Job Title : Service Centre Manager Experiences : 5+ years
Department : Service
Reports To : Cluster Manager
Summary:
The Service Centre Manager is responsible for overseeing the daily operations of the service centre, ensuring efficient and high-quality service delivery. This role involves managing a team of technicians, coordinating with other departments, and maintaining customer satisfaction through effective problem-solving and service excellence.
Key Responsibilities:
1.
Team Leadership:
Recruit, train, and supervise a team of service technicians and support staff.
Set performance goals and conduct regular performance evaluations.
2. Operations Management:
Develop and implement standard operating procedures (SOPs) for service centre operations.
Monitor workflow, productivity, and ensure timely completion of service tasks.
3. Customer Service and Satisfaction:
Act as the primary point of contact for escalated customer inquiries and concerns.
Ensure that customer service standards are met and maintained consistently.
4. Quality Assurance:
Implement quality control measures to ensure that all services meet or exceed company standards.
Conduct regular audits and inspections of work performed by the service team.
5. Inventory Management:
Oversee the procurement and management of parts, equipment, and supplies needed for service operations.
Monitor and optimize inventory levels to meet demand.
6. Performance Analysis and Reporting:
Track and analyse service centre performance metrics, such as turnaround time, customer satisfaction scores, and technician productivity.
Prepare regular reports for management on key performance indicators (KPIs).
7. Budgeting and Cost Control:
Develop and manage the service centre budget, including labour costs, equipment expenses, and operational costs.
Implement cost-saving measures without compromising service quality.
8. Safety and Compliance:
Ensure that the service centre operates in compliance with all safety regulations and industry standards.