Assistant Service Manager at Royal Power and Energy Limited

Responsibilities

• Improving customer service procedures, policies, internal/external written/verbal communication and quality standards across Service department.
• Manage on a daily basis all Service coordinators and engineers’ activities ensuring all tasks allocated are completed and closed correctly in a timely manner.
• Actively monitor and manage administrative and technical team members to ensure staff are meeting requirements
• Monitor, coordinate and manage all incoming mails sent to helpdesk mailbox to ensure prompt customer response and resolution of complaint or issues in a timely manner in line with fault severity
• Handle customer complaints or concerns quickly and professionally to develop and maintain good customer relationships
• Attend customer meetings and conference calls
• Ensure all equipment covered under SLA agreements have PMs properly scheduled as per terms of the SLA and JCC are fully collected in line with SLA invoice requirements.
• Ensure accurate use of the Service software by coordinators and engineers whilst escalating to management any continued, ongoing problems.
• Manage and monitor service software to resolve Late, Issues and Conflicts in a timely manner. Ensure job tickets are scheduled, updated and resolved in a timely manner.
• Estimation of Service costs and material inputs
• Responsible for cost controls over expenses, consumables and tooling for the department. Ensure all scheduled work is properly coordinated to minimise service expenses.
• Verify and approval of department expenses
• Handling customer complaints or any major incidents ensuring any major issues are quickly escalated to implement compatible solutions
• Renewal of SLAs (Service Level Agreements)
• Coordination with Sales team on suppliers' end and proper installation of the equipment as per manufacturers' guidelines.
• Manage throughput and the repair processes to maximize efficiency
• Assist the Service Head as directed
• Develop training programs for all RPE products
• Understand customer needs and provide consistent high levels of service delivery
• Plan and utilise resources to achieve qualitative and quantitative targets
• Review technical recommendation for ticket resolution
• Responsible for Service staff recruitment and appraisals
• Prepare and present weekly and monthly activity report to Management.

Requirements

• HND / MBA / B.Sc qualification with 8 - 13 years of experience.