Service Manager

2 weeks ago


المملكة العربية السعودية, Saudi Arabia Talent Pal Full time
Guide the sales and presales team in any projects pertaining
warranty and operations and maintenance contracts in terms of pricing, selecting and designing the suitable solution.

  • Lead interrelated warranty and services projects, guide and advise the designated teams through the full process starting from presales activities until the successful delivery of project requirements.
  • Maintain and manage the relationship with clients, opening channels for new business opportunities; renewal of maintenance contracts and acquiring new operations and maintenance projects.
  • Ensure that agreed margins are achieved whilst delivering Service Level Agreement fulfillment and customer satisfaction.
  • Take ownership of following up on customers' issues until they get resolved maintaining customer satisfaction levels to increase sales volumes and LoB Margins.
  • Act as escalation path for major and critical incidents to ensure service is restored urgently.
  • Responsible for the financial and commercial performance of
delivered customer support services.

  • Ensure Vendors & suppliers fulfil their contractual obligations,
especially with regard to SLAs for incidents, root cause analysis, monitoring trends and problem resolution.

  • Reviews the delivery reports and addresses issues as appropriate.
  • Work with teams to allocate the suitable resources to resolve the technical complaints and fulfill the required technical activities through Technical Managers/Team Leaders according to the workload assigned to each team.
  • Coordinates with HR department to fulfill the approved hiring plans.
  • Conducts effective service evaluations and coaches internal
technical teams through formal and informal channels

  • Drive a high performing environment with key focus on customer service excellence.
  • Keeps track of lessons learned and shares those lessons with team members
  • Lead a learning environment, where lessons are learnt, shared, and turned into explicit knowledge for future reference.

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