Service Manager

Demonstrates strong leadership within the team, overseeing all aspects of service operations. Takes charge of the service business and its execution, acting as the primary point of contact for initiating, coordinating, and following up on service jobs. Manages services commercially from inquiry to invoice, ensuring seamless execution. Constantly monitors performance metrics and proactively drives improvements in processes and resource allocation to enhance overall efficiency and customer satisfaction.

Key Accountabilities

• Handle customer inquiries, complaints, and escalations in a professional and timely manner, ensuring swift resolution and customer satisfaction.
• Assign task and service job to service engineer
• Collaboration with external vendor when the service job requires resource efficiency such as product repair, installation, and/or other services. 
• Planning, and ensure documentation and reporting of service activities
• Customer contact, related to the service execution.
• Quick, competent and reliable assistance and consultation of the customer
• Ensures the correct performance of the services according to the defined process (Tools, Reports, timelines and according to defined target setting)
• Decides about the prioritisation of services in the case of shortage or time conflicts
• Ensures human and non-human resource provision, processes, and tools available.
• Recruits, develops, and trains the colleagues in his responsibility according to their potential and the needs of the company in cooperation with HR
• Monitors performance and the use of resources and drives continuous improvement
• Monitors the cost and effectiveness of the activities in order to stay within the budget
• From time to time perform service engineering task
• To perform any ad hoc tasks been assigned by Line Manager from time to time

Job Requirements

• Bachelor’s Degree in Mechatronic or Electrical
• Relevant Master’s Degree, but not mandatory
• Minimum 3 years’ experience in leading a team

• Customer service oriented
• Solid organizational skills with ability to multi-task
• Determined self-starter
• Strong interpersonal and communication skills
• Good spoken and written in English

You can expect the following with us:

• The good feeling working for a family-owned company with a safe and solid financial basis
• Freedom to explore, innovate and realise your own ideas
• Competitive compensation with attractive perks and other benefits
• Respect and appreciation for each other - regardless of gender, nationality, disability, age and identity
• Lifelong learning with great conditions for individual further development
• Flexible working models depending on the respective workplace for a good balance of work and private life
• Highly modern working environment, infrastructure and communication technologies
• Great family and health services for your well-being

You can find more information about our benefits and Festo as an employer here.

Reference code: 11751 
Location: Singapore 
Department: S6-JTPS - Services