Service Area Manager

hace 1 semana

Madrid Centro, Madrid, España Werfenlife SA. A tiempo completo
Job Responsibilities
  • **Represent the Technical Service Department**: Act as a liaison between the technical service team and customers, ensuring seamless communication and issue resolution.
  • **Lead and Manage Customer Complaints**: Oversee the resolution of customer complaints, conducting root cause analysis, and implementing corrective actions to prevent future issues.
  • **Monitor and Escalate Service Calls**: Regularly review open service calls, escalating any situations that do not meet the company's service level goals.
  • **Technical Leadership**: Provide technical guidance and support to Field Service Engineers (FSEs) as needed, ensuring they have the necessary resources to perform their duties effectively.
  • **People Management**: Hire, manage, and coach FSEs in your area, adhering to Werfen's expectations for people managers, including regular team meetings, performance reviews, and individual development programs.
  • **Service Quality Monitoring**: Track and analyze key performance indicators (KPIs) such as response time, solution time, first-time fix rate, data reliability, and quality of incident reports to ensure high-quality service delivery.
  • **Data Accuracy and Consistency**: Ensure the accuracy, timeliness, and consistency of service data from field activities, maintaining a high level of data integrity.
  • **Interdepartmental Coordination**: Foster effective collaboration between the service department, applications, and sales teams to ensure seamless service delivery.
  • **Compliance and Policy Enforcement**: Ensure that service teams adhere to company policies, procedures, and tools, promoting a culture of compliance and accountability.
  • **Continuous Improvement**: Drive a culture of continuous improvement, identifying areas for improvement, proposing solutions, and implementing changes to enhance service quality and efficiency.
  • **Customer Experience Management**: Develop and implement strategies to enhance customer experience, monitoring and addressing customer feedback, and implementing service recovery plans as needed.
  • **Daily Service Oversight**: Provide daily oversight of service levels, review escalated calls, and participate in weekly customer support meetings to ensure timely issue resolution.
  • **Training and Development**: Identify and address training needs of the field service team, ensuring they have the necessary skills to perform their duties effectively.
  • **Technical Trend Identification**: Stay up-to-date with technical trends and advancements in the field, identifying opportunities to improve service delivery and efficiency.

**Requirements:**

  • Minimum 3 years of experience in technical or field service.

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