HR

HR(human resource) 

Responsibilities

The Service Manager is responsible for:

· Manage all the technical issues from Final Acceptance Certificate up to the end of warranty

· Improve customer service experience & create engaged customers in close cooperation with Regional Sales & Service organizations

·  Taking ownership of customers issues and following problems through to resolution

·  Answer and positively support the service technician in all situations during their work journey.

·  Manage the technician in the office and/or at the customer site to have the most efficient diagnosis of problems and solutions.

·  Acting as mediator with the other CPI offices, especially the technical offices, the sales dept. and the direction.

·  Understanding the technical problems of the machine selecting which issues are relevant needs to be analyzed by Engineering Dept.

·  Support training and development of regional customer service organizations within IPG technologies & services 

KPI’s:

·  Customer satisfaction

·  Service employees’ efficiency and satisfaction

·  Service revenues

Reporting lines & substitute:

·  Reporting to Vice President Engineering and Product Development, CPI Die casting

·  Supported by one Technical Service Supervisor and Service Back Office Supervisor

Specific tasks:

·  Develop service procedures, policies and standards

·  Analyze statistics and compile accurate reports

·  Keep accurate records and document customer service actions and open issues

Personal Competencies:

·  Ability to communicate effectively in written and spoken English

·  Experienced in working with Microsoft Office Programs (especially Word, Excel and Power Point)