Services Manager

Overview (Objective of the Position)
- Services Manager’s main responsibilities are to handle all of Hafele’s internal and outsourced installation, repair maintenance services as well as quality management of After Sales Service team, Call Center & Quality Management.
- Be responsible for reviewing & enhancing service quality. Needs to develop and implement commercial service strategies according to Hafele Vietnam goals & objectives, and to conduct market research and analysis to create business plans on commercial service opportunities.
- The Services Manager needs to lead and manage the national After sales service team, quality management and Call Center to provide the highest possible standard and service level for internal and external customers with a sales-minded attitude while developing lasting customer relationships.
- A solid technical background is required however the focus is on the customer-mindset and leadership skills with commercial services-generated thinker.

Description of tasks
Quality Management:
– Develop & implement commercial service strategies to be in line with company’s objectives.
– Conduct & analyze market research, sales & other reports to make detailed plan on commercial opportunities of service such as maintenance, installation, technical consulting, product changing…
– Reviewing service quality and provide solutions to enhance services.
– Find, build and maintain profitable partnership with key service suppliers & contractors.
– Monitor performance of commercial service activities.
– Collaborate with and coordinate diverse teams (marketing, sales, customer service…)
– Maintain an up-to-date knowledge of job operations by conducting research and participating in training programs.

After Sales Service Management:
– Review the After Sales Service processes & systems to ensure they are operating at a high standard.
– Regularly audits work being done & customer service being provided to ensure all standards are met.
– Offers examplary customer service, including maintaining customer relationships and ensuring repeat customers by upseling products & services & taking care of any customer concerns or complaints quickly & professionally.
– Oversee all post-sales services provided to clients to ensure customer satisfaction.
– Provide periodic reports to management on all after sales activities.
– Ensure compliance with all general and company policies when carrying out job duties.
– Effectively manages team members, including technicians and advisors, to ensure team objectives and sales goals are being carried out
– Plan & manage the services and quality offered by outsourced installation/maintenance services by 3rd parties
– Plan & manage the inventory of spare parts to make sure the sufficient stock for after-sales service

Call Center:
– Assists with or performs administrative tasks
– Monitors department issues and client complaints to define patterns and work to lessen those recurring issues
– Oversees team members performing inspections, preparing reports, and doing repairs; if necessary, carries out these job duties personally to ensure highest quality of work
– Displays extensive working knowledge of industry standards and practices, including product details and company services offered
– Sets up and maintains service desk, including managing service desk team members and evaluating desk efficiency.
– Resolves service desk problems and improves current service desk methods to increase productivity and customer services.

Education
– University Graduation, MBA is preferable.
– Major in Economics, Business Administration or any technical/ engineering field.

Experience
– 7+ year experience in service management field.
– Comprehensive Industry Knowledge
– Proven experience in managing and developing teams and provide direction to improve business performance.
– Management Experience
– Strong Customer-Facing Skills

Specific Knowledge
– Commercial awareness partnered with a strategic mindset
– Understanding of the marketplace and customer requirements with the ability to deliver customer satisfaction
– Excellent organizational and leadership skills
– Outstanding communication and interpersonal abilities
– In-depth understanding of market research methods & analysis
– Solid knowledge of performance reporting and financial/budgeting processes

Other Requirements
– Advanced problem solving skill
– Work independently and under high pressure
– Good command of English
– Computer literate (good skill in Microsoft Office, Words, PowerPoint and SAP software).
– Technical knowledge or understanding is preferred.
– Strong Written and Verbal Communication,
– Self-Motivated, Troubleshooting, Creative Problem-Solving

- Quarterly bonus, 13th payment salary, Yearly bonus
- Premium Healthcare Package
- 17 Annual leave days

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