service manager- vinfast

3 days ago

Manila, National Capital Region, Philippines Fastfinitycars Incorporated Full time ₱1,200,000 - ₱2,400,000 per year

Job Summary:

The Service Manager is responsible for overseeing the day-to-day operations of the service department, ensuring that all customer service and service delivery processes are carried out efficiently and effectively. This role involves managing a team of service staff, optimizing workflows, and ensuring that the service team meets or exceeds customer expectations. The Service Manager will be responsible for handling customer complaints, managing service-related issues, and ensuring a high level of customer satisfaction.

Key Responsibilities:

  • Team Management:

  • Lead, motivate, and manage a team of service technicians, customer service representatives, and other service staff.

  • Train and develop team members to ensure a high level of competency and performance.
  • Conduct regular performance reviews, provide feedback, and implement improvement plans where necessary.

  • Customer Service & Satisfaction:

  • Ensure high levels of customer satisfaction by maintaining service quality standards and handling customer complaints or issues effectively.

  • Address escalated customer service concerns and resolve them in a timely manner.
  • Work with customers to understand their needs and ensure the service provided meets or exceeds expectations.

  • Operational Oversight:

  • Oversee the scheduling and dispatching of service personnel.

  • Monitor service performance against key performance indicators (KPIs), ensuring service targets are met.
  • Ensure that all service requests are completed on time and in accordance with company standards.

  • Process Improvement:

  • Identify areas for improvement in service delivery and implement solutions to increase efficiency and quality.

  • Analyze service data and customer feedback to identify trends and areas for improvement.
  • Implement best practices and standard operating procedures (SOPs) for service operations.

  • Inventory and Resource Management:

  • Ensure that service staff have the necessary resources and equipment to perform their jobs effectively.

  • Maintain accurate records of service equipment and materials, ensuring inventory levels are adequate.

  • Reporting and Documentation:

  • Prepare and present regular reports on service performance, customer satisfaction, and other key metrics to senior management.

  • Maintain accurate records of service orders, customer interactions, and resolutions.

  • Budget and Cost Control:

  • Manage the service department's budget, ensuring efficient use of resources.

  • Monitor service costs and implement cost-saving measures where possible without compromising service quality.

  • Health & Safety Compliance:

  • Ensure that all service activities comply with relevant health and safety regulations.

  • Promote a culture of safety within the service team and ensure adherence to safety protocols.

Qualifications & Skills:

  • Education:

  • Bachelor's degree in Business Administration, Operations Management, or a related field (preferred, but not required).

  • Skills & Competencies:

  • Strong leadership, communication, and interpersonal skills.

  • Excellent problem-solving abilities and customer-focused approach.
  • Ability to manage multiple tasks and prioritize effectively.
  • Strong organizational and time-management skills.
  • Proficient in using service management software and Microsoft Office Suite.

Working Conditions:

  • Full-time position with occasional evening or weekend work depending on customer needs.
  • Travel may be required if managing a team across multiple locations.

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