Reporting to:
Head of Engineering
Job Overview:
As a Service and Operations Executive, you will play a crucial role in ensuring the efficient operation of our company's service department. You will be responsible for managing service requests, coordinating field service personnel, and overseeing daily operations to meet customer needs and organizational objectives. Your attention to detail, problem-solving skills, and dedication to providing exceptional service will contribute to our continued success.
Responsibilities:
1. Service Request Management:
- Receive and process service requests from clients via various channels, including phone, email, and service management systems.
- Assess the urgency and technical requirements of each service request.
- Schedule service appointments and assign field service personnel based on availability and skills.
- Maintain accurate records of service requests, appointments, and service outcomes.
2. Field Service Coordination:
- Coordinate the deployment of field service engineers and technicians to customer sites.
- Ensure that field personnel have the necessary tools, equipment, and resources to perform their tasks effectively.
- Monitor field service activities to ensure timely completion and customer satisfaction.
- Address any on-site challenges or issues that may arise during service visits.
3. Client Communication:
- Serve as the primary point of contact for clients regarding service-related inquiries, updates, and issue resolution.
- Communicate service appointment details, including arrival times and technician information, to clients.
- Follow up with clients to gather feedback on service quality and overall satisfaction.
4. Inventory Management:
- Maintain an accurate inventory of spare parts, tools, and equipment required for service operations.
- Coordinate the replenishment of inventory items as needed.
- Monitor inventory levels to minimize downtime and ensure efficient service delivery.
5. Process Improvement:
- Identify opportunities to streamline service processes, reduce costs, and enhance overall efficiency.
- Collaborate with the Operations Manager to implement process improvements and best practices.
- Participate in regular meetings to discuss operational challenges and solutions.
6. Reporting:
- Generate regular reports on service performance, including response times, resolution rates, and customer feedback.
- Provide insights and recommendations based on report findings to improve service operations.
Qualifications:
- Bachelor's degree in Business Administration, Operations Management, or a related field preferred.
- Proven experience in service operations, preferably in a technical or equipment service environment.
- Strong organizational skills and the ability to manage multiple tasks and priorities.
- Excellent communication and interpersonal skills for client interactions and team collaboration.
- Proficiency in using service management software and tools.
- Problem-solving abilities to address service-related challenges effectively.
- Attention to detail and a commitment to delivering high-quality service.
- Flexibility to adapt to changing priorities and work schedules.
