Ensure quality service by managing daily operations, and handling escalated customer issues.
Required skills and qualifications
Experience: Typically requires 2+ years of experience in a service technician role, with a proven track record.
Leadership: Robust leadership, interpersonal, and communication skills are essential for inspiring and guiding a team.
Problem-solving: Excellent conflict resolution and problem-solving abilities to handle complex and sensitive issues.
Technical proficiency: Knowledge of electronics, and other relevant productivity tools is often necessary.
Team management: Lead, train, and mentor a team of service representatives, including hiring and performance evaluations.
Operational oversight: Coordinate daily activities, delegate tasks,
and manage schedules to ensure workflow efficiency and adherence to company policies.
Customer relations: Act as a primary point of contact for escalated customer complaints and inquiries, ensuring timely and skilled resolution.
Performance monitoring: Track and analyze key performance metrics to identify trends and areas for improvement.
Process improvement: Develop and implement strategies, policies, and training programs to enhance customer satisfaction and service quality.