Service Manager

面议
经验要求 3-5年| 本科| 北京| 关注人数 58

职位描述
JOB SUMMARY

The Service Operations Manager provides leadership and supervision of personnel in the repair, calibration and field service organizations in their region. Responsibilities include monitoring customer requirements for technical service and support and ensuring that resources are effectively coordinated to produce a high level of customer satisfaction.


JOB RESPONSIBILITIES


Staff Supervision
- Coordinate work assignments of service staff and resolve scheduling conflicts
- Disseminate information to the service staff and maintain intradepartmental communication through written correspondence and regular meetings
- Ensure compliance of service staff with safety and performance standards, company and department policies, and business objectives

Staff Development
- Develop service quality standards, skills certification criteria, performance objectives and metrics related to service
- Monitor staff performance and initiate corrective action to resolve performance deficiencies through coaching, training, motivating, and disciplining
- Travel with field service representatives on a periodic basis to evaluate and improve performance

Customer Satisfaction
- Solicit customer feedback on TSI service performance through regular telephone interviews, e-mail correspondence and customer site visits
- Evaluate service requirements of the installed base and maintain proper resource allocation to ensure satisfactory customer response

Record Keeping/Reporting
- Maintain complete and accurate records of service activities
- Analyze service performance data and produce status and summary reports as required

Process Development, Implementation, and Compliance
- Establish policies and procedures for producing effective service response and problem resolution
- Develop training programs and provide direction to service staff to ensure complete implementation and compliance with department processes
- Provide leadership in the development, implementation, and maintenance of CRM and service management software tools

Business Objectives
- Assist in developing, marketing, and delivering service offerings
- Assist other TSI managers in achieving business objectives related to customer service
- Offer formal proposals and recommendations for new or innovative service delivery techniques and service business opportunities


Complete other assignments and special projects as requested.


SUPERVISORY RESPONSIBILITIES

The Service Operations Manager is responsible for managing personnel in an assigned area of operations.

1. Oversee hiring and termination decisions for the group.
2. Interview applicants and make hiring decisions for new staff as needed.
3. Lead, coach and support department staff members.
4. Conduct performance reviews, provide feedback and make recommendations regarding compensation, promotion, training, discipline and termination of subordinates.


JOB REQUIREMENTS


Education
 Required
4-year degree in engineering or management, or equivalent work experience and training.

 Desired
BA/BS degree preferred

Experience

 Required
Minimum of 5 years’ experience managing engineers, technicians and assemblers in a manufacturing or service repair and calibration environment

 Desired
Familiarity with research, analytical or test and measurement instrumentation
Experience with SAP CRM implementation and application
Knowledge of lean/six-sigma principles

Core Competencies:
 Developing talent
 Acting as a champion for change
 Driving for results
 Making accurate judgments and decisions
 Managing resources

EQUIPMENT TO BE USED

Must be able to
 Use standard office equipment such as copier, fax, telephone, etc.
 Operate computer and other electronic equipment

MENTAL, PHYSICAL and SENSORY DEMANDS

1. Mental Effort
 High level of concentration required to listen to customer problems and provide solutions
 Regularly required to acquire and analyze data and create methodologies to resolve problems, make effective decisions and manage resources

2. Physical Requirements
 Sits for extended periods of time
 Stands and walks/moves to different locations as needed
 Able to lift at least 50lbs.

WORK ENVIRONMENT

Work is typically performed 90% of the time in a production and service environment. Air quality and noise levels are within normal limits. 10% of the time may be spent accompanying service and sales personnel to customer sites or attending conferences. May be required to work more hours than normally expected during a regular workweek depending on workload and deadline requirements.
安全提示: 严禁招聘者做出任何损害求职者合法权益的违法违规行为,包括但不限于扣押求职者证照、索要求职者财物、诱导求职者异地入职、异地参加培训、违法违规使用求职者简历等,一经发现, 立即举报
工作地点
北京海淀区中关村南大街甲12号寰太大厦1201室
公司信息

科学仪器类

20-49人 | 北京
公司介绍

TSI公司是一家设计并制造流体测量、环境颗粒物及其它环境参数实时监测等高精密仪器的跨国公司,产品涉及基础研究、环境监测、劳动保护、生物医药及工业生产等诸多领域,能满足工业、政府部门、大学及研究机构等不同层次的需求。 TSI公司自1961年开始提供流体测量设备,发展到现在,从最初的热线热膜风速仪(HWA),到现在的粒子图像测速仪(PIV)、激光诱导荧光系统(PLIF)、激光多普勒测速仪(LDV)及相位多普勒颗粒分析仪(PDPA),一直在是世界流动测量技术的革新者,也是各大学、研究机关的首选。 TSI公司自1967年在美国明尼苏达大学颗粒技术实验室配合下生产全世界第一台3000型气溶胶分析仪以来,陆续推出了一系列气溶胶分析仪,其中许多都是与世界著名的气溶胶科学家一同开发并由TSI公司独家生产的。TSI公司气溶胶分析仪器主要有:气溶胶粒径分布谱仪、气溶胶粒子计数器、气溶胶发生器、气溶胶飞行时间质谱仪、气溶胶浊度仪、滤材及防护面具效率测试系统等,产品覆盖了0.003微米-20微米粒径范围内的纳米颗粒、亚微米及微米颗粒、超微米粉尘等。可以说TSI公司能够为气溶胶的基础及应用研究提供最全面的粒子仪器产品大家族。 在室内空气品质、通风测量等方面,TSI也有悠久的历史,TSI公司出品的便携式室内空气参数测试仪器、便携式粉尘仪、质量流量计等,都在国际上享有盛誉。 有关产品详情,请咨询TSI北京代表处或登陆TSI官方网站:www.tsi.com

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公司地址

北京市海淀区中关村南大街甲12号寰太大厦1201

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