Networks and Telecommunications Technician

Talent Acquisition Specialist - Passionate about People and Empathetic Leadership.

A Service Manager is responsible for overseeing and managing the service department within an organization. This role involves ensuring customer satisfaction, optimizing service delivery, managing the service team, and maintaining service standards.

Responsibilities

1. Team Management
   • Supervise, mentor, and train service technicians and support staff.
   • Schedule and assign work to service personnel, ensuring optimal use of resources.
   • Conduct regular performance reviews and provide feedback to team members.
   • Foster a positive and productive work environment.
2. Customer Service
   • Address customer inquiries, complaints, and service requests promptly and professionally.
   • Ensure customer satisfaction by providing high-quality service and resolving issues effectively.
   • Develop and maintain strong relationships with customers.
3. Operations Management
   • Oversee the daily operations of the service department, including workflow management and quality control.
   • Monitor service processes and implement improvements to enhance efficiency and effectiveness.
   • Maintain accurate records of service activities, including work orders, customer interactions, and inventory.
   • Monitor departmental results and main KPIs for all relevant functions and recommend measures if needed.
   • Manage the service department's budget, including labor, parts, and overhead costs.
   • Monitor and analyze financial performance, identifying opportunities for cost reduction and revenue growth.
   • Prepare and present financial and operational reports to senior management.
4. Inventory and Supply Chain
   • Ensure adequate inventory levels of parts and equipment needed for service operations.
   • Work with suppliers to negotiate contracts, prices, and delivery schedules.
   • Track inventory usage and reorder supplies as needed.
   • Identify areas for improvement within the service department and implement initiatives to enhance service quality.
   • Stay updated on industry trends, technologies, and best practices.
   • Arrange training programs for service personnel to improve their skills and knowledge.
   • Liaise with other departments (e.g., purchasing, sales, logistics) to coordinate and prioritize activities.
5. Location / Infrastructure
   • Provide a safe and powerful environment and streamline processes for the best efficiency within the department.
   • Initiate and implement programs in close collaboration with the Head of Safety Sales and Service to improve the utilization of infrastructure and resources within the department and to optimize efficiency.

Qualifications

1. Diploma or higher in Electronic Engineering / Degree in Management or equivalent.
2. 5 years Senior management experience gained in a company with sales and service functions.
3. Strong customer orientation in combination with a proven track record in service management.
4. Must have experience working as a technician either in-field or in a workshop environment.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Service, Engineering, and Management

Industries

Engineering Services, Consumer Services, and Oil, Gas, and Mining