Service Manager

Category:
Engineering
Industry:
Telecom
Type:
Direct Hire
Location:
Markham, Ontario
Job ID:
#156889

Service Manager

Authorized Service Center Management

  • Manage performance of authorized service centers (ASC) to ensure deliverables meet carrier customer expectations.
  • Set up manufacturer branded ASC in the country.
  • Analyze and manage ASC production
  • Monitor ASC KPI performance and project progress
  • Prepare monthly and quarterly ASC business reviews and improvement recommendations
  • Manage Walk-in ASC performance and spare parts planning
  • Manage new product introduction (NPI) activities for product launches
  • Support Carrier’s Service Managers with contract negotiation and service policy.

Online Service Management

  • Monitor call center KPI performance and project progress
  • Monitor social media positive and negative feedback from end users.
  • Responsible for the Customer Satisfaction and After Sales support to the customers
  • Technical support, e.g. trouble shooting, FAQ, NPI

Training Management

  • Customer-centric job focus, with excellent interpersonal skills and ability to work independently
  • Skilled in gaining in-depth understanding of customers’ call center requirements and key metrics
  • Advanced project management skills and willingness to take ownership of projects.

 

Technical Support

  • Operator Technical Customer Support – support terminal products in the Canadian market activities and timely execute and implement solutions for carrier
  • Customer Interface – Set up and keep good relationships and cooperation with technical team of mobile operator customer
  • Technical communication – communicate with customer and HQ to timely resolve identified issues.
  • Develop, implement and manage customer support plan
  • Provide technical training including training materials and presentations

 

 

Knowledge, Skills and Experience required:

 

  • 3+ years experience in ASC in the same or similar capacity
  • Completion of engineering degree in accredited institution
  • Good understanding of Canada telecommunications industry and Device Industry
  • Strong communication, problem  solving, and project management skills
  • Self-starter who are able to work in a fast-paced, dynamic, and multicultural environment
  • Strong proficiency in MS Office and other PC programs