Field Service And Customer Care Manager

JOB PURPOSE/MISSION:

· Support digitalisation of the Helpdesk and Field Services

· Implement field service and customer care centre strategy in Indonesia

· Deliver hardware-related services to customers within SLA

· Maintain strong relationships with customers, suppliers, and service providers

· Responsible for achieving revenue targets and cost efficiency.

· Lead a local team to the best productivity

· Collaborate with the As-A-Service team to implement Group strategy in hardware Service

Key Responsibilities:

Field Services Delivery:

• Provide resource and capacity management for specific issues or servicing opportunities
• Implementation and identification of field operational solutions, processes and tools utilized in the field servicing with the aim of enhancing operational effectiveness
• Manage the outsourcing partners for services, define and execute outsourcing strategy to balance service levels with costs and liabilities
• Successful field servicing delivery - SLA achievement and high level of customer satisfaction
• Manage the development process of new service offerings from concept to active implementation
• Monitor productivity, efficiency and cost performance metrics
• Coordinate with marketing and sales to put in place a coherent industrial offering for services

Customer Care Management:

• Implements and manages remote and online support
• Maintains professional and technical knowledge by tracking emerging trends in care centre operations management
• Manage customer care centre operations and team aiming for maximum efficiency and cost-effectiveness
• Evaluate service performance with key metrics
• Determines care centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis
• Hire, coach and provide training to personnel to maintain high customer service standards

Financial Responsibilities:

• Reduce costs and streamline processes without adversely impacting the client experience
• Estimating operational requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions
• Provides profit & loss statement reporting
• Ensure delivery processes are efficient and cost-effective
• Ensure revenue targets are met

Team Management:

• Facilitate training and continuous development initiatives to build both internal and external skilled and high-performing team

COMPETENCY SPECIFICATION

Core Competencies:

· Experience in field servicing for manufacturing and payment industry products

· Experience as call centre manager or similar position

· Knowledge of performance evaluation and customer service metrics

· Tech Savvy, experience with remote/online support (chatbot, digital tool implementation…)

· Resource and Capacity Management

· Asset and Stock Management

· Planning and Organising

· Capable of handling multi tasks

· Result oriented

Functional competencies:

· Excellent organizational and leadership skills with a problem-solving ability

· Experience in customer service is required

· Excellent in communication skills

· Self-Management

Languages (good level required / advantage):

· English

· Bahasa

Management Ability / Education Qualifications / Experience Requirements: (List minimum qualifications and experience required for the role)

· Candidates must possess at least a Bachelor’s/College degree in any of the following fields

o Operations Management

o Industrial Engineering

o Business Management & Administration

· Minimum 5-8 years’ experience in Operations Management and Field Service-related industry.

· Proficient in MS Office and call centre equipment/software programs