Kerja Sepenuh Masa, Customer Service Manager (HVAC) di Confidentiel - Maukerja

Customer Service Manager (HVAC)

Permanent, Full time

Jurong East

Summary

This position supervises entry level employees or team leaders of support employees in Customer Service. Provides close supervision of call responses and handles escalated calls. Trains staff in Customer Service procedures and provides changes to procedures to ensure continuous improvement.

Job Description

• Supervises a single team including all levels of employees and team leaders that perform customer service duties to ensure customer expectations are met.
• Confers with customers by telephone or electronically to provide information about products or services, customer accounts, or product complaints specific to escalated and unresolved calls from less experienced representatives to ensure quality services are delivered to the customers.
• Guides and assists team with routine problems and issues resolution, when required, to help them solve problems and also build capabilities.
• Checks customers' problems were addressed and resolved to ensure smooth operations of customer services work.
• Checks customer correspondence is properly documented in order to inform management of product issues that arise from problems identified from customer service support to ensure issues are discussed and resolved.
• Ensures employees adhere to the organization-wide customer service strategy and policies and procedures concerning customer correspondence and the processing of customer complaints.
• Includes, when required, minimal selling or promotion of products or services to ensure business targets are met.
• Responsible, when required, for the day-to-day supervision of a team of call center representatives to maintain efficient customers communications.

Role Responsibilities:

• Forecast, monitor and document financial performance against plan·
• PNL experience on managing accounts and reporting progress and gap at team level·
• Optimizes the usage of manpower, standard time, equipment, and energy of team.
• Manages team according to established programs and objectives
• Engagement with customer and establishes good relationship
• Recruit, interview, hire and train technicians as required to meet workload demands, and company or customer expectations and requirements
• Manage a team of service technicians direct reports and subcontractors
• Ensure adoption of tools by team in daily operations such as Salesforce, ServiceMax, SAP, Digital, Tech Quoting, SA renewal bot
• Responsible for KPIs such as productivity, field expenses, Service agreements/Service repairs revenue/conversion rate, contract margins, PM completion%, connected assets targets at team-level

Role Purpose:

• Supervises Field Service Technicians, managing day-to-day priorities, solving client issues received by the team. Optimizes manpower and resources, responds to complaints of customers, and escalates key issues to senior management.

Minimum Requirements:

• Diploma/Degree in Mechanical Engineering with minimum 5 years of relevant service experience.
• Experienced in HVAC/manufacturing industry is an advantage.
• Experienced in managing a team is a must.
• PNL knowledge is a must
• Pleasant personality, good attitude and good communication.
• Good stakeholder management skill.
• Familiar with SAP and Sale force system is an advantage.