SERVICE MANAGER (ONSITE-MAKATI) | Php 150,000 to Php 180,000 | Experience in Home/Kitchen Appliance or Automotive Industry is a MUST

Full Time
Makati
Posted 12 months ago
Service Manager is responsible for overseeing and managing the activities related to the service and support provided to customers after the sale of a product. Their primary role is to ensure customer satisfaction, maintain high service standards, and optimize the after-sales service operations. Here are some typical duties, responsibilities, and key performance indicators (KPIs) for a GM in the After Sales Service department:
Duties and Responsibilities:
  1. Strategy Development: Develop and implement strategic plans and initiatives for the After Sales Service department in alignment with the overall company goals and objectives.
  2. Team Management: Supervise and lead the after-sales service team, including service technicians, customer support representatives, and administrative staff. Provide guidance, support, and performance evaluations to ensure the team’s effectiveness.
  3. Customer Satisfaction: Ensure a high level of customer satisfaction by monitoring service quality, handling customer complaints, and implementing improvement measures. Establish customer feedback mechanisms and utilize the information to enhance service delivery.
  4. Service Operations Management: Oversee the day-to-day operations of the after-sales service department, including scheduling repairs, coordinating service activities, managing spare parts inventory, and optimizing service processes for efficiency.
  5. Technical Support: Collaborate with technical teams to ensure prompt and effective technical support to customers. Provide guidance on complex service issues and ensure appropriate training is provided to service personnel.
  6. Performance Monitoring: Establish and track key performance indicators (KPIs) to evaluate the department’s performance, such as customer satisfaction ratings, service response time, service revenue, service profitability, and first-time fix rate.
  7. Budgeting and Cost Control: Develop and manage the department’s budget, ensuring cost-effective operations while maintaining service quality standards. Monitor expenses, identify areas for cost reduction, and optimize resource allocation.
  8. Vendor Management: Establish and maintain relationships with external service providers and suppliers. Negotiate contracts, manage service level agreements, and ensure compliance with agreed-upon service standards.
  9. Continuous Improvement: Identify areas for improvement in service delivery, processes, and customer experience. Implement initiatives to enhance operational efficiency, reduce service costs, and increase customer loyalty.
  10. Call Center
Key Performance Indicators (KPIs):
  1. Customer Satisfaction Index (CSI): Measure customer satisfaction through surveys, feedback, and ratings.
  2. Service Response Time: Monitor and aim to reduce the time taken to respond to customer service requests or issues.
  3. First-Time Fix Rate: Measure the percentage of service issues resolved on the first visit or contact with the customer.
  4. Service Revenue and Profitability: Monitor and increase revenue generated from after-sales services while ensuring profitability.
  5. Service Level Agreement (SLA) Compliance: Track adherence to SLAs with customers and external service providers.
  6. Service Cost as a Percentage of Revenue: Monitor and control service costs as a percentage of the total service revenue.
  7. Employee Productivity: Measure the efficiency and productivity of service technicians and staff in terms of completed service requests or repairs per employee.
  8. Spare Parts Management: Monitor and optimize spare parts inventory levels, minimizing stockouts and excess inventory.
  9. Repeat Service Rate: Measure the frequency of customers requiring multiple service visits for the same issue, aiming to reduce repeat service incidents.

Job Features

Job CategoryService

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