Job Description
The Service Manager is responsible for planning, coordinating, and managing the delivery of services to meet business needs and customer expectations. This role ensures that service operations are efficient, cost-effective, and aligned with agreed service-level agreements (SLAs).
Job Responsibilities
- Responsible and leading service coordinators team for processing of customer enquiry through emails and phone calls & Liaise with customers on their service enquiries
- provide information and answer to inquiries about accounts, products and services to the customers and must interact with them
- Able to generate sales from customers enquiries
- Liaise with customers on fulfillment discrepancies
- Handling and resolve customer complaints concerning services rendered or billing
- Answer the questions of the customers related to the services or products and the maintenance or operation of the organization
- Must ensure effective customer service by coordinating service requirements of the customer with other appropriate departmentsas necessary
- Proper planning on allocation of service engineer for job assigned as well as accurate records and timely mode.
- Handling Purchasing matter as per customer enquiries & Must be able to handle under pressure.
- To carry service request as per JRC Japan requirements and standards.
- Ensure Spares for service usage under control and organized.
- To monitor and arrange commissioning of new build project vessels overseas.
- Coordinate with service agents worldwide
- Handle Complaints and customers from all over the world
- Maintain and ensure work flow on par with ISO 9001:2015 standards.
- Keep safety within bay and caution engineers regularly.
- Coordinate new build commissioning engineer overseas and local.
- Ensure overall operation of service department including invoicing.
Job Requirements
- Minimum 5 years working experience in Marine Industry.
- A Must be Japanese Speaking
- Leadership skill on allocation of Service Coordinators and Service Engineers for job assigned
- The power of expressing strong emotions in striking and appropriate language either spoken or written, thereby producing conviction or persuasion
- Fit physically and mentally.
- Able to work under extreme pressure from internal or external.
- Ready to carry out work beyond scope of duty.
- Always on standby to support engineers whenever required.
