Summary:

We are seeking a highly motivated and experienced Service Manager to oversee the delivery of exceptional customer service. The successful candidate will be responsible for managing a team of service professionals, ensuring that all customer inquiries and concerns are addressed in a timely and efficient manner, and maintaining high levels of customer satisfaction. They will also come with wide-format printing experience, in Roland DG products preferably.

Responsibilities:

• Manage technical services staff
• Ensure that members of staff are attending to their daily tasks as outlined in their respective job descriptions and meet their agreed KPIs.
• Managing and overseeing service delivery in-house or on-site;
• Providing technical and service support to partners and end users;
• Managing of customer technical needs;
• Overseeing service agents’ activities; Spare parts inventory control advice; liaise with RDG Japan on technical and strategic service issues;
• Warranty spare parts credit approval;
• Overall overseeing of the service activities and services provided;
• Review and analyse internal service processes;
• Provide strategic advice on service and warranty programmes;
• Budget preparation, tracking and Targets;
• Management of ongoing team training requirements and certification in accordance with Japanese KPI’s

Qualifications:

• Management skillsets with the ability to manage internal and external personnel
• Degree or similar in technical fields or relevant commercial or practical experience, with relevant Roland DG solutions knowledge desirable
• Knowledge of Electrical circuitry and or relevant certifications for working with 120+ volts
• 2+ years wide-format Printer experience
• 5+ years of experience in a service management role
• Technical organizational and problem-solving skills
• Strong leadership and management skills
• Customer service focused
• Excellent communication and interpersonal skills
• Ability to work collaboratively with other departments and stakeholders
• Strong problem-solving and decision-making skills
• Knowledge of relevant regulations and standards
• Ability to analyse and determine improvements by optimising workflows, and eliminating waste

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