EndereçoHexagon is looking for a Service Manager that will be responsible for overseeing employees and daily operations within the field services and customer service department.
Their duties include creating customer service policies to help employees effectively communicate with customers over the phone, hiring and training Customer Service Representatives about company products or services and speaking with customers who have complex questions.
This role will be overseeing around 24 field service technicians and will focus on utilization rate, customer satisfaction and hitting important KPI metrics.
We need a hands on leader who is passionate about customer support and service, empowering their employees and is very people oriented.
The role is hybrid and is expected to work in office 3 days per week and from home 2 days. The role will have minimal travel at around 10% .
Room for advancement and nice perks included! It is a must that this person speak Fluent Portuguese and advanced English.
Responsibilities : - Delegating and directing service tasks, monitoring the progress of current projects, and managing service team members to ensure the team's objectives and sales goals are met.
- Handling customer complaints or concerns quickly and professionally to maintain good customer relationships - Assisting with or performing administrative tasks, such as managing and updating invoices, processing new orders, and tracking inventory.
- Monitoring department issues and client complaints to create methods to lessen recurring issues. - Auditing work and customer service to ensure the company's high standards, efficiency, and productivity goals are met.
- Maintaining strong relationships with manufacturers, dealers, and sales representatives. - Maintaining a strong working knowledge of industry regulations, restrictions, and laws, ensuring the company's adherence to these regulations, and remaining current on the industry's standards and new innovations, materials, tools, and processes.
