Service Manager

Company Info

Our partner, a leading force in the power industry worldwide, operates through various business divisions focused on creating, producing, delivering, and maintaining a diverse range of power solutions. With a robust presence and logistics reach spanning throughout the Middle East, our partner is armed with an extensive array of cutting-edge technologies, ready to address each customer's distinct requirements. From engines to generator sets, comprehensive parts, and services, we provide innovative solutions tailored to our clients' needs.

Key Responsibilities

• Leadership: Oversee Service Technicians and/or Service Team Leaders; coordinate Technician schedules and communicate repair plans aligned with customer quotes.
• Technical Support: Provide initial assistance to Service Technicians; escalate technical support needs when necessary.
• Logistics Management: Manage service logistics, ensuring safety, quality, and efficiency in material, equipment, and employee utilization.
• Customer Communication: Review quotes for accuracy prior to customer communication; communicate repair status updates and any changes to plans or schedules. Ensuring customer satisfaction.
• Continuous Improvement: Participate in continuous improvement initiatives, adjusting processes to meet evolving customer expectations and organizational objectives.
• Issue Resolution: Track open repairs, addressing issues affecting completion within quoted timeframes.

Qualifications and Competencies

• Diagnostic Application: Interpret customer complaints to develop troubleshooting plans; diagnose issues using guided workflows, procedures, and specialized equipment; document troubleshooting outcomes.
• Technical Escalation: Gather product technical information and escalate issues as needed; document troubleshooting steps for seamless ticket resolution.
• Service Documentation: Generate and verify customer, equipment, and technical information; record necessary details in service management systems.
• Electronic Service Tool Development: Understand electronic troubleshooting tools and create test plans to validate tools.
• Leadership Skills: Ensure accountability, communicate effectively, manage conflict, and demonstrate customer focus; direct work and apply financial acumen to make sound business decisions.