Service Operation Manager

1 week ago


กรงเทพมหานคร, Thailand Criterion Asia Recruitment (Thailand) Co., Ltd. Full time

**Responsibilities**:

- Develop and implement service strategies, policies, and procedures to ensure efficient and effective service delivery across all locations in Indonesia.
- Lead and manage a team of service technicians and support staff, providing guidance, coaching, and performance feedback to ensure high-quality service delivery and customer satisfaction.
- Establish and monitor service performance metrics, including response times, resolution rates, and customer satisfaction scores, and implement corrective actions as needed.
- Collaborate with sales and marketing teams to develop service offerings, service contracts, and maintenance programs that meet customer needs and drive revenue growth.
- Ensure adherence to service standards, processes, and compliance requirements, including safety regulations and quality standards.
- Foster a customer-centric culture within the service team, emphasizing proactive communication, responsiveness, and a commitment to exceeding customer expectations.
- Develop and manage service budgets, forecasts, and resource allocation to optimize operational efficiency and cost-effectiveness.
- Conduct regular service reviews and meetings with key stakeholders to address service performance, customer feedback, and improvement opportunities.
- Collaborate with suppliers and vendors to ensure timely availability of spare parts, equipment, and resources required for service operations.
- Stay up to date with industry trends, technological advancements, and best practices in service management, incorporating relevant insights into service strategies and operations.

**Qualifications**:

- Bachelor's degree in engineering, business administration, or a related field. A master's degree is preferred.
- Proven experience (8+ years) in service operations management, preferably within the relevant industry.
- Strong operational and technical knowledge, with a solid understanding of service processes, equipment, and maintenance practices.
- Excellent leadership and people management skills, with the ability to inspire and motivate a diverse team.
- Strong customer focus, with a track record of driving customer satisfaction and loyalty.
- Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
- Excellent communication and interpersonal skills, with the ability to build relationships and collaborate with cross-functional teams.
- Strong problem-solving and decision-making abilities, with the capacity to manage and resolve service-related issues effectively.
- Ability to work independently, prioritize tasks, and manage multiple projects simultaneously.
- Proficiency in both written and spoken English and Indonesian languages.



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