Company Summary:
Since 2002, DVI Solutions has been a leading provider of audio-visual setups to help our clients communicate and collaborate better--whether it's with colleagues across the office, or partners on the other side of the world. We have presence in Singapore, Thailand, Shanghai, Hong Kong, Philippines, Malaysia and Indonesia. Our satisfied clients include corporations, government agencies, schools, retail stores, hotels and many more across Asia.
Job Summary:
The Customer Service Support Manager is responsible for leading and managing the entire customer service support team, including technicians and maintenance engineers, to ensure the delivery of exceptional customer support. This role involves overseeing daily operations, optimizing team performance, managing service quality, and maintaining strong relationships with customers.
Key Responsibilities
Team Management:
- Lead, supervise, and mentor the customer service support team, including technicians and maintenance engineers.
- Develop and implement training programs to enhance team skills and knowledge.
- Conduct performance evaluations, set goals, and provide feedback to team members.
Service Delivery Oversight:
- Ensure timely and effective resolution of customer inquiries, complaints, and service requests.
- Monitor and maintain service level agreements (SLAs) and key performance indicators (KPIs).
- Develop and refine processes to improve service efficiency and quality.
Operational Management:
- Schedule and allocate resources effectively to meet customer needs.
- Coordinate preventive maintenance, repair, and installation schedules for technicians and engineers.
- Ensure the availability of tools, equipment, and spare parts for field operations.
Customer Relations:
- Build and maintain strong relationships with key customers to ensure satisfaction and loyalty.
- Act as an escalation point for complex or critical customer issues.
- Gather and analyze customer feedback to identify improvement opportunities.
Reporting and Analysis:
- Prepare and present regular reports on team performance, customer satisfaction, and operational efficiency.
- Identify trends, bottlenecks, and areas for improvement through data analysis.
Compliance and Safety:
- Ensure all team activities comply with company policies, industry standards, and regulations.
- Promote and enforce safety protocols and practices in all field operations.
Strategic Planning:
- Contribute to the development of customer support strategies aligned with company objectives.
- Identify opportunities for innovation and cost optimization in service delivery.
Qualifications
- 6+ years of experience in technical support or field service environments.
- Strong leadership with experience managing customer service support team
- Experience working on-site with clients
- Excellent communication and interpersonal abilities.
- Proficiency in data analysis and reporting tools.
- Knowledge of industry-specific tools, IT hardware equipment, and technologies
Key Competencies
- Problem-solving and decision-making skills.
- Ability to work under pressure and handle escalations effectively.
- Strong organizational and time-management skills.
- Customer-focused mindset with a passion for service excellence.
DVI Solutions is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status.
