Service Manager

About the Role

We are collaborating with a global frontrunner in intralogistics and warehouse automation solutions to recruit a seasoned Service Manager. This globally recognized organization excels in delivering cutting-edge storage, material handling, warehouse automation, and supply chain solutions to diverse industries worldwide. With decades of expertise and a robust global footprint, the company is dedicated to operational excellence, customer satisfaction, and ongoing innovation. This role is ideal for a customer-oriented leader passionate about service operations, team development, and business growth.

Key Responsibilities

• Lead initiatives to drive growth and profitability in the Customer Services segment.
• Identify promising talents and consistently provide mentorship, coaching, and development opportunities.
• Manage overall sales and profitability of the Customer Service business within the country, demonstrating strong financial insight.
• Achieve or surpass monthly and annual sales and earnings before tax (EBT) targets through strategic service sales planning and execution.
• Take proactive responsibility for all customer service enquiries and orders to optimize revenue generation.
• Collaborate closely with the SE&MEA Customer Service Business Unit to foster growth and enhance operational efficiency throughout the region.
• Implement global and regional sales and operational strategies to elevate service performance.
• Maintain exceptional contract and SLA retention rates by consistently delivering high-quality service.
• Apply technical and leadership expertise to train, guide, and inspire the service team for peak performance.
• Cultivate trust and enduring relationships via active and regular engagement with customers.
• Manage customer interactions across all Business Units and service lines to ensure seamless operations.
• Ensure comprehensive adoption and effective use of global platforms such as CMMS, RPT, Salesforce, SharePoint, and GPR.
• Serve as the primary escalation contact, coordinating with SSI and customer organizations to resolve issues.
• Enhance technical skills and soft skills like communication and customer service within the field service team.
• Maximize field service team utilization rates to boost efficiency and productivity.
• Promote a strong Health, Safety, and Environment (HSE) culture, ensuring strict compliance with all safety standards and metrics.

Required Qualifications and Experience

• Strong motivation with a customer-first approach to drive service business success.
• In-depth understanding of customer service principles, budget oversight, and service industry norms.
• Excellent customer service abilities, capable of listening to customer concerns and effectively addressing their needs.
• Proven leadership, communication, and interpersonal skills to engage effectively with internal teams and external clients across all levels.
• Familiarity with key service performance indicators (KPIs) relevant to customer service operations.

Education

Diploma or Degree in Engineering, with a minimum of 5 years' experience in a managerial role.