Service Manager

Job Description:

Position Synopsis

The Service Manager is the Subject Matter Expert for Service and Life Cycle Support. This position provides leadership to the resources within the Service team and contributes to matters that are part of Service and Life Cycle Support with respect to training, objectives setting, coaching and performance monitoring of the Service team.

Position Responsibilities:

Service Management

• Improve existing customer experience, create engaged customers and facilitate organic growth.
• Take ownership of customers issues and follow problems through to resolution.
• Keep accurate records and document customer service actions and discussions.
• Develop and maintain a budget for AKA field service operations on its installed base.
• Manage the deployment and logistics of field service personnel for installed base maintenance and upgrades.
• In conjunction with the marketing team, offer AKA products and services to the installed base.
• Ensure that the annual income derived from servicing the installed base meets budget.
• Ensure, as far as possible, that the company has a minimum of 15 resources deployed continually (outside of new projects) in the provision of field services on the installed base.
• Liaise closely with AKA’s key client to ensure conformity of systems development across the fleet.
• Liaise closely with Project Managers regarding utilization of field resources.
• Develop and maintain the Company’s Technical Service call center ensuring 24/7 coverage for the installed base.
• Oversee the process which ensures the validity and currency of field service personnel travel documentation and skills certification.
• Liaise among different departments, managers, engineers and suppliers to clarify any issues and identify improvement opportunities.
• Work with managers to implement the company’s policies and to achieve company goals.
• Work closely with the Quality Manager to achieve specific organizational quality goals and objectives.
• Generate, calculate and report performance metrics and their contribution to Key Performance Indicators (KPI).

Team and Resource Management

• Supervise and motivate team of workers.
• Communicate and follow through on Service goals and objectives.
• Review worker performance and undertake yearly performance evaluations.
• Identify training requirements for members of the team and make sure training is provided and recorded.
• Promote technical training and development on products and on the proper use of tools for members within the team.
• Set up periodic training programs for regular and contract staff on quality system procedures and work instructions pertaining to Service.
• Implement effective support tools to assist team members in process, decision making, and managing Service objectives.
• Be actively involved in succession planning by making sure knowledge is retained in AKA.
• Manage resources to comply with Service designed process flow.

Quality Management

• Maintain a controlled quality review process for the release of deliverable to internal and external customers. Overseeing all phases, from design to delivery, of Service deliverables, making sure that all deliverables are complete, accurate and in compliance with AKA’s quality standards, prior to delivery to internal or external customers.
• Generate, maintain and approve current Quality Procedures and/or Work Procedures related to activities performed within Service.
• Ensure all activities within Service are accomplished per Work Procedures and Quality Procedures.
• Respond timely and effectively to internal and external audit findings by implementing corrective actions directed towards the root cause of the problem.
• Encourage all staff to identify quality problems and initiate, recommend, or provide solutions through Service Manager.
• Initiate actions to prevent the occurrence of nonconformity, as well as verify the implementation of solutions.
• Lead and develop Service level continual improvement activities.
• Address Corrective Action Request (CAR) submitted by sources internal to AKA. This includes investigating requests for corrective action submitted to Service and implementing corrective actions based on these requests, which may involve making changes to specific documents.

Education & Experience

• Degree or Diploma in Electrical Engineering or related field.
• Minimum of 5 – 7 successful years’ operations management at senior level including field operations management experience
• Extensive leadership experience.

Knowledge and skills

• Ability to multitask under pressure, adjust to changing priorities and adapt to new work environment.
• Proficiency in the Microsoft Office packages: Excel, Word and Access.
• Strong organizational and time management skills.

Communication

• Communicates complex issues clearly and credibly with widely varied audiences;
• Handles difficult on-the-spot questions (i.e., from officials, interest groups, or the media);
• Overcomes resistance and secures support for ideas or initiatives through high impact communications.

Initiative

• Anticipates and responds in a proactive manner to future needs (of external clients and internal groups) that may not be obvious to others;
• Coaches, supports and encourages others to test their limits;
• Exceeds job expectations to contribute to company’s objectives.

Problem Solving Capabilities

Ability to stand strong when the pressure is on. The ability to remain calm and do what needs to be done is essential.

Solve problems in an organized and disciplined way by:

• Analyzing the factors or causes contributing to the unwanted situation
• Generating a set of alternative interventions to achieve the end goal
• Evaluating the best solutions
• Implementing a plan
• Assessing the effectiveness of the interventions

Team Spirit

• Work and collaborate with others and willing to integrate ideas and personalities to form strong teams.
• Appreciate employees and value their inputs, ideas and enthusiasm for quality and continuous improvements.