Job Summary:
We are looking for a detail-oriented and customer-focused service manager to manage our service department and handle customer service interactions, reports, and repairs. The service manager's responsibilities include repair and calibration of our market leading visual and infrared camera equipment as well as detection and metrology devices. Further the Service Manager will be providing the highest level of customer service and developing lasting customer relationships through outstanding customer centricity. The service manager maintains a strong working knowledge of all industry standards and practices as well as the company's products and services.
To be successful as a service manager, you should display a strong technical hands-on mentality as well as outstanding cross-functional collaboration skills across all hierarchy levels. You should also have the ability to develop and maintain strong, positive relationships with customers and third-party vendors.
Primary Duties & Responsibilities:
· Repair and maintenance as well as calibration of customer cameras and other instrumentation
· Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers.
· Assisting with or performing administrative tasks, such as managing and updating invoices, processing new orders, and tracking inventory.
· Setting up and maintaining a service desk and evaluating its efficiency.
· Resolving service desk problems and improving service methods to increase the service desk's productivity and customer service.
· Monitoring department issues and client complaints to create methods to lessen recurring issues.
· Auditing work and customer service to ensure the company's high standards, efficiency, and productivity goals are met.
· Maintaining strong relationships with manufacturers, dealers, and sales representatives
· Helping to train new employees in company procedures.
· Maintaining a strong working knowledge of industry regulations, restrictions, and laws, ensuring the company's adherence to these regulations, and remaining current on the industry's standards and new innovations, materials, tools, and processes
Job Qualifications:
· Technical Education and experience in repair of hi-tech equipment or related field.
· Ability to set up and manage service center.
· Strong industry knowledge.
· Excellent communication and customer service skills.
· Computer literacy and good organizational skills.
· Strong creative thinking and problem-solving skills.
· The ability to work under pressure and handle stress.
· English is mandatory, any other Asian language will be an asset.