Sr Service Manager

6 months ago


Shanghai, China Johnson Controls Full time

What you will do

Leading and managing the service department, ensuring efficient service delivery and customer satisfaction. Building and maintaining solid customer relationships, understanding their needs and providing personalized service solutions. Developing and implementing service strategies to enhance customer experience and meet service objectives. Monitoring service metrics and analyzing customer feedback to identify areas for improvement and implement corrective actions. Hiring, training and mentoring service staff, fostering a high-performance culture and promoting professional development. Acting as a point of escalation for complex customer issues, demonstrating good problem-solving skills and resolving conflicts in a professional and effective manner. Fostering a customer-centric culture within the service team, emphasizing empathy, professionalism and effective problem-solving. 

How you will do it

Lead and manage the service department, including staffing, training and performance management of service personnel. Establish and oversee premium service standards and procedures to ensure consistent and efficient service delivery. Monitor and evaluate the service team’s performance, providing regular feedback, coaching and recognition to drive individual and team excellence. Ensure timely and accurate completion of service requests, work orders and documentation, maintaining high attention to detail and quality. Monitor and analyze service metrics, such as response time, resolution rate and customer satisfaction and take proactive measures to drive continuous improvement. Collaborate with other departments to develop and implement strategies to improve customer satisfaction, increase service efficiency and achieve business objectives. Prepare and present regular reports to senior management on service performance, key metrics and improvement initiatives. Proactively identify opportunities for service improvement, recommending and implementing process enhancements, tools or technologies. Stay updated on industry trends, best practices and emerging technologies in the service field, continuously seeking opportunities to enhance knowledge and skills.

What we look for

Required

Bachelor’s or above degree 7+ years of experience in service management or a related role, with knowledge of service management principles, processes and best practices. Demonstrated success in customer service, handling complaints, budget management and effective marketing tactics. Knowledge of the HVAC/chillers/buildings service industry, service standards and applicable service regulations and labor laws in China. Proficiency in customer relationship management tools and software for tracking and monitoring service performance. Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with customers and internal stakeholders. Detail-oriented with a high level of accuracy in data analysis and reporting. Exceptional problem-solving and decision-making abilities, with a customer-centric approach to resolving service-related challenges. A commitment to delivering outstanding customer service and a passion for exceeding customer expectations.

Preferred

Experience in implementing service improvement initiatives and managing service quality standards. Familiarity with service management frameworks such as Six Sigma. Proven record of achieving service-related KPIs and customer satisfaction targets. Multilingual skills to communicate with a diverse customer base. Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment. Excellent leadership and people management skills. 

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