Saft - Service Manager (8-10 yrs)

Job Overview:

We are seeking a highly experienced and customer-focused Service Manager to act as a key interface between our customers and internal stakeholders for all After-Sales Service deliverables. The ideal candidate will be instrumental in driving service excellence, managing key performance indicators, ensuring compliance with quality standards, and leading initiatives that significantly enhance customer satisfaction. You will play a crucial role in fostering a strong safety culture and supporting continuous improvement across our service operations.

Responsibilities:

- Customer Interface & Relationship Management: Act as the primary point of contact and key interface between customers and internal stakeholders for all After-Sales Service deliverables, ensuring clear communication and strong relationships.

- KPI Management & Improvement: Take full responsibility for preparing key service Key Performance Indicators (KPIs), animating meetings based on KPI outcomes, and driving proactive improvement actions to enhance service delivery.

- Documentation & Deliverables: Responsible for delivering all service-related documentations to customers based on agreed contractual deliverables, ensuring accuracy and timeliness.

- Deliverable List Management: Build and continuously update the comprehensive deliverable list for each project, ensuring all service obligations are tracked and met.

- Continual Improvement: Drive continual improvements in service delivery in close consultation and coordination with internal stakeholders, based on insights from field-level product and services performances.

- Service Quality Assurance: Guarantee the highest quality of services by ensuring strict compliance with internal procedures and, where applicable, the customer's quality assurance plan.

- Service Documentation Development: Develop all documentation relevant to project needs, specifically focusing on service requirements and specifications.

- Customer Satisfaction Initiatives: Lead customer-centric initiatives specifically designed to improve the Customer Satisfaction Index (CSI).

- Customer-Centric Actions & Nonconformities: Lead day-to-day customer-centric actions and effectively handle any nonconformities, ensuring prompt resolution and customer satisfaction.

- Safety Practices & Training: Ensure the implementation of proper safety practices and keep safety training up to date for all relevant teams.

- Safety Culture Building: Actively support team members and consistently build a strong safety culture within the organization.

- Compliance with Safety Standards: Maintain a strong safety culture to ensure compliance in accordance with industry practices and governing standards.

- Training & Enablement: Provide comprehensive training to customers, the internal service team, and Third-Party service providers on product usage, troubleshooting, and service best practices.

Required Skills & Qualifications:

- Proven experience as a Service Manager or in a similar customer-facing service leadership role.

- Demonstrated ability to manage customer relationships and act as a key interface for service deliverables.

- Experience in defining, tracking, and reporting on service KPIs and driving improvement actions.

- Proficiency in managing and delivering service-related documentation based on contractual agreements.

- Strong understanding of continual improvement methodologies in a service context.

- Experience in ensuring compliance with internal procedures and customer quality assurance plans.

- Demonstrated ability to lead customer-centric initiatives to enhance satisfaction.

- Experience in handling nonconformities and resolving customer issues effectively.

- Strong commitment to safety practices and fostering a safety-conscious culture.

- Excellent communication, interpersonal, and presentation skills.

- Strong analytical and problem-solving abilities.

- Master's degree in Business Administration, Engineering, or a related field-or equivalent practical experience.