to connect with diverse clients and
team members.
• Previous customer service experience, ideally in a technical or
engineering field.
• Ability to multitask and prioritize in a fast-paced environment.
• Familiarity with international business practices and cultural differences.
• Proficiency in communication, task management, and reporting process.
