POSITION DETAIL

 
Service Manager


Responsibilities

  • Must be capable of understanding all aspects of personnel management and customer relations.
  • Utilizes available resources efficiently and effectively.  Have leadership to inspire and motivate personals.
  • Controls work flow, quality, priority of work, and determines methods and sequence of operations
  •  Works with USA Service team to harmonize and to optimize work procedures and throughput.
  •  Analyzes repair results, coordinates test methods and procedures.
  • Evaluates and approves job estimates prior to distribution to the customer.
  • Assists in directing team toward focus on customer satisfaction, maintaining less than 10-day turnaround time on units, achieving 100% out of box quality, as well as other departmental Key Performance Metrics.
  • Acts as a liaison between customers and various departments.
  • Leads in the development of a world-class customer service department, promoting customer relations, and working to continuously improve levels of customer
  • Understands and meet quality system requirements.
  • Supports and generates new ideas to improve performance and profitability of department.
  • Adheres to company safety practices and policies.
  • Manage corporate compliance guideline and code of business ethics.
  • Develop Business Strategy to increase Service Market Share and customer satisfaction in Electronic Market
  • Work with Sales, Product Manager, Marketing, Customer Service & Application Engineers (if applicable) to create and execute territory/account plan.
  • Understand Service Matrix to manage Service Performance.
  • With consultation with Marketing, make and review pricing decisions based upon competitive situations and company’s cost position.  Understand customer cost of ownership models to execute on value pricing opportunities.
  • Developing long term partnerships, Service Contract, long term Supply Agreements with customers and other key partners.
  • Providing frequent communication to the global organization regarding status of the business.

Sub-responsibilities

  • Lead the implementation of ISO 17025 for service center
  • Lead the implementation of Lean Operation (Six Sigma qualified)
  • Maintain accurate and current records on order and sales
  • Manage ERP system such as IFS
  • Understand Service Performance and Customer Satisfaction Performance Metrics
  • Manage service activities in a cost effective manner.
  • Submit meeting minute, call reports, forecast and contact information on a timely manner
  • Conduct service center audit of distributors
  • Attend regional service meeting and service training oversea in factory or subsidiary
  • Update Service status on a regular basis.
  • Submit and review monthly service reports
  • Other duties as assigned based on company objectives

 

Requirements

  • Diploma or Degree in Engineering.
  • 3 - 5 years of experience Service Manager experience. Preferably with Semiconductor or instrumentation industry experience.
  • Have ISO 9001 and 17025 experience. 
  • Familiar with Lean Operation and is Six Sigma 
  •  Understand Service Performance and Customer Satisfaction Performance Metrics
  • Able to commit to around 10-20% travel.
 

Sub Specialization : All Functions;All
Type of Employment : Permanent
Minimum Experience : 5
Work Location : Singapore

If you would like to apply for the role of Job, please apply online. Kindly note that only shortlisted candidates will be notified.
EA Licence Number: 13C6859
If you encounter difficulties, please click here  for technical assistance.
 

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