Service Manager
vor 2 Monaten
About the Role
We are seeking a highly skilled Service Manager to lead the in-field service of all hardware and software systems of SOLUM Electronic Shelf Label (ESL) across multiple retail projects. As a key member of our Service team, you will be responsible for ensuring the efficient and effective delivery of our services to our clients.
Your Responsibilities
- Provide ESL on-site services, pre-installation preparation, installation planning, installation service for hardware and infrastructure, maintenance, setup of the entire electronic shelf label system to after service management.
- Manage the onsite service team in Germany and tender, set-up and manage sub-contractors for nationwide / European-wide On-site services for our Key Account customers.
- Manage all required technical equipment, components, and tools.
- Ensure that all customer requests or technical escalations (internal and external) are professionally handled, scheduled, and acted on.
- Cooperate closely with our repair center and enhance the ongoing quality of the process, such as the repair cycles, quality issues, RMA Handling & Software.
- Manage the service stock and optimize the usage of the stored parts and products.
- Support the sales team about the expected service costs based on customer's requirements.
- Set-up training plans and maintain the documents for service personnel and mentoring of the service team.
Your Qualifications
- Leadership quality: enthusiastic capacity, motivating team player, resilient, and reliable.
- Associates Degree or Job experience in Information technology, Electro-Mechanical, Supply Chain Management, Service Management, or a similar qualification.
- Several years of experience in Customer Service, Operations Management, IT Support, IoT, Electrical Technology, or similar solutions, ideally coupled with formal technical training.
- High affinity for safe usage of RMA & Repair management software, ERP & CRM software, and MS Office.
- Knowledge of IT infrastructure, embedded hardware and software.
- Experience in on-site training services and customer support, including all phases of post-sales engineering an advantage.
- Ability to work independently in a highly dynamic environment.
- Result-driven and change-oriented personality.
- Very good communication skills and ability to work within an international team, or assigned over different countries & regions.
- Time management - strong planning, leading, and organization skills to ensure the efficient workflow of our sub-contractors.
- Problem-solving and independent judgment skills.
- Demonstrated ability to accurately use a variety of precision measuring instruments and to read and understand complex engineering designs which include wiring schematics.
- Ability to travel up to 75% of the time to customer premises.
- Business fluent both in English and German.
- Driver's license.
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