The primary function of a Service Operations Manager is to deliver high-quality customer service. This individual will be responsible for managing and continuously improving the after-sales service, tracking measurable performance improvements.
Key Responsibilities:
* Develop departmental objectives and regularly monitor progress.
* Select and oversee repair subcontractors, defining SLAs and coordinating their activities.
* Collaborate with Engineering and subcontractors to specify fitting kits for new machinery.
* Maintain strong customer relationships, capturing feedback and escalating issues when necessary.
* Establish and implement service-level agreements for dealers.
* Manage the production and supply of legacy replacement parts, ensuring effective communication around lead times and delivery.
* Keep an up-to-date customer pricing guide to provide accurate and timely repair quotations.
* Liaise with customers regarding machine breakdowns and spare parts, preparing tailored spare parts lists for dealers.
* Conduct and report on monthly warranty analysis.
* Investigate warranty claims to identify recurring issues and present findings to senior management.
* Escalate non-conformance issues to the Quality Manager and support product quality improvements.
This organization offers a supportive work environment. The successful candidate will have proven experience in a similar service operations or after-sales management role and will possess excellent leadership and communication skills.