Service Manager

1. Overall Purpose of the Role The Service Manager is responsible for delivering exceptional after-sales service and support. You will oversee the customer contact center, manage physical service center operations, and ensure efficient spare parts logistics to maximize customer satisfaction and operational efficiency. 2. Key Responsibilities A. Call Center Operation: Oversee the daily operations of the voice (inbound/outbound) and non-voice (email, chat) customer support teams. Develop and implement strategies to improve key performance indicators (KPIs) like customer satisfaction (CSAT), Net Promoter Score (NPS), first-contact resolution, and average handling time. Monitor service level agreements (SLAs) and ensure consistent, high-quality service delivery. Handle escalated customer issues and complex technical inquiries to ensure resolution. B. Service Center Operation: Supervise the after-sales service process, including kick scooter diagnostics, repair, maintenance, and quality control. Manage a team of service technicians, including task allocation, workflow scheduling, and hands-on technical guidance. Ensure all repair and maintenance services meet scheduled commitments and customer expectations. Maintain a safe, organized, and efficient workshop environment. C. Spare Parts Management: Develop and execute spare parts procurement plans to ensure adequate inventory levels for repair needs while controlling costs. Manage the entire spare parts warehouse operation, including inventory control, stock takes, and the receiving and issuing of parts. Analyze parts consumption and inventory turnover rates to optimize stock levels and reduce obsolete inventory. Manage relationships with parts suppliers and track supplier performance. D.Administrative & Reporting Duties: Prepare and present regular reports to senior management on operational performance, KPIs, and budget adherence. Manage the operational budget for service departments, focusing on cost control and resource allocation. Develop and maintain Standard Operating Procedures (SOPs) for all service processes. 3. Qualifications & Experience Education: Bachelor's degree in Engineering, Business Management, or a related field. Significant relevant experience may be considered. A. Experience: Minimum of 3-5 years of experience in a service management role, preferably in the automotive, bicycle, micro-mobility, or a related technical consumer goods industry. Proven track record of managing both customer-facing (call center) and back-office/workshop teams. Demonstrated experience in spare parts inventory management and supply chain processes. B. Technical Skills: Strong technical troubleshooting and problem-solving abilities with mechanical/electrical products. Proficiency in using inventory management (ERP) systems, CRM software, and the Microsoft Office suite. Familiarity with process improvement methodologies like Six Sigma or Lean is advantageous. 4. Key Competencies Leadership & Team Management: Ability to inspire and lead a diverse technical and support team. Customer Focus: A strong commitment to delivering world-class customer service and resolving issues effectively. Analytical Thinking: Excellent data analysis skills to drive decision-making and continuous improvement. Communication: Outstanding verbal and written communication skills for interacting with customers, team members, and senior management. Organizational Skills: Superior ability to manage multiple priorities, budgets, and projects in a fast-paced environment. Language requirement: English,Mandarin