Company & Job Description Service Operations Manager (Manufacturing), Biñan, Laguna, Philippines
* Executive search firm Monroe Consulting Group is recruiting on behalf of a world-leading provider of industrial productivity solutions. We are looking for a Service Operations Manager. The role will be responsible for the entire CT Service Operations within the organization. He /She shall strategize, plan, organize, implement, coordinate and follow-up all activities required to run an effective and efficient service operation towards the achievement of pre-defined goals and targets. In this function, he/she will report to the CTS Business Line Manager. The work will office-based in Binan, Laguna from Mondays-Fridays, 8am-5pm.
Job Summary:
* Service Operations Manager will be responsible for the entire CT Service Operations within the organization. He /She shall strategize, plan, organize, implement, coordinate and follow-up all activities required to run an effective and efficient service operation towards the achievement of pre-defined goals and targets.
Key job responsibilities include:
Products and Processes
(a) Ensure the efficient arrangement of technicians' daily assignment in
meeting the customer service requirement
(b) Execute/Implement Service Contract and related services
to the customers
(c) Monitor and execute the 24 hours customer-care system
(d) Monitor and control Work-In-Progress (WIP) to a minimum and ensure the timely and proper close-out of all service jobs
(e) Maintain relevant records and report on regular intervals on service
operations performance
(f) Responsible for the establishment and implementation of all quality
procedures related to service operation.
(g) To reinforce strength and improve weakness in the workflow chain
Customer Satisfaction
(a) To resolve customer disputes with regards to all service deliverables and
their performance
(b) Coordinate with Technical Manager to evaluate customer feedback and take corrective actions when required
Workshop Management
(a) Organize, supervise, and maintain discipline over all workshop activities
and ensure good housekeeping throughout the workshop and its vicinity.
(b) Implement good maintenance intervention and upkeep service vehicle
cleanliness always
(c) Ensure that all workshop equipment is properly maintained and
calibrated to reduce downtime.
(c) Monitor subcontractors or suppliers on job quality and negotiate on related
People Management
(a) Plan, prioritize and organize tasks and activities for the service team to maintain the highest productivity and quality.
(b) Responsible to equip the service team with all necessary tooling and
equipment
(c) Monitor the performance and evaluate the training needs for all FSEs/Staff in collaboration with respective supervisors including branches as well as the Technical Manager
(d) Assess current and future staffing needs based on organizational goals and budget realities. Using merit principles, ensures staff are appropriately developed, utilized, appraised, and rewarded; takes corrective action.
General
(a) Implement all instructions as directed by the Head of Department (CTS BLM)
(b) Any other duties which may be assigned from time to time by the
Job Requirements
* University/College Degree qualification in technical / engineering or business discipline
* Minimum 3-year managerial experience in technical / engineering / technical after-market service environment in the same or related industries
* Advance knowledge of MS Office (especially Excel and PowerPoint)
* Excellent analytical capabilities
* Strong communication and collaboration skills
* Technical Service Operations Management
* Customer Management
* Resource and Staff Management
* Analytical, communication, presentation, coordination, active listening, critical thinking, reading comprehension, writing, monitoring, service orientation, time management, organizational, interpersonal, judgment and decision making, active learning, diplomacy, mentoring, leadership and team building, negotiation, change management, project management, conflict management, multi-tasking, political sensitivity, salesmanship, and persuasion and influencing.
* Abreast of developments in the local market in relation to developments in the supply side both locally and internationally
* Good understanding of pricing dynamics
* CAN START ASAP and willing to work on-site in Biñan City Laguna.
Personality Requirement
* Self- motivated, result oriented, able to work independently.
* Team player across levels, functions, and reporting lines
* Ability to work under stress and meet deadlines.
* High-level perspective and possess an eye for details
Signature All applications will be treated in the strictest of confidence. If you are a suitable match for this position, please send your application
