Job Mission:
The Technical Service Manager's role is ultimately accountable for all after-sales service, product warranties and engineering support required to maintain a high level of service delivery, customer satisfaction, operational compliance and internal efficiency. The Service Manager takes a proactive sales approach to the service department to ensure it runs as a profitable cost centre for the subsidiary.
Essential Functions:
• Analyse and manage all service enquiries from customers
• Organise the working schedule of Service Engineers and the after-sales team and external service partners
• Ensure schedule of warranty services or deliveries are achieved and effective communication is provided to all internal stakeholders and customers
• Delivery of all service analysis reports for management
• Execution of all on-site investigations and inspections
• Negotiate and oversee the resolution of warranty issues (via replacement or repair) with customers
• Monitor and coordinate with the Sales team and
Application Engineers to ensure prompt product delivery
• Prepare and plan material, tool and equipment requirements
• Develop and monitor KPI's of team to ensure effective execution of team members roles
• Accountable for the team's compliance with internal Environmental, Health and Safety procedures. Remain up to date on any changes to EH&S legislation, and facilitate training to ensure compliance internally
• Responsible for proactive replacement- Wilo Energy Solutions business model