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Service Manager

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-Manage the Latin America Region Authorized Service Provider (ASP) Network
-Manage all day-to-day activities for the Latin America Service Channel management team including direct Management responsibility of the Service Providers’ management escalations, Sales management escalations, and Call Center Customer Relationship Service-related escalations.
-Manage the assigned Service Providers/Accounts within the Latin America region Authorized Service Provider (ASP) Network and Service Administrator (SA) Network.
-Utilize Warranty Claim systems to resolve ASP claim or service disputes.
-Utilize service systems and performance dashboards to continually measure and report on the service delivery performance of the Authorized Service Providers.
-Effectively manage the timely resolution of Customers’, Sales’, and ASP escalations.
-Respond to and effectively manage the timely resolution of Customers’, ASP’s and or Sales Channel Partners (retailers/distributors) service-related inquiries, complaints and/or management escalations.
-Manage multiple service providers and partners, with understanding of service performance expectations, customer satisfaction measures, and overall business objectives.
-Negotiate and implement service agreements, including service level requirements and new labor rates across the Service Provider network.
-Develop processes and procedures to reduce service delivery costs and improve performance in line with business objectives.
-Continuously provide recommendations to senior management to assist in the development or changes in policy, programs, project initiatives, and/or process improvement efforts in line with the overall Latin America business objectives and in compliance with local country laws pertaining to service delivery.
-Utilize score card metrics for measuring and reporting on performance of the Service Providers.
-Develop and deliver monthly reporting to management on status and performance of the Service Providers.
-Utilize effective communication skills to work with customers, service providers, sales representatives, and supply chain teams to efficiently resolve field service escalations in a timely manner, in line with business objectives, performance metrics, and customer satisfaction goals.

BS/BA in Business Administration or Engineering, or an equivalent combination of education and related business experience.

8+ years of experience in Service Partner management or Customer Management, with demonstrated experience in team management with 3+ years of direct supervisory experience highly desired.

Demonstrated fluency in Spanish is required.

Experience in the PC/Notebook and/or Consumer Electronics service industry is highly desirable.

Demonstrated ability to interface with service providers and/or partners across multiple countries, cultures, throughout the Latin America region is highly desirable.

Strong analytical skills, high level of accuracy and demonstrated skills at extracting data from multiple sources and consolidating into management-friendly summary reports with concise recommendations that lead to solid decision-making.

Superior Microsoft Excel and Microsoft PowerPoint skills are critical to this position.

Superior time-management skills, a demonstrated ability to operate in a fast-paced environment, proven successful project management skills, and the ability to juggle ever-changing priorities and deadlines.

Experience with Warranty, Claims-management, and other ERP systems is desired.
Superior ability to identify and resolve issues and develop new processes when necessary.

Strong bilingual (English & Spanish) verbal and written communication skills with the ability to influence and persuade with a positive attitude.

Strong ability to work effectively with Field Service Representatives, Sales Representatives, Customers, and Supply Chain teams.

Travel throughout the Latin America region where required to develop relationships with local Sales management, service providers, and potential service partners.

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