We are seeking a dynamic and customer-focused Service Manager to join our team. You will design and run a custom service experience department overseeing daily operations such as team coordination, client management, issue resolution, and service process improvement.
You will be responsible for building strong relationships with clients, ensuring customer satisfaction, and driving long-term value from our solutions. You will act as the main point of contact for our clients, helping them maximize their investment in our services while identifying opportunities for growth and improvement.
Key Responsibilities:Design and run a customer service experience department. Your primary goal will be to Diagnose -> Design -> Run, and upsell if possible.Oversee all service calls, preventive maintenance visits, and emergency responses.Ensure timely and high-quality resolution of service issues across systems like CCTV, access control, intercom, AV, and structured cabling.Act as the primary point of contact for customer inquiries, escalations, and account management.Develop and maintain strong relationships with clients, ensuring a high level of satisfaction.Serve as a trusted advisor to clients, understanding their business needs and aligning our solutions accordingly.Manage and work closely with internal teams to ensure seamless service delivery, including sales, technical support, and product development.Drive customer adoption, engagement, and retention by proactively addressing concerns and identifying opportunities for value addition.Conduct regular check-ins, performance reviews, and business strategy discussions with clients.Identify upsell and cross-sell opportunities, contributing to business growth.Monitor customer health metrics and implement strategies to improve customer experience.