Service Manager

hace 2 semanas

Ciudad de México, Ciudad de México Fyte A tiempo completo
Service Manager – Mexico City

At Fyte Mexico, we are looking for a Customer Service Manager in Mexico City for a leading company in the premium home retail sector

The Overall obiective or Purpose of position
Deliver a great and consistent service experience to customers of the market in scope Manage and control the performance of service operations delivered by teams, Service Partners and vendors - in line with the defined quality (service levels) and within budget Align and budget service operations in line with the overall business objectives, standards and internal SLA with Regional CC and Regional PROF operations (in cluster: with Service Director)

What Responsibilities will you face?
Be responsible for E2E customer service processes and their associated customer experience including Service-to-Sales offering customers the full service portfolio as well as appliances and accessories & consumables Ensure applying best practice, develop continuous improvement plans and make recommendations based upon customer and team insight (e.g.

, insights and knowledge on the use of new tools and technologies:
e.g. remote service).

Ensure a yearly service business plan achieving a positive Service result while delivering the Service quality to customers (quality assurance, compliance, regulatory and legal obligations are met across all interactions) including an effective resource planning with full resource utilization and effective service demand coverage (cost efficiency).

Manage and control the day to day performance of the Service Business Support (incl. contact center activities).
Plan and align a SLA for services for PROF and deliver accordingly (stand-alone S-VG).
Engage with 3rd party service providers according to the Service Partner Program.
Be responsible for the recruitment, training, induction and coaching. Work closely with CSI, HR, and Training delivery teams.

Competencies/Skills for the position:

Education:

  • Basic technical degree and ideally a further higher education as Master Craftsman, Technical Merchant or Bachelor in Industrial Engineering or equivalent

Work experience:
5+ years business experience
2+ years experience in leading a service organization (or part of)
Experience in managing an operation through periods of significant change
Skills & Competencies required
Strong leadership capabilities, excellent communication skills Ability to engage and build relationship with RMDs, MDs and SDs across markets Superior ability to manage exteral vendors in a partnership program
Excellent written and oral communication in English

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