Service Area Manager

Job ResponsibilitiesActs as representative of the technical service and support in front of the customer.Leads and manages any complaints from customers in his area regarding technical service and support, managing service recovery, root cause analysis, and corrective actions.Monitors daily all open calls in his area, escalating any situations that do not reach the company service level goal.Acts as a technical leader, able to support the FSE in the field if needed.Hires, manages, and coaches the FSE in his area, following Werfen expectations of a people manager role, including monthly team meetings, bi-annual face-to-face meetings, performance reviews, and individual development programs.Monitors service quality: Response time, solution time, FTF, data reliability, quality of the incident report, quality of the intervention, IFR, etc.Ensures consistency, timeliness, and accuracy of service data from the service activities.Ensures effective coordination of the service department with applications and sales areas.Ensures compliance and implementation in the field of service policies, procedures, and tools decided by the company.Drives a continuous improvement and quality mindset, identifying root causes, proposing corrective actions, and driving implementation in the field.Manages implementation and performance of customer experience management and a customer-centric culture, monitoring and reviewing customer feedback including service recovery, root cause analysis, and corrective actions.Provides daily oversight of service levels, escalated calls review, and weekly customer support meetings. Collaborates with peers to drive options and solutions for escalated problem resolution.Responsible for identifying and addressing training needs of the field service team.Responsible for identifying and addressing technical trends in the field.Performs other tasks as assigned.Requirements: Minimum 3 years working experience in technical/field service.
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