Service Area Manager

Responsibilities:

• Acts as representative of the technical service and support in front of the customer.
• Leads and manage any complaint from the customers in his area, regarding technical service and support, managing the service recovery, root cause analysis and corrective actions.
• Monitors daily all open calls in his area, escalating any situations that does not reaching the company service level goal.
• It is a technical leader, able to support the FSE in the field in case of need.
• Hire, manage and coach the FSE in his area, following Werfen expectations of a people manager role. Including monthly team meetings, Bi-annual face-to-face meetings, performance review and individual development program.
• Monitor service quality: Response time, Solution time, FTF, data reliability, quality of the Incident report, quality of the intervention, IFR…
• Ensure consistency, timeliness and accuracy of service data from the service activities.
• Ensure effective coordination of the service department with applications and sales area.
• Ensure compliance and implementation in the field of service policies, procedures and tools decided by the company.
• Drive a continuous improvement and quality mindset, identifying root cause, propose corrective actions and drive implementation in the field.
• Manage implementation and performance of customer experience management and a customer centric culture. Monitors and review customer feedback including service recovery, root cause analysis and corrective actions.
• Daily oversight of service level, escalated calls review and weekly customer support meeting. Collaborate with peers to drive options and solutions of escalated problem resolution.
• Responsible to identify and address training needs of field service team
• Responsible to identify and address technical trends in the field.
• Perform other tasks as assigned.

Requirements:

• Minimum 3 years working experience in technical/field service.
• Fluent English is highly desirable.
• Service skills with Werfen instruments.
• Communication skills with customers.
• Critical and out-of-box thinking
• Operations continuous improvement.
• Lean services.
• Resilience.
• Orientation to results.