Your target revolves around three key objectives:
1. Enhance customer satisfaction and elevate the companys service ratings and brand recognition continually.
2. Handle customer escalations effectively, serving as a point of escalation.
3. Recruit, train, and supervise service team members and Service Partners in optimal service practices.
To achieve these goals, focus on the following pivotal tasks:
Maintain high service standards, streamline communication, and establish expectations among clients, service partners, local operational and sales teams, as well as regional and headquarters personnel.
Oversee project management for commissioning services.
Lead Field Service Team activities on and offsite for failure research and corrective maintenance.
Define, document, and consistently apply operational procedures, processes, and practices.
Conduct quality reviews of technicians' work to ensure compliance with established standards.
Collaborate with EMEA Service Management to enhance overall activities.
Negotiate and manage customer contracts, particularly Service Level Agreements (SLAs).
Provide support and propose service solutions as the primary point of contact for company customers.
Undertake on-call and service duties as needed.
Assist the Sales team by actively participating in exhibitions.
Ensure current and future service contracts and agreements have updated documentation and processes.
Demonstrate knowledge and adherence to health and safety guidelines, ensuring team members comply with regulations.
Education as Electrical Technician or Electrical Engineer.
Natural-born leader with a positive attitude, who is able to teach, willing to learn and take direction.
Able to excel in a high-pressure environment always using good judgment and strong decision-making skills.
Several years experience working in a similar function.
Experience in working with contracts and contract negotiations.
Experience in establishing processes.
Basic Project management skills.
Hands on and onsite experience.
Experience with H&S regulation of the country.
Language Package: Hebrew High level and English at least C1.
Soft skills for Interactivities between different departments and cultures; troubleshooter & problem solver.
Willing to take ownership and responsibility.
Willing to travel, national / International.
