service manager resume summary

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Customer Service Manager Resume Examples: Proven To Get You Hired In 2024

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• Customer Service Manager
• Customer Relations Manager
• Operations Manager

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• Customer Service Manager Resume Tips

Customer Service Manager Resume Template

Download in google doc, word or pdf for free. designed to pass resume screening software in 2022., customer service manager resume sample.

The customer service manager is an integral role on any customer-facing team. Customer service managers can work in a variety of industries. They are responsible for leading the customer service team, ensuring customer ratings are trending positively, revamping customer service protocols, training new staff, and more. To become a customer service manager, you’ll need some critical soft skills and experience. Generally, hiring managers will look for a candidate with a minimum of an associates degree in business, communications, or another related field. However, those with a high school diploma could be considered if they have a lot of experience. Previous customer service and support experience is required to land this role. Candidates should be comfortable working face-to-face with customers, excellent problem solvers, and goal oriented.

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Recruiter Insight: Why this resume works in 2022

Tips to help you write your customer service manager resume in 2024,    highlight your leadership skills.

As a customer service manager, you will train and guide junior-level customer service staff. For this reason, you should highlight your ability to mentor and lead others. Maybe you volunteer with tutoring teens, or maybe a previous job has asked you to step up as a leader. In any case, all leadership experience you have should be clearly highlighted on your resume.

   Showcase your experience improving customer service metrics

Metrics are very important benchmarks to understand in customer service. As the customer service manager, you will be asked to help improve your team’s metrics, like customer satisfaction or NPS. For this reason, it’s important to show off any experience you have improving a team’s numbers or helping a team meet a new goal.

When applying for a customer service manager role, keep in mind what differentiates a manager from a representative. A customer service manager must not only be adept at prioritizing customer satisfaction and needs, but also at strategizing and implementing operational improvements to ensure a smooth and painless customer journey. They should be confident in leadership roles and understand how to manage and motivate a team of customer service representatives. This resume highlights the applicant’s experience in exactly those areas.

   Leadership-oriented work experience, essential for customer service managers

Customer service managers aren’t simply managing customers -- they’re also managing a team of representatives and ensuring that they function like a well-oiled machine. If you’re applying for a customer service manager level role, it’s important to call attention to your capacity for leading such a team. This applicant does so in the bullet points of their work experience and also includes quantifiable metrics, noting that they enhanced team performance and increased team efficacy rate by 15%, with higher job satisfaction reported amongst staff.

   Detailed bullet points with measurable results, using metrics core to customer support

When applying to a senior level role such as this one, you should make sure to convey the impact of your contributions in your work experience. This applicant has numeric metrics in practically every line of their work experience, with detailed descriptions of their role and responsibilities in organizing, enhancing, or facilitating customer satisfaction (e.g. providing 7 innovative ideas, 3 of which are implemented and successful; organized meetings...with a 95% success rate on new client projects)

Customer Relations Manager Resume Sample

Operations manager resume sample.

As a career coach and hiring manager who has worked with companies like Amazon, Zappos, and Zendesk, I've seen firsthand what makes a great customer service manager resume stand out. The following tips will help you craft a compelling resume that showcases your skills and experience in the best possible light.

   Highlight your leadership experience

Employers want to see that you have experience leading and managing teams. Use specific examples to demonstrate your leadership skills:

• Led a team of 15 customer service representatives, resulting in a 20% increase in customer satisfaction scores
• Implemented a new training program that reduced average call handle time by 30 seconds
• Coached and mentored 5 junior team members, resulting in 2 promotions within 6 months

Avoid generic statements that don't provide any real insight into your abilities:

• Managed a team of customer service representatives
• Responsible for training and development

   Emphasize your problem-solving skills

Customer service managers are often faced with complex problems that require creative solutions. Use your resume to showcase your problem-solving abilities:

• Developed a new escalation process that reduced customer complaints by 25%
• Identified and resolved a recurring issue with the company's CRM system, saving an estimated $10,000 per month in lost productivity
• Created a troubleshooting guide for common customer issues, reducing average handle time by 2 minutes

Avoid vague statements that don't demonstrate your impact:

• Handled customer complaints and issues
• Troubleshot technical problems

   Quantify your achievements

Whenever possible, use numbers and metrics to quantify your achievements. This helps employers understand the impact you've had in your previous roles:

• Increased customer retention rate from 75% to 90% over a 6-month period
• Reduced average call wait time from 5 minutes to 2 minutes, resulting in a 15% increase in customer satisfaction scores
• Implemented a new upselling strategy that increased revenue by $500,000 annually

Avoid using subjective or vague language to describe your accomplishments:

• Significantly improved customer satisfaction scores
• Greatly reduced call wait times
• Substantially increased revenue through upselling

   Tailor your resume to the job description

Every company has different needs and priorities when it comes to customer service. Tailor your resume to the specific job you're applying for by highlighting the skills and experience that are most relevant:

• If the job description emphasizes technical support skills, focus on your experience troubleshooting complex issues and working with various software systems
• If the company values customer retention, highlight your success in reducing churn rates and increasing customer loyalty
• If the role requires managing a large team, emphasize your leadership experience and ability to coach and develop others

Avoid using a generic, one-size-fits-all resume that doesn't speak directly to the company's needs:

Customer service professional with 10+ years of experience managing teams and improving customer satisfaction. Skilled in problem-solving, communication, and leadership.

   Showcase your industry knowledge

Employers want to know that you understand their business and the challenges they face. Use your resume to demonstrate your knowledge of the industry and how you've applied it in your previous roles:

• Implemented a new customer feedback system based on best practices from the retail industry, resulting in a 20% increase in survey response rates
• Developed a training program for new hires that incorporated the latest research on effective communication techniques in the healthcare industry
• Created a set of customer service standards based on benchmarks from top-performing companies in the technology sector

Avoid using generic language that could apply to any industry:

• Improved customer satisfaction through effective communication and problem-solving
• Trained new hires on company policies and procedures

   Highlight your soft skills

While technical skills are important for customer service managers, soft skills are equally critical. Use your resume to showcase your ability to communicate effectively, lead teams, and build relationships:

• Collaborated with cross-functional teams to develop and implement a new customer onboarding process, resulting in a 25% increase in customer retention
• Mediated conflicts between team members and customers, resulting in a 90% resolution rate and improved team morale
• Built strong relationships with key stakeholders across the organization, resulting in increased support for the customer service department and its initiatives

Avoid using cliched or overused phrases to describe your soft skills:

• Strong communication skills
• Team player
• Detail-oriented

By following these tips and showcasing your skills and experience in a compelling way, you'll be well on your way to landing your next customer service manager role.

Writing Your Customer Service Manager Resume: Section By Section

  summary.

While a resume summary is optional, it can be a powerful way to introduce yourself and highlight your most relevant qualifications for a customer service manager position. A well-crafted summary can grab the attention of hiring managers and showcase your unique value proposition. However, it's crucial to avoid using an objective statement, as they are outdated and fail to focus on what you can offer the company.

When writing your summary, tailor it specifically to the customer service manager role and the company you're targeting. Emphasize your key strengths, experiences, and achievements that align with the position's requirements. Keep it concise, typically no more than 3-4 sentences, and make sure it complements rather than repeats information already present in other sections of your resume.

To learn how to write an effective resume summary for your Customer Service Manager resume, or figure out if you need one, please read Customer Service Manager Resume Summary Examples , or Customer Service Manager Resume Objective Examples .

1. Highlight your customer service expertise

Your summary should showcase your expertise in customer service and how it aligns with the manager position. Consider the following examples:

• Customer service professional with 5+ years of experience in various industries
• Experienced in handling customer complaints and resolving issues

While these examples mention customer service experience, they lack specificity and fail to demonstrate leadership skills. Instead, try something like:

• Customer service leader with 5+ years of experience managing teams in fast-paced call center environments
• Proven track record of implementing training programs that increased customer satisfaction ratings by 20%

By highlighting your leadership experience and quantifiable achievements, you show that you have the skills necessary to excel as a customer service manager.

2. Tailor your summary to the company's needs

To make your summary more impactful, research the company and tailor your statement to their specific needs and values. For example:

Customer service manager with 7+ years of experience seeking a challenging role in a fast-paced environment. Skilled in training, coaching, and motivating teams to exceed performance goals.

While this summary mentions relevant skills, it feels generic and could apply to any customer service manager position. Instead, consider tailoring it to the company:

Customer-centric leader with 7+ years of experience seeking to leverage expertise in training and continuous improvement to contribute to [Company Name]'s mission of providing exceptional support. Proven ability to motivate teams, optimize processes, and exceed performance goals, resulting in a 15% increase in customer retention.

By mentioning the company's name and mission, as well as highlighting a specific achievement that aligns with their goals, you demonstrate a genuine interest and show how you can add value to their organization.

  Experience

Your work experience section is the core of your resume. It's where you show hiring managers what you've accomplished and what makes you a great fit for the role. In this section, we'll break down everything you need to know to write a strong work experience section on your customer service manager resume.

1. Focus on your customer service achievements

Many job seekers make the mistake of simply listing their job duties and responsibilities in their work experience section. While this gives hiring managers an idea of what you did in your previous roles, it doesn't tell them how well you performed or what kind of results you achieved.

To make your resume stand out, focus on highlighting your accomplishments and the impact you made in each role. Quantify your achievements whenever possible, using metrics such as:

• Increased customer satisfaction ratings by 25% within 6 months
• Reduced average call handling time by 20% through process improvements
• Trained and mentored a team of 15 customer service representatives

2. Use strong, industry-specific action verbs

When describing your work experience, use strong action verbs that are specific to the customer service industry. This helps hiring managers quickly understand the scope of your responsibilities and the impact you made in each role.

Examples of strong action verbs for a customer service manager resume include:

• Implemented
• Streamlined

Avoid using generic or overused verbs like "helped" or "assisted". Instead, choose verbs that paint a clear picture of your contributions and leadership abilities.

3. Tailor your experience to the job description

One of the biggest mistakes job seekers make is using the same generic resume for every job application. To increase your chances of landing an interview, it's important to tailor your resume to each specific job you apply for.

Start by carefully reading the job description and noting the key skills, qualifications, and experience the employer is looking for. Then, look for ways to highlight your relevant experience and accomplishments in your work experience section.

Customer Service Manager, ABC Company Responsible for managing a team of customer service representatives. Handled customer inquiries and complaints. Trained new hires.

While this example lists some relevant responsibilities, it doesn't provide any context or highlight the candidate's specific contributions. Here's a better example:

Customer Service Manager, ABC Company Led a team of 20 customer service representatives, implementing new training programs that increased customer satisfaction ratings by 30%. Streamlined processes to reduce average call handling time by 25%. Collaborated with cross-functional teams to develop and launch a new customer loyalty program.

4. Highlight your career progression

As a customer service manager, hiring managers want to see that you have a track record of growth and advancement within the field. If you've held multiple positions or received promotions within the same company, make sure to highlight this in your work experience section.

One way to do this is by grouping your experience under each company, with your most recent position listed first. For example:

ABC Company Senior Customer Service Manager (2018-Present) - Achievements/responsibilities Customer Service Manager (2016-2018) - Achievements/responsibilities Customer Service Representative (2014-2016) - Achievements/responsibilities

This format makes it easy for hiring managers to see your career progression and understand how you've grown and developed within the customer service field.

  Education

The education section of your customer service manager resume should be concise yet impactful. It's an opportunity to showcase your relevant academic background and certifications that qualify you for the role. Here are some key tips to keep in mind when writing this section:

1. Put education at the top if you're a recent grad

If you've graduated within the last few years and your education is your strongest qualification, place the education section above your work experience. This is especially important if you have limited professional experience in customer service management.

Here's an example of how to format your education when you're a recent graduate:

Bachelor of Science in Business Administration University of Arizona, Tucson, AZ Graduation Date: May 2022 GPA: 3.8/4.0 Relevant Coursework: Customer Relationship Management, Service Operations Management, Business Communications

2. Keep education brief if you're a seasoned professional

For customer service managers with several years of work experience, the education section should be concise. Hiring managers will be more interested in your professional accomplishments than your academic background.

Here are some examples of what not to include:

• High school diploma if you have a college degree
• Graduation dates if they were more than 10 years ago
• Irrelevant coursework or extracurricular activities

Instead, focus on your degree, university, and any relevant certifications:

MBA, Marketing Concentration Georgetown University B.A., Communications University of Michigan

3. Include relevant certifications in customer service

In addition to your formal education, include any professional certifications you've earned that are relevant to customer service management. These can demonstrate your expertise and commitment to the field.

Some examples of relevant certifications include:

• Certified Customer Service Professional (CCSP)
• Call Center Management Certification
• Certified Client Service Specialist (CCSS)

If you have multiple certifications, consider creating a separate "Certifications" section to keep your education section streamlined.

  Skills

The skills section of your resume is where you highlight your top abilities that are relevant to the customer service manager role. It's an opportunity to show the hiring manager, at a glance, that you have the right mix of skills to excel in the position.

Many companies today use Applicant Tracking Systems (ATS) to automatically scan resumes for specific skills they're looking for. Tailoring your skills section to include relevant keywords from the job description can help your resume pass through these filters and land on the hiring manager's desk.

1. Identify key customer service skills

Before you start listing your skills, take a close look at the job description. Make a list of the key skills and qualifications the employer is looking for in a customer service manager.

Some common customer service manager skills include:

• Customer service
• Team leadership
• Conflict resolution
• Problem-solving
• Communication
• Time management
• CRM software (e.g. Salesforce, Zendesk)

Once you have your list, match your own skills and experiences to the ones the employer is seeking. These are the skills you'll want to highlight in your skills section.

2. Categorize your skills

To make your skills section easy to scan, consider grouping your skills into categories. This helps the hiring manager quickly see that you have the right mix of skills for the role.

For example, you might have categories like:

• Customer Service : Conflict resolution, empathy, active listening
• Leadership : Team management, coaching, performance reviews
• Technical : Zendesk, Salesforce, Microsoft Office

Grouping related skills together paints a clearer picture of your overall skill set and makes your resume more impactful.

3. Focus on hard skills over soft skills

While soft skills like communication and problem-solving are important for customer service managers, your skills section should primarily focus on your hard skills. These are the specific, teachable abilities you have that qualify you for the role.

Skills: Communication, leadership, hardworking, dedicated, problem-solving, detail-oriented

The example above is full of overused, generic soft skills that don't really tell the hiring manager anything about your actual qualifications. Instead, focus on listing concrete skills, tools, and knowledge areas:

Skills: Customer Service : Complaint resolution, customer retention, upselling Leadership : Performance reviews, coaching, team building Technical : Zendesk, Salesforce, Hootsuite, Google Analytics

4. Be specific and use industry terms

The more specific you are with your skills, the more convincing you'll be as a candidate. Use industry-specific terminology where appropriate to show your domain knowledge.

For example, instead of just listing 'data analysis', get more granular:

• Customer satisfaction metrics
• Net Promoter Score (NPS)
• Average handle time (AHT)
• First call resolution (FCR)

Using terms that are common in the customer service industry signals to the hiring manager that you understand the field and would need less training to get up to speed.

Skills For Customer Service Manager Resumes

Here are examples of popular skills from Customer Service Manager job descriptions that you can include on your resume.

• Troubleshooting

Customer Service

• Salesforce.com
• Technical Support
• Social Media
• Customer Relationship Management (CRM)
• Microsoft Access
• Contact Centers

Skills Word Cloud For Customer Service Manager Resumes

This word cloud highlights the important keywords that appear on Customer Service Manager job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more likely you should include it in your resume.

How to use these skills?

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Resume Guide: Detailed Insights From Recruiters

• Customer Service Resume Guide & Examples for 2022

Improve your Customer Service Manager resume, instantly.

Use our free resume checker to get expert feedback on your resume. You will:

•  Get a resume score compared to other Customer Service Manager resumes in your industry.

•  Fix all your resume's mistakes.

•  Find the Customer Service Manager skills your resume is missing.

•  Get rid of hidden red flags the hiring managers and resume screeners look for.

It's instant, free and trusted by 1+ million job seekers globally. Get a better resume, guaranteed .

Customer Service Manager Resumes

• Template #1: Customer Service Manager
• Template #2: Customer Service Manager
• Template #3: Customer Service Manager
• Template #4: Customer Relations Manager
• Template #5: Operations Manager
• Skills for Customer Service Manager Resumes
• Free Customer Service Manager Resume Review
• Other Administrative Resumes
• Customer Service Manager Interview Guide
• Customer Service Manager Sample Cover Letters
• Alternative Careers to a Customer Support Representative
• All Resumes
• Resume Action Verbs

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Service Manager Resume Examples (Template & 20+ Tips)

Create a standout service manager resume with our online platform. browse professional templates for all levels and specialties. land your dream role today.

Are you looking for a Service Manager position and need help creating a standout resume? Look no further! Our Service Manager Resume Example article provides a comprehensive guide on how to effectively showcase your skills, experience, and accomplishments in the service management field. Whether you're a seasoned professional or just starting out, our resume example will help you land that perfect Service Manager role.

We will cover:

• How to write a resume , no matter your industry or job title.
• What to put on a resume to stand out.
• The top skills employers from every industry want to see.
• How to build a resume fast with our professional Resume Builder .
• Why you should use a resume template

What does a Service Manager do?

• Oversee the operations and performance of a service department
• Manage a team of service technicians and administrative staff
• Develop and implement service standards and procedures
• Handle customer inquiries and complaints
• Monitor and analyze service metrics to identify areas for improvement
• Coordinate with other departments to ensure seamless service delivery
• Conduct performance evaluations and provide training and development opportunities for staff
• Collaborate with leadership to set and achieve service department goals
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What are some responsibilities of a Service Manager?

• Manage a team of service technicians
• Ensure that service operations meet quality and efficiency standards
• Develop and implement service policies and procedures
• Monitor and analyze service performance metrics
• Collaborate with other departments to improve overall customer experience
• Provide training and guidance to service staff
• Manage inventory and equipment
• Oversee service scheduling and dispatching
• Conduct regular performance evaluations and provide feedback to service staff

Sample Service Manager Resume for Inspiration

Personal Details:

• Name: John Smith
• Email: [email protected]
• Phone: 123-456-7890
• Address: 123 Main St, City, State, Zip

John Smith is a highly experienced Service Manager with a proven track record of leading and managing service teams to deliver exceptional customer satisfaction. He is skilled in developing and implementing effective service strategies, optimizing operational processes, and fostering a positive team culture. John is adept at problem-solving and delivering results in high-pressure environments while maintaining a strong focus on customer needs and business objectives.

Work Experience:

Service Manager ABC Company, Anytown, USA January 2018 - Present

• Led a team of 15 service technicians and customer service representatives to provide timely and effective solutions for customer inquiries and technical issues
• Developed and implemented service improvement initiatives resulting in a 20% increase in customer satisfaction ratings
• Collaborated with cross-functional teams to streamline service processes and improve service delivery efficiency
• Bachelor's Degree in Business Management
• University of Anytown, Anytown, USA
• Graduated: May 2017
• Leadership and team management
• Customer service and satisfaction
• Process optimization and improvement
• Problem-solving and decision-making
• Effective communication and interpersonal skills

Certifications:

• Certified Service Manager (CSM)
• Project Management Professional (PMP)
• English (Native)
• Spanish (Conversational)

Resume tips for Service Manager

Creating a perfect, career-launching resume is no easy task. Following general writing rules can help, but it is also smart to get advice tailored to your specific job search. When you’re new to the employment world, you need Service Manager resume tips. We collected the best tips from seasoned Service Manager - Check out their advice to not only make your writing process easier but also increase your chances of creating a resume that piques the interest of prospective employers.

• Highlight your leadership and management experience
• Showcase your knowledge of customer service best practices
• Emphasize your ability to handle challenging situations and resolve conflicts
• Demonstrate your track record of improving service quality and customer satisfaction
• Include specific examples of successful service initiatives or projects you have led

Service Manager Resume Summary Examples

A Service Manager resume summary or objective provides a concise overview of the candidate's skills, experience, and career goals. This section helps hiring managers quickly understand the candidate's qualifications and how they can contribute to the organization. A well-crafted summary or objective can also demonstrate the candidate's passion and commitment to the service industry, making them stand out as a strong potential hire. For Example:

• Over 10 years of experience in service management
• Proven track record of successfully leading service teams
• Strong ability to prioritize and manage multiple projects
• Excellent communication and customer service skills
• Experienced in implementing process improvements to enhance service delivery

Build a Strong Experience Section for Your Service Manager Resume

The experience section is crucial for a service manager resume because it showcases the candidate's expertise, skills, and achievements in the industry. It helps the hiring manager understand the candidate's level of experience and the scope of their responsibilities in previous roles. A strong experience section can demonstrate the candidate's ability to effectively manage a team, handle customer complaints, and improve service quality, making them a more attractive candidate for the position. For Example:

• Successfully managed a team of 15 customer service representatives
• Developed and implemented training programs to improve customer satisfaction
• Coordinated with other departments to ensure seamless customer service delivery
• Utilized data analysis to identify and address customer service issues
• Managed customer complaints and devised solutions to improve customer retention
• Implemented new customer service strategies that resulted in a 20% increase in customer satisfaction
• Oversaw the implementation of a new customer relationship management (CRM) system
• Responsible for maintaining departmental budget and maximizing cost efficiency
• Conducted performance evaluations and provided ongoing training and development for staff
• Managed customer service operations for a large retail chain with over 50 locations

Service Manager resume education example

A Service Manager typically needs a bachelor's degree in business administration, management, or a related field. Additional qualifications or training in customer service, employee management, and technical skills may also be required. Many employers prefer candidates with previous experience in the service industry and may seek certifications related to service management or leadership. Continuous education and professional development are essential for staying current in this field. Here is an example of an experience listing suitable for a Service Manager resume:

• Bachelor of Science in Business Administration, XYZ University
• Certification in Service Management, ABC Institute
• Advanced Diploma in Customer Relationship Management, DEF College

Service Manager Skills for a Resume

Adding skills to a Service Manager resume is important as it showcases the candidate's ability to handle different aspects of service management, such as leadership, communication, problem-solving, and customer service. Including relevant skills helps recruiters and hiring managers assess the candidate's potential to oversee and improve service processes, manage a team, and maintain customer satisfaction. Soft Skills:

• Communication skills
• Problem-solving
• Time management
• Customer service
• Conflict resolution
• Adaptability
• Critical thinking
• Team Leadership
• Customer Satisfaction
• Workflow Management
• Inventory Control
• Performance Evaluation
• Technical Expertise
• Quality Assurance
• Budget Management
• Conflict Resolution
• Process Improvement

Common Mistakes to Avoid When Writing a Service Manager Resume

In this competitive job market, employers receive an average of 180 applications for each open position. To process these resumes, companies often rely on automated applicant tracking systems, which can sift through resumes and eliminate the least qualified applicants. If your resume is among the few that make it past these bots, it must still impress the recruiter or hiring manager. With so many applications coming in, recruiters typically give each resume only 5 seconds of their attention before deciding whether to discard it. Considering this, it's best to avoid including any distracting information on your application that could cause it to be thrown away. To help make sure your resume stands out, review the list below of what you should not include on your job application.

• Not including a cover letter. A cover letter is a great way to explain why you are the best candidate for the job and why you want the position.
• Using too much jargon. Hiring managers do not want to read a resume full of technical terms that they do not understand.
• Omitting important details. Make sure to include your contact information, educational background, job history, and any relevant skills and experiences.
• Using a generic template. Take the time to customize your resume to the job you are applying for. This will show the employer that you are serious about the position.
• Spelling and grammar errors. Always double-check your resume for typos, spelling mistakes, and grammar errors.
• Focusing too much on duties. Make sure to include accomplishments and successes to show the employer that you are a great candidate.
• Including personal information. Avoid including any personal information such as age, marital status, or religious beliefs.

Key takeaways for a Service Manager resume

• Strong leadership and team management skills
• Proven track record of successfully improving customer satisfaction
• Experience in developing and implementing service strategies
• Ability to handle escalated customer issues and resolve them effectively
• Excellent communication and interpersonal skills
• Proficiency in using CRM and service management software
• Expertise in analyzing service metrics and KPIs to drive performance improvements
• Demonstrated ability to optimize service delivery processes for efficiency and cost-effectiveness
• Strong problem-solving and decision-making abilities
• Proactive and customer-oriented approach to service management

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Service Manager Resume Examples & Writing Guide for 2024

A well-written service manager resume is the key that can unlock the door to the dynamic and exciting world of the automotive industry. Like a well-oiled machine, it should run smoothly, delivering all the necessary information employers are seeking, at a glance. And with this guide, packed with practical tips, detailed examples, and real-life resume samples, will help you achieve just that.

This comprehensive guide is designed to equip you with the knowledge, insights, and practical advice required to revamp your resume , leaving your competition in the dust.

In the course of this guide, we’ll focus on:

• Formatting your service manager resume
• Crafting a strong resume summary or resume objective
• Selecting the best service manager skills for your resume
• Making your service manager work experience stand out
• Effectively listing your education on a resume
• Selecting relevant extra sections
• Average salary and outlook for automotive service managers
• Accessing top resources for job-seekers in automotive industry 

Oh, and if you want to turn your LinkedIn profile into a resume with just one click, we've got you covered.

1. How to properly format your automotive service manager resume

Effective formatting is crucial for your resume as it organizes your information and makes it easily digestible for employers. 

There are three main types of resume formats to consider:

• Chronological resume format: This is a widely used format where your work experience is presented in reverse chronological order, starting with the most recent position. It often suits those who have a continuous career path in the car industry, as it clearly shows their consistent professional growth.
• Functional resume format: This format highlights your skills and qualifications over chronological work history. It's particularly useful for candidates with a diverse range of jobs or significant gaps in their employment history. The focus here is primarily on the specific skills that make you a fit for the automotive service manager position.
• Hybrid resume format: The hybrid format offers a blend of both the chronological and functional formats. It highlights your skills and qualifications and also illustrates your work history in reverse chronological order. This format can work well for those with a combination of job experiences across various fields and particular skills within the car industry.

Each resume format has its pros and cons, but you need to choose one that makes your experience and skills shine. The goal is to make your information easy to read, so employers can see why you're perfect for the service manager job.

Try our AI Resume Writer and have your resume ready in minutes!

2. how to craft a strong resume objective or summary.

Whether you're a seasoned mechanic or just revving your engines to enter the car industry, your resume summary or objective sections are the pit stops where you can make a lasting impression. 

It's not just about listing skills. It sets the stage for what follows and often decides whether the hiring manager will continue reading or move onto the next applicant. 

Here's the difference between the two, and how to use each:

Resume summary: This concise paragraph offers a quick glimpse into your career journey and valuable skills. If you're an experienced professional looking to secure that service manager role, here's what a compelling summary should include:

• The job title you're aiming for, e.g., Automotive Service Manager
• The key skills you've gained in your career that fit this role
• Your significant achievements in your previous jobs

Incorrect service manager resume summary example

I have managed many people and worked in cars for more than 10 years. I'm looking for an exciting role in managing car services.

Correct service manager resume summary example

Automotive Service Manager with a decade of experience in leading teams and improving the efficiency of operations. Successfully implemented strategies that increased customer satisfaction by 30%.

Why is it correct? It showcases specific skills (team leadership, efficiency enhancement) along with measurable achievements (30% higher customer satisfaction), helping hiring managers understand the candidate's abilities and impact.

Resume objective: A resume objective is a statement of your career goals. This is great for newcomers to the industry or people changing careers. It should express:

• The job role you're applying for 
• Relevant skills you bring to the table
• How you plan to use these skills to benefit your prospective employer

Incorrect service manager resume objective example

I've just started learning about cars but I'm ready for the challenge of starting my career as an Automotive Service Manager.

Correct service manager resume objective example

Automotive Technology Graduate with strong customer service skills seeking an Automotive Service Manager role. Aiming to use my knowledge of vehicle repair and maintenance to improve customer satisfaction and boost team performance.

Why is it correct? This objective precisely states the candidate's qualifications (Automotive Technology Graduate, customer service skills) and profiles how these qualifications can be incorporated to enhance business outcomes (improve customer satisfaction, boost team performance).

Whether you write a resume summary or objective, be sure it's relevant and paints a compelling picture of why you are a solid match for an automotive service manager role.

3. How to choose the best service manager skills for your resume

The skills section should offer a snapshot of your service management abilities relevant to the job. Imagine it as your personal tool kit — it showcases the tools, or skills, you've got under the hood. In other words, it's about your hard and soft skills .

Think of hard skills as the technical stuff you've learned through education, training, or experience that you can apply directly to the job. 

The best hard skills for your automotive service manager resume

• Automotive diagnostics and repair
• Knowledge of auto-parts
• Inventory management
• Proficiency in AutoMaster and CARFAX
• Customer relationship management
• Understanding of automotive safety guidelines

Soft skills , on the other hand, are your people or interpersonal skills. They're not about what you do, but how you do it — your personality traits, or how you interact with others. 

The best soft skills for your automotive service manager resume

• Stellar communication skills
• Strong leadership abilities
• Excellent customer service 
• Problem-solving capabilities
• Flexibility and adaptability
• Time management
• Ability to work under pressure

And remember that  the skills appearing in the job post are the employer's wish list. If you see it there, and you've got it, make sure it's upfront and center in your skills section. Not only does it show you've got what it takes, but it also proves that you're matching your qualifications to their needs.

Find out your resume score!

4. How to craft your service manager work experience and key projects section

The work experience section is clearly the engine of your resume — it powers your case to the potential employer. For an automotive service manager position, there are a few key elements you should highlight in this section:

• Highlight achievements: Instead of listing every duty you had, focus on what you accomplished in those roles.
• Use metrics: Numbers help illustrate the impact you made in your past jobs. Give specific numbers if you can.
• Include relevant keywords: Use terms that resonate with the service management job description to catch the eye of both hiring managers and automated applicant tracking systems (ATS) .
• Detail key projects: This is where you can really shine. Highlight specific projects you've led or contributed significantly to, especially those with measurable outcomes.

Incorrect service manager work experience and key projects example

Automotive Service Manager at AAA Cars, 2016-2020

• Managed the service team
• Responsibly handled customer complaints
• Met deadlines for servicing

Key project

• Led the implementation of an automated scheduling system.

Correct service manager work experience example

• Led a team of 10 automotive technicians, improving overall team productivity by 25%.
• Implemented a customer feedback system, reducing customer complaints by 30%.
• Consistently achieved 100% on-time completion of all scheduled services.
• Led the implementation of an automated scheduling system, improving service delivery by 25% and achieving 100% of service deadlines.

Why is it correct? This candidate clearly outlines their main roles, but more importantly, they highlight the improvements they made in those roles. They provide specific numbers to quantify their success, giving the hiring manager a clear idea of their capabilities. They also included key terms such as 'led', 'implemented', and 'achieved', which might be the exact keywords the employer is looking for.

In a nutshell, a standout work experience section requires more than just a list of your previous duties. Including targeted achievements and quantifiable results will help show potential employers that you could be a valuable addition to their team.

5. How to list your education on a service manager resume

The education section, while often straightforward, still holds the potential to set you apart. Let's talk about what you should include in your service manager education section and how to amplify it to your advantage.

Start with your highest degree first. Include:

• The name of the degree
• The institution you attended
• The years you were there
• Relevant courses (optional)
• Extracurricular activities (optional)

If you've got relevant courses outside of your degree, it's a good idea to include them. This could be anything from a workshop on customer service to a certification in automotive technology.

If you excelled in your studies (like making the Dean's list), or you were part of relevant extracurricular activities or organizations, mention it.

If your education doesn't directly relate to automotive service management, all hope is not lost. During your time in school, you've likely gained skills that can be applied to the job, like team leadership, time management or problem-solving. Mention these transferable skills under each degree, making sure to relate them back to the job description.

Directly relevant education section example

Bachelor of Automotive Management 

Ferris University, 2015-2019

• Graduated with Honors
• Completed a customer service internship at Fast Cars Service
• Relevant Coursework: Automotive Parts Management, Leadership in Automotive Service

Here, the candidate has mentioned their coursework, their honors distinction, and also their relevant internship.

Non-directly relevant education section example

Bachelor of Business Administration

State University, 2010-2014

• Phi Beta Kappa Society Member 
• Transferable Skills: Leadership (led a class project of 5 students), Problem-solving (developed a new strategy for fundraising for a student organization)

Here, the candidate doesn't have a degree in a directly relevant field, but they've highlighted transferable skills that would make them a great fit for the automotive service manager role.

In short, your education section is more than just your degree. It's an opportunity to highlight relevant courses, achievements, and transferable skills that will make you an asset to the company.

6. How to select relevant extra sections for your service manager resume

Extra sections in your service manager resume might seem optional, but they can play a pivotal role in your job-winning strategy. 

Choosing relevant extras depends on a deep understanding of what sets you apart from other candidates . The ideal ones provide insight into your character, competencies and commitment to the profession, showcasing that you bring more to the table than just the basic qualifications.

Start by reflecting on your qualifications that match the typical requirements for an automotive service manager.

• Does your second language enable you to communicate with a larger customer base?
• Does an external training course you attended offer an insight into enhanced customer service strategies?
• Are you a member of a well-respected automotive association that illustrates your commitment to the industry?

Here are some extra sections that might make your resume stand out:

• Certifications and licenses: If you have any relevant certifications such as the Automotive Service Excellence (ASE) certification, this section shines a spotlight on your commitment to ongoing learning and industry standards. And it's a solid proof of your knowledge and expertise in the field.
• Professional affiliations: If you're a member of a professional organization like the Automotive Service Association, add it. It shows that you're engaged with the broader industry and likely up-to-date on the latest trends and insights.
• Awards and accolades: If you've received any awards related to your work — such as a 'Best Customer Service' award — do put them in. It showcases your exceptional performance and distinguishes you from other candidates.
• Languages: If you're fluent in languages other than your native tongue, it can highlight your capability to communicate with a wider customer base.

Here are some examples of how to list extra sections on your resume

Certifications

• Automotive Service Excellence (ASE) Certification, 2019
• Advanced Diagnostic Techniques Certificate, ABC Technical Institute, 2018

Professional affiliations

• Member, Automotive Service Association, 2017-Present
• Spanish: Fluent
• Mandarin: Intermediate

7. Average salary and outlook for automotive service managers

As an automotive service manager in the making, you're setting your sights on a landscape rich with opportunities. Both job prospects and the financial outlook in this sector are encouraging.

Over the next decade, the automotive industry is set to shift into a higher gear. Job openings for automotive service managers are expected to accelerate , with a projected increase in demand of about 6% from 2018 to 2028 . This upward trend signals more opportunities to step into your desired role or advance in your career.

When it comes to financial rewards, automotive service managers can anticipate a competitive compensation package. On average, professionals in this role earn an annual salary of approximately $50,282 . 

However, keep in mind that this figure can vary based on several factors, including your location, level of industry experience, and the size of the business you're involved with.

In a nutshell, the career path of a service manager offers an exciting blend of growth-driven opportunities and a secure income. And so, it seems to be a future-forward choice on the fast track to success.

8. Top resources for job-seeking automotive service managers 

Now that you know how to make a persuasive service manager resume, it's time to get your hands dirty and start looking for job postings! But finding suitable work opportunities is everything but easy. You can start by searching through these resources: 

• Industry-specific job boards: Many platforms, such as Automotive News , Auto Job Central , or iATN Auto Pro Jobs list job openings in dealerships, auto repair shops, and related services, catering specifically to professionals in automotive service management. 
• Indeed: By filtering for automotive service management positions, Indeed can serve as a useful tool for finding opportunities across a wide range of locations and company sizes.
• LinkedIn : Again, use targeted search terms related to the automotive industry and service management, to discover job postings and opportunities for networking with industry professionals.
• Professional associations: Professional associations can offer you many useful resources, including job listings, access to specialized publications, training and certification, just to name a few. Consider joining, for example, the Automotive Service Association (ASA), the Institute of the Motor Industry (IMI), or the Auto Care Association .  
• Certifications: Adding new certifications to your resume can boost your chances on the job market. Apart from acquiring new knowledge, they also showcase your desire to keep learning and developing professionally. You can look at certifications offered by the Automotive Service Excellence (ASE), the MTA Institute , or the British Columbia Institute of Technology (BCIT). 
• Courses: You can also further your education and gain new skills with courses offered by online platforms, such as TAFE Courses , Coursera , edX , or Udemy .

Please, remember that the process of job search is more of a marathon than a sprint. It can take months on months until you finally find a job opportunity that fits the bill. So, make sure that your resume and cover letter are ready to impress even the most demanding recruiters.

Service Manager Resume FAQ

How often should i update my automotive service manager resume.

You should update your resume anytime you gain new skills, experiences or accomplishments. However, as a rule of thumb, it's wise to review and update your resume every six months.

Should I include hobbies in my automotive service manager resume?

Only include hobbies if they add significant value or draw interesting parallels to the desired role. For instance, if you are part of a car restoration club in your spare time, it may be worth mentioning.

How many pages should my automotive service manager resume be?

A resume should ideally be one page long. However, with extensive experience, it can extend to two. Remember, the goal is to provide a concise overview, not a detailed life story.

Should I include every job I've ever had on my resume?

No. Your resume should only include positions that are relevant and highlight skills that apply to the automotive service manager role you're applying for.

Can I use the same resume for every automotive service manager job application?

While the bulk of your resume might remain similar, it's advisable to tailor each application to fit the specific job description. Highlighting different aspects of your skills and experience to match various job requirements can increase your chances of success.

Julia Belak

Julia is a Certified Professional Résumé Writer (CPRW™) and an active member of the Professional Association of Résumé Writers & Career Coaches (PARWCC™). She is also a passionate translator and graphic designer. Julia holds degrees in translation and interpretation and has international work experience in various countries across Europe, as well as in China and Panama. Julia formerly taught academic writing and contributed as a graphic designer to outlets such as The Business of Business. You'll often find her with a book in one hand and a specialty coffee in the other, always on the lookout for new insights.

All automotive resume examples

• Production Worker
• Service Assistant

All service manager resume examples

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Service Manager Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the service manager job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

• Manage, develop, and motivate specialists through effective performance management and guidance
• Reviews internal team performance and provides feedback to make improvements
• Develop relationships across the BBC, such that Service Management can truly work as One BBC and make the best use of synergies with other BBC teams
• Performs periodic inspections of work sites in order to ensure safety procedures are followed and to check quality and quantity of work performed
• Performs periodic inspections of work sites in order to ensure that safety procedures are followed and to check on quality and quantity of work performed
• Bank Manager / Assistant Bank Manager
• Delivery Management - Collaborate with EDM/DM/Competency regarding service performance, optimizing resource management and the Service Operations value
• Labor Management Provides management, training and development of all personnel assigned. Responsible for Performance Management of all assigned personnel
• Provide first-level assistance by answering questions, provide suggestions for improvement, and assist with difficult calls or problems
• Labor Management Provides management, training and development of all personnel assigned
• Work cross-functionally with Business Development, Delivery Management, Contract Management and Business Operations
• Proactively act upon feedback from the business, working with the Service Level Management team to facilitate the development of improvement initiatives
• Provide coaching, support and feedback utilizing the performance management process to promote the development and effectiveness of direct reports
• Work with service director to continually make positive changes in the department and to work towards constant improvement
• Have the ability to interpret basic financial statements and grasp profit and loss accountability
• Excellent work ethics and ability to adapt to a constantly changing environment and ability to quickly reprioritize team activities
• General knowledge of applicable programming languages used at ABC, working knowledge of operating systems; standard desktop applications
• Risk and Compliance management experience (strong knowledge of all applicable regulations, audit standards
• A strong knowledge of all applicable regulations, audit standards, and related corporate policies, procedures and directives
• Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry
• Risk and Compliance management experience (strong knowledge of all applicable regulations,audit standards
• Strong ability to focus on and deliver to deadlines and ability to facilitate third party delivery
• Demonstrable strong interpersonal and negotiating skills, with the ability to influence at all management levels
• Solid IT process knowledge with very good ITIL understanding

15 Service Manager resume templates

Read our complete resume writing guides

How to tailor your resume, how to make a resume, how to mention achievements, work experience in resume, 50+ skills to put on a resume, how and why put hobbies, top 22 fonts for your resume, 50 best resume tips, 200+ action words to use, internship resume, killer resume summary, write a resume objective, what to put on a resume, how long should a resume be, the best resume format, how to list education, cv vs. resume: the difference, include contact information, resume format pdf vs word, how to write a student resume, service manager resume examples & samples.

• Liaise with other functional areas within the Bank to ensure client and partner requests and inquiries are managed efficiently and effectively
• Quarterbacks any new client business, such as mergers and amalgamations ensuring a smooth transition
• Control of Daily Excess Reporting, referring to Risk Management when required
• Maintains contact with the service partners within RBC and Symcor
• Prioritizes, examines and provides resolution, ensuring client and partner satisfaction
• Maintains a wide network of contacts for referral purposes and problem resolution
• Represents RBC in a professional manner with clients whether it be face to face or over the phone, at internal/external meetings or at any other function
• Capable of building and maintaining partner relationships and working closely with them
• Requests the preparation of current account documentation
• Responsible for Corporate Visa requests
• Obtains all required information for Opening of New Account requests
• Familiar with the RBC Cash Management Products and Treasury Services required to up-sell as well as for providing explanations, suggestions and recommendations to senior officers of top tier companies
• Required to cover other portfolios of senior accounts during vacation and absences
• Regional Operations Manager
• Bank Secrecy Act experience
• On-line procedures, deposit/check processing,
• Personal Banking products/services, and commercial deposit products
• Execute the delivery processes to optimise IT service(s)
• Primary accountability for aggregate performance against service cost and SLA
• Secondary accountability for risk management and service improvement planning in conjunction with the Service Protection Manager
• Effectively engage client and supplier stakeholders for service delivery and day to day service performance
• Successfully facilitate delivery of changes to service and SLAs
• Develop and maintain an operational service plan in line with the business plans
• Collate and publicise management information for the service(s) within and outside the service groupings
• Participation in commercial negotiations for the agreement of target supplier contracts for service delivery
• Review and sign off change to the service
• Management of the service supply chain for the service
• Ensure that regular service reviews are undertaken with both client and supplier stakeholders
• To work with Service Availability Managers contributing to service recovery & repair for the service(s)
• Be the escalation point for internal and external supplier performance
• Own and manage service performance issues and service improvement initiatives
• Instruct finance to bill clients and pay suppliers, and agree service debits & credits
• Understand the cost model for services in the service grouping, how service is charged to the business and how service improvements are funded and charged back
• Define and collate the management information need for the service in line with defined standards
• Facilitate the acquisition of relevant service data to fulfill objective service reviews
• Ensure that dependencies and impacts on any other services/functions are managed effectively
• Produce documentation & presentation material for stakeholder management purposes
• Maintain a good knowledge of current practice and awareness of current developments within own area(s) of expertise. Demonstrates awareness of areas outside own specialism, as appropriate. Draw on knowledge and experience to enhance the service proposition
• Develop new techniques/tools for use in support of services. Promotes services within the wider IT community. Takes an active role in the communication of global service ethos
• Provide advice & guidance to support and project areas to ensure that new services are deployed in a manner that ensures adoption of relevant support tools and/or process improvements. Encourages re-use of tools and effective processes – participates as a champion for change and service improvement culture
• Conversant with service management and delivery best practices (e.g. ITIL)
• Organisational awareness and understanding of how service stability can be maximised through leveraging technology and process
• Clear articulation of IT structure and functions within Barclays and the services and product set of GRCB
• Broad understanding of GRCB Technology strategy, design and business direction
• Broad understanding of GRCB strategy and business direction
• Good knowledge of business change processes, methods and tools
• Broad understanding of service and supplier management processes and methods
• Broad understanding of acceptance and integration process and methods
• Good understanding of Project and Change Management Processes
• Demonstrates a wide knowledge of IT service infrastructure and its exploitation in both own and other organisations
• Has a significant impact on the operating efficiency of the area (Global Service Delivery)
• Performs work, which is mainly non-routine and often includes strategic decision-making and can include the medium-scale rapid deployment of resources
• Demonstrates competence in key areas of management and expertise including communication, staff direction and motivation, financial planning and control, quality management, risk analysis and the achievement of targets
• Performs work which requires the application of a significant range of fundamental principles in a wide and often unpredictable variety of contexts
• Demonstrates effective communication, both orally and in writing, with subordinates, colleagues, clients and customers at all levels, both formally and informally – an influential communicator
• Is able to analyse, diagnose, design, plan, execute and evaluate work to time, cost and quality targets, exhibiting thorough familiarity with available methods, procedures, tools, equipment and standards associated with own infrastructure specialism and making correct choices from alternatives
• Takes initiative to keep own skills up to date and maintain awareness of developments in the IT industry
• Service Level Management
• Continuity Management
• Arelevant third level degree or equivalent (a Bachelor Degree with a Science or Engineering)
• Extensive experience in Application Support
• Supervisory and Leadership experience
• ITIL process level knowledge (certified or equivalent experience)
• Incident Management - Co-ordinating response by Service Operations and Platform Operations teams for all infrastructure incidents and high impacting incidents globally
• Problem Management - Providing ongoing analysis, tracking and reporting on post mortem events
• Change Management prove a central co-ordination point for all high impacting changes outside of core business hours to maintain the integrity fo the Nomura OT Infrastructure
• Very strong interpersonal communication skill
• Very strong customer focus and ability to understand customer requirements
• Extremely well organised and self-motivated
• Ability to manage several work streams in parallel and to work to tight deadlines
• Ability to influence and persuade internally and externally, often at key decision making levels on major issues
• Ability to work within a team and to resolve conflict and deal with resistance
• Understanding of IT Infrastructure/applications
• Experience of managing third party suppliers
• Previous experience in an ITIL environment, including a minimum ITIL V3 Foundation accreditation
• Commercial experience of operating as a Service Manager in a complex stakeholder environment
• SLA adherence across all services and new store openings
• Cost/budget adherence for all dependent vendor services
• Clear communication on service levels, critical issues
• Define and track SLAs for all services – defining where possible process-based SLAs
• Drive proactive mindset across support organization to drive root-cause analysis and remove repetitive issue occurrence
• Define & drive all topics to best in-class ITIL service standards
• Coordinate with all dependent internal stakeholders – store operations, infrastructure, etc. to support projects, provide status and manage/resolve escalations
• Collaborate with cross-functional service owners in global locations to ensure right priority and service is provided and supporting local market
• Collaborate will all project owners deploying new capabilities for Store Operations for effective handover of knowledge and process to service organization
• Gain and maintain functional competence related to the service, technical systems, and adidas group way of working
• Develop and maintain independence and self-organisation within the daily work environment
• Maintain business, team and vendor relationships to ensure a high standard in customer service and satisfaction
• Ensure compliance with all relevant adidas Group computing standards, policies methodologies, as well as security/data protection regulations
• Ensure initial and continued deployment, maintenance, monitoring, troubleshooting and emergency response for all applications that are part of the service in the scope of the defined business Service Level Agreement
• Manage escalations and reporting during service interruption events
• Passion for service management and building highly effective support organizations
• Passion for Retail and consumer-facing technology
• Passion for adidas and working with industry-leading retailer
• Passion to challenge and proactively identify new ways of working and driving increased levels of quality, efficiency, satisfaction, etc
• 7 years of experience in IT roles with high technical focus, complex technical landscape, service management tasks and related work
• 3 years of experience as an active service manager – building support organization, SLA standards, managing 3rd party vendors for support, etc
• Strong business awareness on Retail business processes and store operations focus
• Bachelor’s degree (Business, Engineering, Computer Science or similar field of study)
• Extensive experience in cross-functional work and collaboration
• Extensive experience communicating to wide stakeholder group and strong ability to view topics from a business perspective
• Very strong English both written and spoken
• ITIL Service Management – minimum certificate of foundation level; ideal candidate with intermediate to expert level
• Strong aptitude on IT and technology and ability to guide varied experts towards problem solving & issue resolution
• Ability to work in a team environment, both local and remote, with extensive cultural diversity
• Manages one or multiple services with one or multiple service buyers with overall responsibility for internal and external representation of the respective service portfolio globally and converts client requirements into service offerings/strategies, considering relevant internal constraints, market trends as well as business priorities
• Responsible for identifying proactive solutions that help to create added-value, thereby applying knowledge of the business strategy and value proposition
• Create roadmaps for the service, factoring in demand for existing and new businesses, regulatory and market forces, risk considerations and client needs, as well as service quality and cost ambitions. Benchmark services to external market and clients and set prices based on volume & SLA estimates
• Own the operating and strategic plan based on total cost of ownership (TCO) for the service and manage performance against the committed prices, design the control environment (KPC+PC) for the service and complete end-to-end risk assessment (SDRA) to ensure controls are designed and operating effectively
• Report ICAP data as relevant and ensure Face-offs to the Service Buyer (cient) are aware of and approve the strategic decisions made for their service and conduct regular Service Reviews with Service Delivery providers to assess overall quality, client satisfaction, risk and cost of their service
• Asset management industry experience
• Service Management / Commercial management experience
• Strong analytical and strategic skills and the ability to deliver against tight deadlines
• Team player who is able to work with a diverse group of people
• Own the coordination of all Learning Operations activities requiring onshore presence
• Provide consultation and support during the scoping, set-up, test and pilot phase of new programs/courses including major rollouts, ensuring all relevant activities are performed to enable a seamless handover to the offshore team
• Support in the testing of eLearning content
• Set up and maintenance of complex structures within Learning Management System
• Ensuring all policies, procedures and guidelines are understood by the offshore Learning Coordinator Team Lead, and cascaded to the offshore teams
• Act as a level 2 escalation point for queries which cannot be resolved by the offshore Learning Coordinator team
• Contribute to service improvements and optimizations by participating in relevant projects, and providing documentation and training where required
• Build and manage strong relationships with all internal clients and stakeholders by managing their expectations through effective delivery
• Support in the monitoring of Service Level Agreements and Key Performance Indicators with offshore teams
• Lead, coach and mentor a Team of Payroll Specialists responsible for providing service to high value clients throughout Canada and the US
• Proactively advocate on behalf of clients with other ADP Teams to ensure issues are rapidly identified and brought to closure
• Participate in the establishment, communication, rollout and measurement team and business unit objectiv
• Assume responsibility for the complete resolution of all aspects of service delivery deficiencies impacting clients, ensuring issues are thoroughly examined and, where appropriate, ensuring processes and procedures are modified to mitigate future occurrences
• Challenge existing processes and procedures within the control of the Business Unit by providing documented recommendations on why, how and when change should occur
• Three to five years experience in a leadership role within a client services environment
• Proven Leadership skills, with the ability to lead by example, mentor, coach, performance manage and act as a positive role model for Team members, while remaining approachable, objective and resourcefu
• Advanced experience with computer software applications including Word, Excel,and Lotus Notes
• Proven ability to multi-task, probe effectively, analyze and problem solve while exercising sound judgment to resolve complex client concerns in a fast paced and rapidly growing environment
• Ability to successfully work in a changing environment and consistently achieve exceptional quality standards, while ensuring the team provides outstanding customer service to all clients
• Excellent planning, coordinating, organizing and time management skills with ability to delegate
• Work is complex and performed under limited direction according to set methodologies and processes
• Problem resolution is within established guidelines and procedures, requiring the use of judgment to determine which of many methods are applicable in any given situation
• Proceeds on own initiative but supervisor is available to provide direction in the amendment / development of new practices and procedures
• Work is reviewed for attainment of objectives, adherence to policies, procedures, and timelines
• Will be required to work outside of regular business hours
• Focuses on day-to-day operations within the practice area and ensures effective execution of a team strategy/goals
• Works with Senior Manager to provide oversight to team
• Effectively creates, implements and manages team toward goals
• Leads entry and experienced level staff in remote locations
• Manages day to day performance and behavior of small team through effective 1:1's and coaching
• Work in partnership with both Corporate and Store / District / Regional teams
• 3-5+ years of relevant work experience
• Prior Technology leadership experience in a retail environment is a plus
• Manage service and parts operations at the store level
• Perform equipment inspections, adjustments and certifications
• Effectively handle multiple priorities, organize workload, and meet deadlines
• Degree or Certificate in Automotive Technology or equivalent experience preferred
• Service Manager and Service Advisor experience
• Ability to establish and maintain cooperative working relationships with those contacted in the course of work, including the public
• Maintain and perform top level professional integrity and appearance as a service manager
• Performs Service Writing and counsel
• Performs Master Technician work in the inspection, repair, and service of Tesla electric vehicles
• Operate a variety of hand, power, and shop tools
• Ability to work in a team-based environment and achieve common goals
• Ability to maintain and perform top level professional integrity and appearance as an automotive technician
• Responsible for same day repair turnaround and proper completion of all cars in service
• Leading a team of highly trained technicians, advisors, valets and concierges
• Manages the teams, parts operations and scheduling
• Manages Service Writing, counsel and finance management
• Technical architecture review. Transform technical data from monitoring, trouble ticket, and other metrics into action plans
• Analysis of operational incidents to drive improvements with the customer and NaviSite, Inc
• Identify opportunities to reuse process, services, and technologies
• Ensuring documentation is complete and accurate for use in design, implementation, and operations
• Strategic thought leadership to future direction
• Serve as a primary point-of-contact for customer satisfaction and act as the liaison between the customer, sales and other functional Managed Hosting Services groups
• Collaborate with the Managed Hosting Services functional groups and individuals to set objectives & goals, understand scope and dependencies
• Participate in internal planning activities to develop schedules and align resources for projects and support activities
• Coordinate with Program Manager / Project Managers as appropriate to ensure the plans are integrated and synchronized with all team members to provide reasonable assurance that projects are successfully delivered
• Proactively identify, manage, and communicate issues and risks, escalating as appropriate to Senior Management
• Understand the customer’s needs and make suggestions that will have a positive impact on the customer and improve on customer satisfaction
• 5+ years of Information Technology experience with increasing levels of responsibilities and a minimum of 3 years
• Responsible for all coordination activities in the AIMS system
• Ensure the technical issues are pro-actively identified and communicated effectively to the team
• Maintain or enhance infrastructure components and services by maximizing the use of available resources
• Full responsibility for resource planning, budgeting, documentation and project coordination and management as it pertains to AIMS
• Responsible for managing 3rd party relationships as they relate to the production environment (hosting, licensing renewals etc)
• Work with the team to analyze root cause for incidents, implement permanent fixes and host post-mortem meetings and documentation
• React quickly to live systems errors and service problems to minimize downtime and restore service
• Promote and implement the use of automated, repeatable processes for technical support activities
• Has responsibility for day-to-day contact and communication with the client with a focus on providing the highest level of client satisfaction
• Ensure that business objectives are met and deliverables are achieved in the agreed timescale, budget and quality
• Provides regular management updates to the Technical Operations team and Client
• Minimum 3 years’ experience coordinating operations for a large web application and corporation
• Good working knowledge of a hosting environment
• Ability to convey technical concepts and recommendations to non-technical staff
• Possess strong written and spoken communications skills
• Ability to properly prioritize multiple simultaneous tasks
• Excellent interpersonal skills and ability to establish and maintain effective working relations with team and clients
• Ability to work under the pressure of frequent and tight deadlines
• Working knowledge of IT infrastructures in large organizations
• Microsoft Office and Project
• Energetic, motivated and decisive individual
• Ability to assist internal customers with complex issues in a call center environment
• Desire to educate, foster accountability, and be a consultative partner who delivers an exceptional service experience
• Ability to provide reliable, straightforward, personal attention to LPL associates as well as LPL clients
• Aspire to pursue a career in customer service in a service center environment with a desire to coach and develop service associates
• Prior supervisory or management experience required. Experience in the Service and/or Operations organizations a plus
• 5 +years relevant experience, leadership and management
• Experience with operational and financial systems
• Proven Strong analytical /quantitative skills and problem solving ability
• Must be highly focused on safety and preventative measures
• BA/BS Technical Discipline or equivalent
• Graduate and above
• Strong controls and compliance orientation
• Ability to handle pressure and work under defined deadlines to deliver results with zero error rate
• Good interpersonal skills in dealing with internal clients
• Creative approach to problem resolution
• Proven ability to learn and operate new software and technology
• Self-starter; willing to take initiative
• Expert knowledge of HSBCnet product
• Create roadmaps for the service, factoring in demand for existing and new businesses, regulatory and market forces, risk considerations and client needs, as well as service quality and cost ambitions
• Benchmark services to external market and clients and set prices based on volume & SLA estimates
• Own the operating and strategic plan based on total cost of ownership (TCO) for the service and manage performance against the committed prices
• Design the control environment (KPC+PC) for the service and complete end-to-end risk assessment (SDRA) to ensure controls are designed and operating effectively
• Ensure Face-offs to the Service Buyer (client) are aware of and approve the strategic decisions made for their service and conduct regular Service Reviews with Service Delivery providers to assess overall quality, client satisfaction, risk and cost of their service
• Apply process improvement and Lean techniques to increase team effectiveness
• Perform trend analysis and reporting of incident data and recommend areas to focus
• Apply the ITIL Framework to our Incident and Problem Management processes
• Crafting technical communications to other Technology teams
• Preparing executive steering committee decks to communicate team status and overall system health
• Facilitating Sev1 “after action reviews” of complex technical/application issues
• Manage team “projects” such as the semi-annual Physical Inventory execution process
• Assist in prioritizing team work
• Build working relationships with Technology & business partners
• Be the contact point for the group in production and project interactions within IT and our business partners
• Manage team labor budget
• Bachelor's degree in Computer Science, Engineering or related discipline/experience
• 6+ years progressive leadership experience on a technical team
• Experience with the Oracle Retail Merchandising Suite of apps (Oracle Retail MOM suite of applications, like Oracle RMS, Oracle RPM, Oracle Retail SIM apps) strongly preferred
• Excellent interpersonal skills, including comprehension and verbal skills, written communication, conflict resolution, teamwork and cooperation, and relationship building
• Ability to manage and prioritize your own workload with excellent follow through
• Demonstrates ability to be a team player as well as an independent performer
• Strong mentoring abilities
• Ability to utilize a creative and logical approach in analyzing problems
• Proactively manage incident trends on hardware and mitigate operational impact across the business
• Proactively work with projects to ensure new IT hardware is supported
• To monitor SLAs and to initiate action to maximise effectiveness of services
• Support Service Level negotiation, and production and maintenance of IT services and ensure service reports are produced for all key customers
• Monitor and track all cost and spend across the hardware estate, including analysis of Third Party costs, ensuring business benefit
• Conduct Service reviews on a timely basis and ensure service improvement initiatives are delivered
• Analyse service and component availability, reliability and maintainability and ensure that services and components meet all of their agreed service levels
• Advise and communicate service levels and service agreements to key stakeholders including detail of support process when required
• Work independently, under general direction of manager, with regard to scope, activities and deadlines
• Rapidly absorbs new information and applies it effectively
• Excellent communication skills, both written & presentation, including Word, Excel & PowerPoint
• Advanced PC skills, essential for data mining, capture and reporting
• Experience of managing and tracking a financial budget and financial controls
• Experience of detailed data/trend analysis and report compilation
• Be self motivated with strong work ethic and drive
• Responsible for financial performance of daily operations
• Accurately conduct daily reports and safe audits
• Responsible for hiring, scheduling, timekeeping, mid and end of season appraisals, and daily management of staff. Accurately schedule staff to business levels
• Ordering and maintaining inventory control of Restaurant bar products
• Investigates and resolves guest complaints
• Actively manage inventory levels and participate in monthly inventory counts
• Know and enforce local, state and federal regulations for the sale and distribution of alcohol
• Create and maintain a special events calendar specifically entertainment and promotion schedules
• Create and maintain a log with opening and closing duties, stock levels and daily bar notes
• Maintain BMD and VR safety standards
• Hold and document daily “staff huddles” and all staff meetings as neede
• Provide subject matter expertise to support on-going quality controls for all printed output (checks, monthly statements, tax statements and confirmations)
• High school or equivalent
• 5 to 7 years of print industry
• 3 to 5 years working across financial services products and deliverables
• Experience scheduling and monitoring print production under stringent regulatory deadlines and requirements
• Demonstrated leadership skills with the ability to lead up, down and across the organization, and to influence without authority
• Ability to outline and document root cause analysis of for a variety of audiences
• Strong skills to define, document and test processes and procedures
• Experience working in a Lean environment
• Lead and take part in the Company’s environmental emission initiatives on carbon dioxide reduction
• Liaise with various parties to implement and monitor daily maintenance works as well as new HVAC projects to fulfill operational requirements
• Work with internal partners in utilities saving initiatives by imposing changes on user behaviors and temperature setting optimization
• Enforce and implement departmental policies and procedures
• Execute resource management, including manpower, contracts, materials and competency management
• At least 8 years relevant know-how in maintenance environment
• Strong technical skills with hands-on implementation experience
• Expertise in energy management
• Proven interpersonal and communication skills on problem solving and customer service
• Strong analytical, problem solving, leadership and management skills
• Knowledge in relevant computer software and general Office tools
• Ability in written and spoken English and Cantonese required; knowledge in Putonghua preferred
• Higher Diploma or above in Building related disciplines
• Supporting Service design
• Supporting Service allocation (to internal operational entities and external providers)
• Supporting Service performance optimization
• 4Education requirements: University degree in engineering, IT or telecommunications field
• Manage a portfolio of client relationships and ensure clients are satisfied with and trained on the Citigroup products and services,
• Engage Citigroup business partners in a team effort to focus on issues and opportunities that further differentiate Citigroup in the view of our clients as an excellent service provider,
• Act as the advocate and impetus for process improvements within Citigroup,
• Escalate and effectively manage customer complaints
• Main competencies
• Productivity/ Project Management: Project management skills and willingness to own an issue and bring it to completion
• 5+ years of direct experience within business operations, sales or management environment
• Presentation skills: Comfortable with audience of tenured, senior level professionals
• Initiative to do what is right without being told
• General understanding of Bank product, Fx local regulations
• Quality Oriented
• Fast learner
• Good interpersonal and problem solving skills
• Service delivery oriented
• Technology management including ownership of the integration strategy for Wealth Management
• People leadership including career management and development
• Delivery management including pipeline resourcing, hiring and managing the dollars
• Risk management to ensure awareness, compliance and mitigation
• Stakeholder and relationship management including the provision of guidance to the business
• Engaging shared service technology teams to leverage off enterprise capabilities
• Keeping up-to-date on new technology, standards, protocols and tools in areas relevant to the rapidly changing digital services environment
• Serve as the primary point of contact internally and externally for group rental fulfillment
• Responsible for upselling and cross-selling products and activities to enhance the group experience, exceed stated sales goals, and maximize sales
• Maintain a thorough working knowledge of all Vail Resorts venues and activities offered to groups
• Develop relationships with resort stakeholders
• Set up advanced reservation rental websites for guests
• Collect manifests from group clients and ensure that manifest information is loaded in a timely and accurate manner
• Coordinate fulfillment to ensure guest expectations are exceeded; that we deliver on our promise of The Experience of a Lifetime, and that administrative aspects of group services are accurately and properly executed
• Responsible for invoicing
• Track and report on advanced group sales, booking pace, and total sales
• Coordinate post-visit follow-ups with clients and stakeholders
• Communicate with stakeholders to ensure preparedness for group visits
• BA/BS required, MA/MBA preferred
• Degree in a business or technology related discipline is strongly preferred
• 3-5 years of experience in a similar, service management role where IT or information security is delivered as service
• Ability to communicate with senior management. Experience with exposure to senior management
• Ability to understand technology, to communicate with technical people and to influence them
• Ability to oversee complex processes
• Ability to organize work and manage projects
• Experience in information security is a plus
• Ability to articulate accomplishments to senior management, translating technical details into a value-added service
• Ability to apply a customer-focused approach to delivering information technology, provide value to the customer and establishing a good customer relationship
• Ability to track the progress of work and to influence internal and external stakeholders to provide the necessary information
• Fluent English is a must; both oral and written. The work is performed in English
• Professional use of Office tools; especially Outlook, Excel (including charts, pivots and advanced formulae), PowerPoint and Word
• Experience with SharePoint (as advanced user or as admin) is a plus
• Experience with database queries is a plus
• Leading the relationship management and ownership of regular service review meetings with the various production groups and third party suppliers
• Please download the job specification below for further details*
• Comprehensive service management skills with a proven track record of working in an environment with many different customers and skill sets
• Ability to think strategically and evaluate decisions in the short, medium and long term and take the lead in these decisions for the team as a whole
• Excellent communication and interpersonal skills, specifically dealing with management and staff at all levels in BBC Digital and other parts of the BBC, and with external contacts
• Knowledge of ITIL service support principles to a minimum of foundation level (V3 is preferred) and how they relate to other IT disciplines
• Experience of working in an environment with a strong customer focus
• Experience of mission critical services in a major organisation
• Owner of customer satisfaction for APAC clients
• Define and measure customer satisfaction metrics
• Define and manage customer management process and framework
• Conducting quarterly service reviews
• Driving service improvement plans
• Jeopardy / Crisis management of customers who facing challenges with the service
• Work closely with global service desk to manage operational SLAs and KPIs
• Experience in ERP and CRM tools
• Proficient in Microsoft Office suite of software tools
• ExcellentPresentation and report writing skills
• Contract management experience is a plus
• Self-starter and highly adaptable, deals well with ambiguity
• Excellent organizational skills and ruthless attention to detail
• Tenacious yet humble and empathetic to customers' needs
• A proven track record of jeopardy/crisis management and delivery of service improvement plans
• At least ITIL V3 foundation certification
• Meet or exceed targeted goal of client satisfaction
• Problem prevention and resolution
• Timely and accurate implementation of client projects
• Enhanced client relationships / client retention
• Proactively communicate problems, issues, and status updates to clients and appropriate Fiserv personnel
• Participates in the launch of new products and services
• Handle critical requests or complaints to assure speedy resolution and client satisfaction
• Develop client relationships through in-person visits and phone calls to resolve and avoid problems
• Work closely with Product Consultants and Product Specialists assigned to clients to ensure requests (cases) are resolved within appropriate timeframes
• Work closely with the Account Executive in periodic Account Planning
• Partner with the Account Executive to monitor service delivery and client satisfaction with other Fiserv products and services, particularly those integrated with Fiserv
• Analyze Client Surveys with the Account Executive to identify areas for improvement and development of action plans
• Bachelor’s degree; or a minimum of 5 years' equivalent work experience with emphasis on banking/financial technology or the financial industry
• 5 or more years’ experience in the banking (or related) industry
• 5 or more years’ experience in customer service
• Customer Service and Conflict Management skills
• Ability to identify needs, formulate a plan, and execute plan through resolution
• Solid administrative skills, such as planning, organizing, and time management
• Strong PC skills, particularly with MS Office applications
• Ability to travel up to 50% ; holds a valid driver’s license and is able to travel via an airplane
• Knowledge of Fiserv systems
• Enterprise Problem prevention and resolution
• The Service Manager has enterprise wide accountability for ensuring quality delivery of products and services for their assigned clients
• Provides oversight, proactive planning and is aligned closely with Fiserv conversions, implementations, development, product management and client services
• Work closely with the Account Executive in Account Planning
• Develops and manages operational and technical relationships through in-person visits and phone calls to help carry out their account plan
• Acts as the primary point of contact for issue resolution and escalation
• Ensures metrics are met or exceeded; drives Client satisfaction through gathering and disseminating feedback to drive performance improvements
• Tasked with understanding their client’s environment to ensure full utilization of our solutions for maximum benefit
• Provides various levels of reporting on accomplishments and in-process activities
• The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities
• Five or more years’ experience in the banking (or related) industry
• Five or more years’ experience in customer service
• Seasoned individual who can manage complex accounts (interaction with specialized areas involving a large number of client contacts, oversight of the implementation and support of sophisticated solution sets, dynamic relationships, communication around technical and vast infrastructure, use of project governance, etc.)
• Requires management and leadership skills with the ability to operate at an executive and tactical level using both sophisticated written and verbal communication skills
• Ability to simultaneously manage complex situations
• Ability to deal with high stress situations
• Requires an in-depth knowledge of Fiserv BUs, resources, process, etc
• Product Knowledge and Referral Development
• Provide Human Resource Management for all service representative jobs including PPA’s, Developmental Plan/Training, Goal Setting and Corrective Action
• Coordinates daily work routines and assigning duties for Service Representative staff
• College or other courses related to retail banking preferred
• Online procedures, deposit/check processing
• Ability to foster teamwork, recognize and reward achievements inspire trust and motivate others
• Ability to create an environment that promotes customer service internally and externally, and building lasting relationships through exceptional customer service
• Provide leadership to a team of hourly union cast
• Provide technical guidance in the prep and painting of various surfaces with automotive finish results
• Provide guidance for planning & scheduling techniques for optimum labor efficiency
• Ensure budgets are maintained and process are followed, provide input for all estimates
• Partners with clients to understand and meet their requirements
• Uses metrics and reporting to drive organizational success
• Management of the Application Management & Support organization for the SharePoint Enterprise Platform, applications and core services in an outsourced offshore model
• Vendor / supplier relationship management of the outsourced service provider; acting as the point of escalation for service issues
• Management of the transition team for applications requiring support
• To put in place a service improvement process and processes to track customer satisfaction
• As part of the IT Management Team, to manage the delivery of IT related service to meet the requirements of the business
• Stakeholder relationship management including engagement and facing off to senior stakeholders across the business and IT
• Driving impact of IT delivered Business Change
• Adherence to, and enhancement of, Industry and EY standard SDLCs (e.g. Waterfall, Iterative and Agile) and governance processes (as applicable)
• Adherence to, and enhancement of, Industry and EY standard Enterprise Service Management practices and processes
• Monitors and manages the response and resolution measures in place with the vendor / supplier team taking appropriate remedial action as necessary
• Manages the priority and urgency of issues in line with enterprise service management guidelines and stakeholder circumstances
• Manages the priority of minor enhancement work in line with prevailing workload
• Anticipates problems before they occur; defines the problem or risk, identifies possible causes, works with team to identify solutions, selects and implements most appropriate solution
• Develop and manage plans to address Solution Centre program/project strengths, weaknesses, opportunities and threats
• Analytical skills and problem solving skills needed to manage multiple factors simultaneously in a program/project or service
• Demonstrate business analytics to manage and meet sponsor and stakeholder needs
• Proactively identify risks and issues on programs/projects and the service - leading team to develop risk management and issues management plans
• Monitors and manages program/project and service baseline to ensure activities are occurring as planned - scope, budget and schedule – manages variances
• Creates and implements strategy to mitigate shortfalls in timeline and budget; Identifies potential causes of missed deliverables and puts into effect lessons learned
• Direct supervision and support provided by an experienced Program Leader, usually on a weekly or as needed basis
• Program manager / Service Manager is expected to be self-driven and motivated, lead and act independently to deliver program/project or Service to schedule, budget and scope; support will be provided from an experienced program Leader as required and requested
• Program manager / Service manager leads program/project teams consisting of cross functional, global, and virtual groups
• Directly supervises staff within reporting line as well as matrix teams; assigning responsibility to members and monitoring progress
• Program manager / Service manager coaches, mentors and supports less experienced program/project or service managers as well as other project/service resources as needed
• Ensure that in branch customer experience is world class through seamless service delivery, minimal wait time & service desk & proactive customer engagement
• Cross Sell banking products to walk-ins and while calling
• Transaction processing as per defined process and guidelines
• Follows the engagement model prescribed by the bank for periodic interaction with the customers (eg: self introduction calling, welcome calling, relationship calling)
• Handling customer queries
• Ensure minimal Ops Errors
• Responsible for maintaining the primary Fiserv relationship in client's technical and operational areas
• Participate with Account Executive and client on operational strategy
• Schedule and facilitate client calls with National/Service Manager/RM as needed to review CRs, projects and open issues
• Attend Project Review meetings with client to update internal groups on client projects
• Create, submit, and track Project Service Requests (SR) & Engagement Requests
• Attend scheduled calls with Service Delivery and client to follow up on any escalations or scope changes on a as needed basis
• Create, submit and track CR’s
• Participate/schedule​/facilitate​ Post Mortem (internally) meetings
• Project Coordination (AP releases, Project Implementation) - work with other Fiserv staff on execution of releases, projects etc. Ensure that projects are completed within contractual SLA's
• Serve as main internal liaison to internal Fiserv teams including Business Partners
• Ensure that client requests for additional services are addressed
• Escalation point on issues (first line escalation remains Client Services)
• Promote and maintain positive client relations
• Minimum 2 - 4 years of experience as an Account Executive or National Client Service Representative
• EFT and banking knowledge (required)
• Bachelor’s degree in business (highly preferred)
• Client service oriented
• Advanced analytical skills required
• Professional appearance and ability to travel upon request
• Directing the performance of field maintenance and contractual service operations
• Conducting field education training with field workforce
• Improving efficiencies, managing route schedules and callback rates
• Providing technical support
• Authorizing repair orders
• To work for the Service Lead for E-Mail to ensure the operational performance of the IT Service against targets is achieved
• To own and drive the management of IT Service which includes Risk, Audit & Compliance, Finance, Business Continuity, Vendors, Service Level Management, Budget Management, and overall Service Improvements
• To drive 3rd party suppliers and enhance relationships which benefit service delivery and day to day service performance
• Active co-ordination of technical resource globally to achieve optimum service performance
• Act as principal point of contact for the business/end users utilising the service
• Drive risk management and service improvement planning associated with the service
• Effectively engage stakeholders for service delivery and day to day service performance
• Define and publicise management information for the service in line with defined standards
• Familiar with service management and delivery best practices (e.g. ITIL)
• Deep understanding of the internal and external environment related to own IT department/function
• Able to interpret and apply policies and standards
• A wide knowledge of IT service infrastructure and its exploitation in both own and other organisations
• Demonstrates competence in key areas of communication, financial planning and control, quality management, risk analysis and the achievement of targets
• Effective at managing their own time
• Excellent Team Player
• Create, submit and track Change Requests
• Participate/schedule/facilitate Post Mortem (internally) meetings
• EFT and Debit Card knowledge required
• Bank Knowledge preferred
• Bachelor’s degree in business and 2 to 4 years’ experience as an Account Executive or National Client Service Representative is preferred
• To work with Service Operations contributing to service recovery & repair for the service(s)
• Maintain a good knowledge of current practice and awareness of current developments within own area(s) of expertise
• Conversant with service management and delivery best practices (i.e. ITIL)
• Clear articulation of IT structure and functions and the services and product set that make up a Network
• Broad understanding of Infrastructure Services Technology strategy, design and business direction
• Has a significant impact on the operating efficiency of the area (Core Networks)
• Takes initiative to keep own skills up to date and maintain awareness of developments
• Effective support management of the outsourced service models. Services run will include plastics and point of sale terminal production, logistics, application processing and open sort and distribute
• Role holders will be required to ensure an excellent customer service is provided by the third parties
• Supporting service management in driving cost reduction/value creation opportunities
• Supporting change initiatives into the supply base to improve customer experience, control or the cost base
• Providing oversight and direction for management of the client’s technical environment and business applications including
• Serve as a primary point-of-contact for client satisfaction and act as the liaison between the client, sales and other functional Managed Hosting Services groups
• Understand the client’s needs and make suggestions that will have a positive impact on the client and improve on client satisfaction
• Limited overnight US travel may be required
• Bachelor’s degree and demonstrated prior Account Management / Service Management experience
• 5+ years of Information Technology experience with increasing levels of responsibilities and a minimum of 3 years Technical Support Management, or Project Management experience
• Managed Services expertise, particularly: Managed hosting, Windows/Unix environments, databases, SAN/storage, disaster recovery planning, security, enterprise applications, and messaging
• Excellent organizational, planning, problem solving and project management skills
• Excellent analytical and decision-making skills
• Self-motivated, excellent work ethic, goal oriented and strong team player
• Assume overall management responsibility for delivery of a range of outsourced services to asset managers, pension providers, banking and insurance clients
• The services include preparation of regulated investor disclosures such as performance, projections, costs, holdings and risk as required for compliance
• Manage client relationships and expectations while providing guidance and knowledge. Negotiate service level agreements and hold regular client reviews
• Manage onboarding projects, ongoing service delivery teams, processes and systems to ensure a consistently high level of service
• Recruit, manage and motivate staff, providing expertise, training and daily support
• Lead initiatives to innovate, increase efficiency, improve quality and enhance client satisfaction
• Provide leadership to team of hourly union cast
• Provide guidance in fiberglass, toolmaking, urethane, silicone, vacuforming, assembly and other misc. staff work
• Ensure budgets are maintained and process are followed, provide input for estimates
• Strong analytical /quantitative skills and problem solving ability
• Strong planning and leadership, interpersonal and team-building skills
• INCIDENT MANAGEMENT: When appropriate, the Service Manager will perform Incident Management control for troubles. In the event a trouble ticket has moved back and forth from multiple fix agencies and/or there appears to be no owner or resolution, the Service Manager will intervene and take Incident Management control of the trouble process. This may require initiating a conference bridge and/or coordinating a customer vendor meeting with Field Service. The Service Manager should always be acting as the customer ombudsman when the normal trouble process is not driving toward resolution in the most expedient timeframe
• MONTHLY SERVICE REVIEW: Prepare monthly service reviews which details Cox network performance for the assigned customer base. Develop action plans to address performance gaps from not meeting SLA commitments. Collaborate with internal organizations in developing action plans to address performance gaps. Share results with internal fix agencies on Cox network performance to ensure all appropriate organizations have visibility on how the customer perceives the Cox network performance
• REVIEW POST INCIDENT REVIEW: Develop requested PIR within a specified timeframe for a network outage with negatively impacted the customer’s network performance. The PIR will be created with collaboration with the appropriate organization within Cox that has direct responsibility on future incidents. The PIR should outline irreversible corrective action to ensure incident will either not happen again or will have minimal impact
• ECR NOTIFICATIONS: Service Manager will provide maintenance notifications for any maintenance activity which may impact the customer’s service. Keep track of maintenance activities for trends or which may lead to a redesign of the customer’s network
• CHRONIC TROUBLE MANAGEMENT: Develop action plans to address circuits or sites which have experienced multiple troubles within a specified time. The action plan should identify the root cause and recommendations with associated timelines for resolution. Collaborate with the appropriate internal organization and possibly customers’ vendor in developing and implementing action plan
• SALES SUPPORT: When appropriate, be a technical resource for Account Teams in developing RFPs and Account Reviews
• Business Development – Provide accurate Service Operations LOE estimates for new Business deals and collaborate to develop new Business opportunities
• Contract Management – Collaborate in the development of standard Service Management offerings within the contracts
• Business Operations – Collaborate in the development of the enterprise knowledge and reporting
• Manage Service Operations team by providing coaching and motivation to maximize employee performance through the use of goals and objectives
• Promote industry leading service management practices (reg. ITIL, Cobit, LeanIT, PMI, Six Sigma, etc.) through delivery and industry forums
• Support the development of process related tools including ticketing applications, reporting tools, and other technologies
• Review Service Management account statistical data across the enterprise to identify risks/issues/improvements and communicate with SPL/EDM/DM
• Ensure Delivery Assurance and Process Maturity compliancy across the enterprise meet contractual obligations
• Ability to work in a global environment
• Possesses operational command of the business
• Goal Oriented
• Cross-Functional skills
• Plans and takes initiative
• See the big picture
• Think outside the box
• Cross-Functional skill
• Business requirements and relationship management
• Service Strategy
• Service Benchmarking, pricing and recovery
• Commercial and supplier relationship management
• Established global standards should be leveraged. This includes
• Strong experience with VDI, Virtual Desktop environments
• Ability to act with customer and operations communities in an attentive and responsive manner
• Ability to successfully understand and translate the needs of varied operations constituencies into IT service support requirement
• Demonstrated ability to deploy a broad set of Operational capabilities
• Strong customer focus, organizational, project management, conceptual design skills
• Strong People management skills
• Ensure management of Operational budgets and financial obligations
• Ability to lead multidisciplinary teams through the design and implementation of robust IT service support processes across all operations communities
• Demonstrated ability and initiative to independently stay abreast of current and emerging IT service management and ITIL trends related to service support process domains, and understanding of potential to address Honeywell needs
• Ability to communicate effectively with all levels of a diverse environment, including senior management, operations and technical staff, supplier relationships and administrative functions
• Experience leading and working effectively in an environment with rapidly shifting and often contradictory demands and priorities
• Ability to influence others to take action and execute against assigned activities and tasks
• Demonstrated passion for Operations and ability to lead a stable, disciplined operations
• You must be passionate about customer service, pro-active and cheerful in nature; possess good verbal and written communication skills and problem solving skills; and able to handle high volume of calls
• A strong service mindset and ability to take ownership to deliver excellent service at all times is essential
• You should preferably have a degree or diploma with work experience in a Contact Centre, Banking or Customer Service environment
• Manages the service operational activities within Denmark to meet agreed budget targets and contracted commitments
• Provides operational leadership to the service team
• Acts as role model for Eaton ethical standards of conduct
• Ensures full deployment and application of Eaton standards within the team
• In addition to Eaton standards, responsible for fulfilling local regulations related to working environment and risk assessment incl. STF Champion (Slip, Trip and Falls)
• Acts as a member of the local Eaton Power Quality management team
• Works in cooperation with other departments putting Eaton’s overall interest above any local or personal benefit
• Identifies and develops possibilities for future business growth, including new service products,bringing them to the attention to the relevant central team for further investigation and possible next steps
• Bachelor's or Master's Degree in engineering discipline
• Services experience
• Proven track record of achieving success as a Service Manager
• Leadership style with good track record as a manager of people
• Intercultural awareness able to operate in a cross border environment
• 5+ years of Elevator industry experience is preferred; field experience is preferred
• Possess a strong technical background
• Have prior supervisory/management experience leading a technical team, preferably in a union environment
• Have strong communication skills with the ability to communicate effectively with people at multiple levels within the organization
• Possess strong listening, interpersonal and communication skills
• Have a customer focused outlook
• Be energetic and enthusiastic
• Will demonstrate strength in business judgment and decision making
• Posses excellent computer skills with full control of the Microsoft Office suite (Word, Excel, Outlook, Access, Power Point)
• Minimum of 8 Yrs of IT M&O experience
• 2 year’s experience with an ITIL based organization
• Be able to work independently
• Deal effectively with multiple levels of technical and business management
• Have managed development and support for large, critical applications preferably on multiple platforms
• Healthcare experience is a plus
• Be able to collaborate effectively with peers and development teams
• Have proven organization skills
• Have the ability to manage a remote team of resources including offshore workers
• Have strong analytical skills and ability to use judgment in managing resources effectively
• Minimum of 2 years mechanical problem solving experience (e.g. plumbing, electrical, HVAC and/or mechanical experience)
• Ability to work overnight shifts and be on call at night, on weekends and over holidays as required
• Ability to complete pre-employment assessments including a physical, occupational assessment, lift and/or carry 75 pounds, color vision test and drug screen
• Service industry mechanical experience (e.g. refrigeration, appliance repair, kitchen equipment, HVAC and/or military experience)
• Customer service experience where you have directly interfaced with customers
• Bachelor’s degree; or equivalent work experience with emphasis on the banking/financial industry
• Strong management and leadership skills with the ability to operate at an executive and tactical level
• Experience with conflict management
• Strong PC knowledge in MS Office applications
• Must be able to travel as needed (domestic)
• Knowledge of Fiserv systems, Business Units, resources, process, etc
• Ability to manage complex accounts (interaction with specialized areas involving a large number of client contacts, oversight of the implementation and support of sophisticated solution sets, dynamic relationships, communication around technical and vast infrastructure, use of project governance, etc.)
• Bachelor’s degree and at least 6 years of leadership experience in management or individual leadership role or equivalent (defined as High School Diploma/GED and 6 years progressive experience with leadership experience direct or indirect or technical experience
• Ability to develop and execute multiple priorities and approaches to meet objectives
• Proven ability to influence and drive change through exceptional written and verbal communication skills
• Direct customer relationship experience
• Bachelors (ideally in a technical or engineering discipline). Master’s in Business a plus
• 5+ years of prior service management experience, technical management, or management in companies with…
• Advanced service business model with P&L orientation with high contract penetration with tiered structure based cost-to-serve and response time
• Regular remote- and field-based customerinteraction
• Remote service delivery a plus
• Organization / talent development and daily management experience in a business-to-business capital goods environment where excellence in aftermarket support
• Highly computer literate (especially in Excel and PowerPoint, Oracle and SFDC a plus)
• Strong deductive reasoning and problem-solving skills
• Inclination and ability to listen to various stakeholders (e.g. Customers, Sales) and generate actionable insights
• Able to travel 25% - 50% of the time within Korea
• Strong communication and listening skills
• Fluent in both written and spoken Korean and English
• Bachelor’s degree in related field or equivalent experience
• Previous production management, sales results and customer service experience
• Knowledge and success in managing in P&L responsibilities, and capital expenses
• Must have highly developed interpersonal, analytical and communication skills
• To build services relationships with clients
• Single point of contact (SPOC) on Operations matters
• Oversee day-to-day fault management for Critical or Escalated incident
• Provide regular updates and ensure timely fault resolution for Critical or Escalated incident
• Overseeing the entire planned maintenance cycle for customer’s critical services
• Develop customized processes and support to meet customer’s special needs
• To manage the performance of services to clients as agreed in the contract and ensure that the Service Levels are achieved
• Conduct monthly network performance review that basically covers the following
• Diploma / Degree in Computer Science / Engineering or equivalent
• At least 2 years of IT experience in an IT Service management capacity
• Experience in IT Operations management is compulsory
• Experience of managing suppliers in outsourcing contracts
• Good team player with experience in coordination with cross-functional teams
• ITIL Service Delivery qualification is desirable
• Good communication and written skills in English
• CCNA is highly desirable and candidates with this certification will be high favored
• Effectively communicating with customers to resolve service issues; follow through on all service related issues to fruition, both internal and external; handling non-service issues in a tactful, diplomatic manner in which the customer feels they have been treated appropriately
• Evaluating service related issues to determine if they are a warranty or chargeable service item. Communicate findings to Service Coordinators and customer
• Responsible for assigned department functions and all associated personnel
• Responsible to appropriately staff and schedule departmental personnel to ensure work requirements are met while minimizing costs
• Responsible for planning departmental operations by establishing priorities and sequences for performance of job tasks
• Observes and coaches personnel on work related issues
• Ensures personnel adhere to Company policies and procedures, plant wide safety rules and employee rules of conduct
• Responsible for developing people; improving processes; reducing costs; quality monitoring and improvements; superior customer service; and on-time delivery
• Responsible for interviewing, hiring, training, terminating, disciplining and coaching employees
• Able to motivate employees to achieve results. Must be an effective communicator, capable of teaching and generating results while enhancing the Milgard work environment and supporting the Company philosophy
• Participates in the Leadership Development Program for the location
• Interacting with customers to ensure highest quality service possible is delivered
• Working with Production staff and Service Technicians to identify and correct problems with manufacturing and quality
• Responsible and accountable for adhering to departmental budget constraints
• Prepare and conduct training and informational presentations on improvement opportunities
• Creates and executes Milgard Performance System plans, meets Milgard Performance System commitments and works within the guidelines of Milgard Performance System; reflects Milgard’s business values and the Milgard philosophy in all business interactions
• Adheres to all facets of safety policies and procedures
• Minimum five (5) years related quality/production experience and progressive management with emphasis in effective communication and team building
• Some previous window or IG experience preferred
• Prior employee management experience preferred
• Read, write and understand the English language
• Ability to work under pressure and meet deadlines
• Establish and lead a robust and reliable support service organization for ATLAS applications to allow the future growth in scope and business criticality as per Finance Strategy
• Establish a strong relationship with Finance Business Engagement Manager and business stakeholders, understanding the operational and tactical needs for ATLAS system
• Provide overall leadership, control and decision-making and take responsibility for the ATLAS operations management teams
• Report to Finance Domain Delivery Manager on all ATLAS operational issues
• Be responsible for maintaining a stakeholder communication matrix and proactively manage all service communication, by publishing alerts, news and announcements
• Coordinate the planning and consumption of the service budget
• Ensure that ATLAS has the right mix of services to balance the investment in ATLAS with the ability to meet business outcomes
• Manage proactively the services lifecycle, from introduction service to retirements, securing that services are timely delivered and guaranteeing that the appropriate investment returns are being achieved for the business together with a positive and uninterrupted service user experience
• Ensure that ongoing service delivery and support organization meet the agreed business requirements operating in close collaboration with ATLAS Stakeholders
• Assist Domain Delivery Manager in defining the ATLAS Service Level Agreement and Service Catalogue and the corresponding service monitoring & controlling metrics for services and solutions
• Represent the service operations in the Change Advisory Board (CAB) meetings, providing transparency on operational cost, service performance and service status, communicating service related metrics, budget consumption, and reporting on service status
• Coordinate interfaces between Support between service catalogue management and other service processes, especially service asset and configuration management, release and deployment management
• Establish clear Problem Management process to fight ticket volume by detecting re-occurring defects and eliminating these
• Serve as the point of escalation (notification) of major incidents related to the service
• Lead major incident & critical situation resolution incl. stakeholder communication (business, delivery, service desk)
• Identify improvement opportunities through a robust Continuous Service Improvements process, foster their review in collaboration with ATLAS product manager to secure them in the official product backlog with a proper prioritization
• Execute end-user satisfaction surveys to detect end-user usability and satisfaction issue
• Cooperate and collaborate with Application Owners across domains to optimize the service delivery experience towards business
• Collaborate with Solution Delivery for complexity analysis, effort estimation and execution of incoming business demand
• Employment in a stable company with an established position in the market
• Attractive salary based on your professional experience and skills
• Good working environment
• Provide and maintain repair schedules for major (and minor) accounts for repairs of service. Set up work for all shifts so that the productivity shifts will be at the highest level possible; maintain our service appointment
• Provide information for present and scheduled jobs in order to procure the necessary parts and materials required
• Perform vehicle walk around with customers and prepare estimates for repairs to customers and follow up with customers
• Documents service schedules for customer vehicles and follows up with customer on future service appointments
• Keep customers informed on completion times, delays and changes to estimates and spend quality time building relationships with customers
• Prepare, process and insure accuracy of all repair and warranty work orders and warranty coding
• Maintain a constant flow of work into the service department and take steps to fill empty time periods in the service
• Work under ISO operational procedures and maintain the branches service records
• Seek opportunities to increase service sales
• High school degree or equivalent and 1 year in the automotive/heavy duty industry or 2 years on-the-job related experience
• Ability to estimate a mechanical repair
• Strong computer knowledge : Microsoft Office skills
• Knowledge of the SAP software (as an asset)
• Background in service and parts
• Operation and management of the service department and fleet
• Financial accountability for the profitability of the service department
• Schedule repair work and ensure timely completion of service repairs
• Diagnose problems and follow up on customer concerns and complaints
• Ensure all parts manuals, pricing information, and sales information is current
• Administer warranties, work orders and prepare repair estimates
• Ensure all personnel are adequately trained for their positions, provided a clean, safe work environment and have the tools to complete their jobs successfully
• Review branch performance with the Branch Manager on a weekly/monthly basis
• Ensure proper safety procedures and flow of documentation
• Communicate with sales, rental and parts departments
• At least a High School diploma or GED, some college experience preferred
• Three(3) to Five(5) years of experience in a service department in the construction equipment or related field
• Proven track record of a profitable full functioning service department
• Must have three(3) to five(5) years of prior hands on management experience in a service department
• Three(3) to Five(5) years of prior mechanic/maintenance experience in the heavy equipment industry highly desirable
• Full understanding and experience with hydraulics and diesel engines
• Ability to read mechanical schematics
• Overall operation and management of Service Department employees thru integrity, teamwork, customer responsiveness, and profitable decision making
• Assure diagnosis and scheduled repair work are completed accurately and in a timely manner
• Follow up to customer concerns and complaints
• Ensure all work orders have accurate, pricing information
• Work with parts, warranty, rental and sales teams to provide excellent customer service
• Oversee department safety initiative, and certify safety procedures
• Five to Six years of experience in service or related field
• Three to Four years of management experience highly recommended
• High School diploma or GED – Some college experience preferred
• Prior experience in the construction industry highly preferred
• Knowledge of federal, state and local safety regulations including OSHA and applicable safety regulations
• Building and running a cohesive and comprehensive Service Level Management system for Equinix Professional Services
• Building and delivering Service Reporting for Equinix Professional Services
• Maintaining the in-market Capability and Delivery Service Catalogue
• Building and operating the tools and processes necessary to support multi-party Service Problem Resolution
• Building, maintaining and operating the tools and processes necessary to support Service Request Management
• Building, maintaining and operating the tools and processes necessary to support customer care, including but not limited to, Customer satisfaction, complaint handling and customer communications
• Working together with the Program and Partner manager to build, maintain and operate the tools and processes necessary to support Change Management
• Working together with the Program and Partner manager to build, maintain and operate the tools and processes necessary to support Release Management
• Working together with the Program and Partner manager to build, maintain and operate the tools and processes necessary to support Financial Management
• 5 years’ experience in service design and transition of information management systems and professional services and/or managed services projects into service
• Experience with ITIL environments and work towards the implementation of ITIL V3
• Experience of managing deliveries from 3rd parties
• Technical knowledge of the typical IT infrastructure
• Ability to chair, facilitate and lead meetings
• Experience of structured Project Management methodology
• Strong acceptance/Transition into Service experience
• Experience of RACI type deliverables framework (e.g. Prince II)
• Good understanding of business process and systems integration
• Bachelors degree or equivalent industry experience
• Work with Dolby’s service providers to review field issues and define quality metrics
• Work with Dolby’s service provider on a preventative maintenance program to ensure the Dolby Cinema performance guidelines are being maintained
• Ensure proper reporting of issues from the field working directly with the Dolby Cinema exhibitor partners
• Craft field bulletins and trouble shooting documentation in concert with equipment manufacturers
• Define most standard methodologies for maintenance and support of Dolby Cinemas
• Collaborate and manage the relationship with the exhibitor’s technical support team
• Work closely with system integrators and Dolby teams to ensure technology components are installed and operational per Dolby Cinema specifications
• Ability to troubleshoot complex problems where analysis of the situation requires an in-depth evaluation of multiple factors
• Provide real-world feedback to internal partner, to help identify potential needs for updates to the installed systems and components to make service and support of the product easier
• You are growth-oriented and a veteran of the cinema industry, with a strong technical support and service background. He or she should have established relationships and understanding of what is needed to keep cinemas running with 100% up time
• He or she should have robust technical background, with an in depth knowledge of image technologies and digital projection systems for digital cinema. He/she should be a good team player and capable of working with diverse multi-functional teams, across different time zones around the world
• Strong organizational skills with demonstrated attention to detail
• Committed to quality, with a low tolerance for accepting ‘good enough&#8217
• Ability to handle multiple tasks simultaneously while meeting specific deadlines
• Ability to lift and carry up electronic equipment for installations
• Ability to work at a computer keyboard 9 hours a day
• Communicative and concise
• Out-of-the-box thinker, ability to roll up sleeves and work
• Respectful and able to execute in a dynamic deadline driven environment
• Extending the standardised planning process
• Utilising control systems and developing supporting documentation
• Designing, assembling, and supervising After-Action Reports
• Constructing Procedural-Flow-Synopsis
• Developing Controller and Observer Handbooks
• Preparing briefings for conducting each phase of Exercise Documentation
• Understanding and describing Inter-service Responsibilities and Limitations
• Understanding or participating in Management-level Policy / Decision-making
• Working with Global Resources
• Preparing and analysing After-Action-Reports and other documentation to produce lessons learned and best practice
• Facilitating Training Portions of exercises
• Providing Operational Interpretations of risk-effects
• Working in a global virtualised team with the opportunity to build out a global service
• Educated to Bachelor degree level, Master's degree desirable (or equivalent qualifications / work experience)
• Experience with Prince 2, Information Technology Infrastructure Library (ITIL) or in a similar discipline is desirable
• A strong experience in related Certified Information Systems Security Professional (CISSP), Certified Information Systems Auditor (CISA), or Certified Information Systems Manager (CISM) supporting financial services operations
• Resource coordination, customer management, dispute and technical resolution management, and communications at various levels during services engagements from tactical (incident based) to strategic (Global Account Management Strategies)
• Ensures contractual service support requirements are understood and managed
• Presents operational and service level reports and explains service level support available to internal or external customers
• Administers and manages the configuration of process related tools, reporting tools, and associated technologies
• Provides point of contact for process related questions or issues and facilitates process related meetings
• Acts as point of escalation to resolve customer issues or concerns
• Direct interaction with customer and end-users
• May participate in continuous improvement activities in support of customer or internal business processes
• Independent, committed, social and humble personality
• Master / Bachelor of Science or similar knowledge in IT technology or Electricity and/or District Heating Distribution
• Good experience of working as a technical consultant and supporting sales as a technical expert
• Experience of team and project management
• High level of ambition to deliver good customer satisfaction
• Fluent oral and writing skills both in Swedish and in English
• Strong incident and problem management experience in a customer-facing role with at 5 years
• Capable of clear, professional communication both internally and externally
• Must have ITIL experience, Possess ISO27001 knowledge
• Able to understand and follow team processes and work under pressure
• Able to work on multiple clients and streams of work, working closely with internal departments and third party suppliers
• Have experience of mapping, documenting and implementing business processes and ensuring continuous improvement
• Daily use of MS Office desktop tools
• Mobile with full driving license
• Background in payments would be beneficial
• Previous support experience in a software services environment would be beneficial
• Prince 2/PMI certification would be beneficial
• Maintain high caliber customer service level for all customers
• Error tracking & reporting / Complaint and turnaround time tracking & reporting / Follow up on issues
• Customer interactions
• Maintain contact with customers to ensure DB’s service is up to standard. Assist in the timely consolidation of management information to enable the continuous review of service standards
• Proactively monitor and take appropriate actions to ensure that expected utilization and penetration levels are met
• Conduct service reviews for corporate clients based on deep understanding of client's business and their needs. Conduct service quality tracking and provide scorecards to the client. Identify opportunities for service improvement and product cross-sell
• Strong interpersonal and effective communication skills, a team player with positive attitude and work ethic
• Quick learner with strong analytical & problem-solving skills
• Familiar with regulatory developments and legal environment
• Knowledge of operating systems and processes, front end customer systems as well as cash management business with respect to products and services
• Support technical proposals
• Bachelor's degree in Engineering or relevant Degree/Diploma from an accredited college or university
• Senior position may be considered, based on relevant experience
• Strong interpersonal and communication skills
• Able to relate operational and financial metrics with growth strategies
• Demonstrated ability to anticipate, identify and resolve complex business issues working with multiple stakeholders
• Flexibility with schedule and ability to travel 30% of time
• 7+ years experience in IT is required with a solid background in service delivery and support (operational experience)
• 3+ years experience managing/supporting critical business 24 x7 IT operations or similar experience
• 5+ years in developing metrics
• Regular contact with all allocated service partners to understand any current or ongoing issues, questions or concerns and to work with the service partners and Elekta to address those concerns as appropriate
• Regular formal visits to each service partner, performing a full service review looking at performance, compliance, opportunities and issues. The review to be documented and submitted to the Service Partner Director, action plans to then be agreed and driven to a conclusion
• To be the point of contact and coordination should escalation or technical assistance be required
• Understand the customer’s views on our service partner performance through regular customer contact and visits
• Continuously assess the existing service structures and agreements for a particular market, to report those findings and any recommendations and to plan and implement any changes as agreed
• To develop suitable service partner agreements tailored to meet the needs of the partner and market place
• Work or coordinate with the appropriate sales teams to negotiate and renew agreements and to then ensure that any obligations on the company’s side are fully met
• Team player with proven People Management Experience
• Self-motivated, flexible & the ability to understand and develop revenue opportunities
• Ability to understand and manage financial reports, budgets and forecasts
• Clear understanding of distributor models & experience in the market
• Ability to speak languages other than English are desirable but not essential
• Formal technical qualification & previous service management experience
• Primary client contact person for assigned portfolio of accounts. Responsibility for regular face to face client interaction and proactive resolution of any operational issues at assigned client base. Maintain ongoing and proactive client contact, including site visits, meeting attendance, timely response and follow up, phone calls, lunches and other special events
• Utilizing branch and corporate resources, define, address and resolve all client issues including personnel/staffing concerns or requests, service issues or requests, execution of company programs, officer performance issues, or other service related items
• Ensure all post requirements are current and complete at assigned portfolio, including current post orders, BSIS training compliance, staff training, vehicle policy compliance, uniform and appearance standards being met, and other staff and client relations policies being administered according to company standards
• Assists in coaching, developing and training branch staff to meet branch needs. Includes oversight in company policy execution by branch staff, assistance in completing projects as directed by the Branch Manager or RVP, and providing support to branch staff to effectively perform their job duties
• Works closely with Sales team assigned to region. May participate in sales presentations to potential clients, go on sales calls, and participate in sales events
• Directly responsible, with BM or RVP oversight, for new account start ups and transitions, ensuring staffing levels are met, training and uniform issues are addressed, and physically participating in start-up activities to ensure a smooth transition
• Ensure oversight and regular use of financial reports to manage key branch measurements, such as overtime and scheduling efficiency for assigned client portfolio
• Attend and actively participate in management meetings within region and at corporate. Observe operations and make suggestions for improved efficiency as appropriate, including providing ideas and plans for growth and improvements within the assigned portfolio, branch or company-wide
• Manage IaI (SAP PI, Sonic ESB etc.) support and SLA performance in RUN side
• Communicates with PST and business stakeholders service performance
• Leads Crisis situation and Major Incidents in IaI platform service area
• License management & supplier management
• Oversee IaI platform Compliance for security and processes
• Virtual team leading skills
• Experience from SAP PI / PO technology, leading SaaS services
• Proactive and process mind set
• Minimum four years industry experience (foodservice or hospitality)
• Mechanical ability (e.g. plumbing, electrical and/or mechanical experience) and problem solving skills to troubleshoot and repair equipment and dispensing systems
• Ability to lift and/or carry 75 pounds frequently, 100 pounds maximum
• Previous business to business value-add sales experience
• Industry related experience in food service, laundry, housekeeping, hospitality, and/or pool and spa
• Single point of contact (SPOC) for escalated operations matters
• Previous meeting minutes
• Present monthly network availability report
• Develop improvement plan on prolong outages, found no fault, repeated fault, chronic problem, etc
• Update or review any improvement plan
• Diploma or Degree in Computer Science / Engineering or equivalent
• Three (3) years or more of IT experience in an IT Service management capacity
• Experience (working independently) and enjoy working in an IT Operations management environment
• ITIL Service Delivery qualification is essential
• Good communications and written skills in English and Chinese
• Assuring full utilization of Jubail training center for internal and external customers
• Executing SADARA long term service agreement
• Planning, coordinating and managing service resources to ensure professional delivery of ordered service offering, managing service projects ( resources, finance & execution )
• Guaranteeing systematic and holistic and ‘One ABB’ approach
• Cooperating with other ABB teams to deliver and harmonize service activities
• Maintaining and managing exceptional customer relationships to boost service growth
• Driving consistent development of processes and practices based on customer feedback through NPS tool
• Maintaining Health & Safety awareness among the team in accordance with ABB principles and processes
• Continues development of service & sales team as per market requirements and ABB principles
• Motivating team to share experience and leading practices in the service team. Proactively identifying potentials to improve the service delivery and strive to increase customer satisfaction
• Excellent knowledge of Industrial various Instrumentation & Analytical products / systems and services
• Result oriented and market focused. Think and act systematically
• Good leadership with presentation skills, financial knowledge and risk assessment
• Knowledge of Health & Safety procedures and processes
• Proven ability to lead a team through effective planning and delegation of work load
• In addition to above it is also required that candidate must have enough understanding of contractual obligations, terms and conditions ( Legal & Business ) in addition to Health & Safety and Environmental standards
• The Service Manager is responsible for managing the IT Service Management processes in accordance to MSCI's Service Management model
• Drives the implementation , execution and application of Incident Management, Problem Management processes
• Assist, coordinate, monitor, and support general activities related to changes and releases affecting IT services both hardware and software, upgrades and new service launches
• Promote the correct use of the process and governance. Support process governance by conducting periodic meetings to review ticket volumes, issues and risks
• Provide training for functional teams to ensure that process guidelines are understood and followed
• Provides oversight of core ITIL based Service Support processes (Incident Management, Problem Management, Change Management, Configuration Management, and Continual Service Improvement.)
• Collaborate with various business and technology groups to ensure consistency of delivery, adherence to Best Practice, and continuous improvement in services
• Ensure that the process, procedure, training and work instruction documentation is up-to-date
• Developing performance metrics and reporting for services and processes
• Continually monitor the processes, using Key Performance Indicators (KPIs) and reports
• Provide analysis and trends relating to service level compliance and operational effectiveness
• Ensure that performance reports are regularly presented to the IT Leadership Team and IT Service and Process Owners
• Identify and prioritize improvement opportunities and establish Service Improvement Plans (SIPs)
• Work with IT Service and Process Owners to present improvement recommendations to IT and business senior management
• Seeks ways to improve processes, tools, techniques, and disciplines within Enterprise Operations IT and creates opportunities for introducing best practices within all functional areas
• Bachelor/Diploma Degree
• 8 to 10 years of overall experience in IT Service Operations
• 4 to 6 years of progressive hands on ITIL framework based ITSM practices
• In depth understanding of ITIL framework in areas of Service Operations, Continual Service Improvement and Service Level Management principles & practices
• Knowledge of developing Policy, Process, KPI, Metrics aligned to overall organizational goals and objectives
• Innovative thinking about service quality and ways to achieve improvements
• Must be a Go-Getter and should require minimal supervision
• Good team Player, with excellent eye for detail
• Good Stakeholder management skills
• Should have a high degree of self-motivation, strong analytical and creative problem solving skills
• Willing to work in 24*7 environment
• ITIL Intermediate Certified desired
• Manages service technician workforce that installs, repairs and replaces equipment and ensures that work is completed using STARS techniques. Participates in hiring process for service team and is responsible for the training, coaching and performance management of service team
• Schedules, manages and monitors daily workload of employees to include preventative maintenance, water filter/ UV exchange schedules, and service tickets to service team. Supervises the completion of all scheduled service and drives improvement in key metrics to include repeat service calls and time to complete
• Monitors and orders equipment and parts inventories. Communicates inventory levels with management and sales teams to ensure alignment on current needs and forecast future requirements
• Works with the sales team to coordinate equipment demonstrations, installations and other service moves and repairs for potential and current clients
• Requires a minimum of 5 years of relevant experience in service, maintenance or other related operations
• Must have at least 5 years of managment experience
• Ability to professionally communicate and maintain organization
• Associates or Bachelor's degree preferred
• Oversight and expansion of our growing wastewater contract operations group
• Understand and assist with design and upgrade of small wastewater treatment systems
• Ability to work with and provide wastewater related assistance to our environmental compliance team
• Ability to prepare regulatory wastewater programs and documents for clients
• Ability to manage a group of skilled individuals
• A strong background in providing a vast variety of wastewater services
• Participation in business development activities of the wastewater group
• Ability to make decisions and react quickly and effectively to changing conditions and come up with practical ideas for dealing with them in a careful and well thought out manner
• Frequent interaction with regulatory agencies regarding wastewater permitting and compliance related matters
• WOW! Internal and external customers
• Strategic thinker who possesses strong communications and people skills
• Results-driven self-starter who is well equipped to work in a fast-paced dynamic environment. This position is best suited for a confident person possessing a strong desire to WOW! our clients with superior, above-and-beyond services and to build a solid, enthusiastic wastewater team within our firm
• Must possess a Grade 4 Massachusetts wastewater operator's license
• At least 10 years’ experience with industrial wastewater treatment systems and service
• Additional related certifications are a plus
• Business responsibility for the operative service in the respective country or region covering the service processes for repair and logistics in alignment with the regional and / or central service management functions
• Personnel responsibility (disciplinarily) for the local service management team
• Ensure the operative serviceability for the products sold to the respective markets by the client for the complete service value chain in co-operation with external service partners including
• 5+ years of experience in customer service, ideally for consumer electronics devices (Repair Center working experience)
• 3+ years of experience in a managing position, ideally with personnel responsibility
• Advanced technical knowledge regarding consumer electronics with focus on mobile phones
• Great stamina and a great sense of responsibility
• Initiative & flexibility (travel)
• Structured and target-oriented way of working
• Very good presentation skills
• Fluent English & Vietnam or Fluent English & Bahasa
• Bachelor/Master of Science degree
• Interest in building a career in Service Management for Application Services
• Experience working with Application Outsourcing or Application Support and Maintenance
• Project lead or team lead experience
• Experience in managing and negotiating contracts
• Ability to work and deliver creatively and analytically in a problem-solving environment
• Fluent in Swedish and English
• Works closely with offer development teams in the creation of new, commercially viable service offers for the business
• Provides external business development support for strategic accounts and local services sales teams – large multi-branch/partner service opportunities, new offers, XBU services,
• In coordination with our service bureau team, drives our critical connected service initiatives within the regions – educates branches and partners, supports sales efforts around connected service opportunities, and monitors performance
• Develops and implements strategies with the local business around growing our recurring service business (maintenance contracts) including monthly oversight on contract performance
• Manages the regional implementation of our service talent management program – ServiceStar
• Monitors progress and performance of our Smarstruxure transition efforts
• Works in collaboration with our mutualized call center team (BSRC) to drive adoption of consistent back office processes, communicate challenges/concerns from business, and helps BSRC achieve external and internal customer satisfaction goals are met
• Establishes and conducts monthly service business review cadence with appropriate local audience – pipeline reviews on targeted service offers, project/contract reviews, etc
• Leads service business planning efforts within the region – forecasting/targeting, identifying key growth initiatives, alignment between local service budgets with national growth targets, track sales performance against objectives, and informs senior management of results
• Ensures consistent service sales and operational procedures and standards are met – bFO, BSRC, account planning, forecasting, etc
• Lead engagement and alignment with other BU service organizations serving as a subject matter expert on how to effectively work with cross BU service
• Health, availability, adherence to SLA’s, time problem resolution, performance and introduction of any change to the service
• Communication during P1 Incidents
• Communication of remediation efforts and up-coming system outages
• Accountable for reporting to their Service Owner key performance and service management metrics, including any remediation plans
• Accountable for maintaining/keeping up-to-date all systems documentation to ensure the successful operation and maintenance of the systems
• Working with the business and IT leaders to establish SLA’s and OLA’s for each application assigned and for organizing his/her employees, financial resources, and third party providers to meet or exceed the Service Level Agreements
• Working with business and IT teams on SLA’s/OLA’s for restoration required to meet business disaster recovery and business continuity needs
• Responsible for Incident Management, Major Incidents, Problem Management and Change Management for Application Services
• Ability to elicit, analyze, communicate and validate high-level business requirements for development of changes to existing business processes, polices and/or information systems
• Ability to plan and organize Support and Project work
• Actively promotes ideas, proposals, and influences strategy
• Basic knowledge of the application services he/she needs to support
• Excellent critical thinking and creative problem solving skills
• Customer Service orientation with a strong bias toward action
• Excellent analytical skills especially in the insurance industry
• Effective and calm under pressure
• Competent in facilitating meetings such that business requirements are clearly defined and signed-off by the participants/business stakeholders
• Ability to create an environment that encourages professional development
• Ability to influence, network and collaborate with stakeholders
• Ability to travel 10%
• Leads the execution efforts of assigned Service business. Ensures consistency of delivery systems through supervision and audits of Technicians, Customer Service Agent, Customer Service Agent Assistant in the delivery of quality service to customers
• Approves all L&M quotations from above assigned threshold
• Responsible for service response to warranty-related customer issues
• Manages the assigned customer relationships and drives issue resolution
• Manages team budget and overhead accounts as assigned
• Coordinates with counterparts in Systems, Solutions Sales, and Projects to drive overall customer account profitability
• Maintains proper staffing levels for the team, through labor forecasting, planning, and management
• Approves time sheets for direct reports, and performs all other necessary management tasks related bookings, Accounts Payables and Account Receivable
• Responsible for safety performance and program compliance
• Accountable for procuring and maintaining fleet and tools inventory
• Recruits, hires, and retains Technicians, Customer Service Agents, and Customer Service Agent Assistants. Works with direct reports and Team Technical Leads to create effective development plans and tracks training performance. Prepares and delivers clear performance expectations and performance reviews for direct reports
• Continually networks within the industry
• Continuously improves customer satisfaction by ensuring expeditious start-up of maintenance through efficient and timely service response, by providing maintenance according to contract requirements and by resolving customer complaints in a timely manner
• Continuously improve Responsiveness metrics through use of Green belt teams that address root cause issues
• Ensure SMS database is maintained to accurately reflect customer commitments
• Use SMS to plan technician work, determine manpower requirements and effectively use for activity management of technicians
• Implement service and commissioning processes, systems and tools
• Implement information and communication systems for service location
• Develops and implements the service manpower plan in support of the district business plan. Controls costs and maximizes productivity through the implementation of effective methods and standard processes
• Participates in estimate review process prior to jobs or contracts being quoted to assure labor estimates are correct and that the work is achievable from a technical perspective. Ensure that subcontracts, where applicable, are complete and documented
• Ensure fire and security industry codes and standards are upheld
• Ensure continuous improvement -- identify, collect and report key process and results metrics and measurement. Effectively leads the implementation of productivity enhancing process changes related to service contracts
• Manage the performance management process, conducting performance appraisals, and providing coaching, training, career planning, development, salary administration and reward and recognition for District Service Personnel
• Ensure safe and healthy work environment through effective communication, training, equipment/vehicle maintenance and facilities improvement. Manage safety program for assigned field operation
• Provide leadership in managing the location’s Labor Relations. Local business leader responsible for Union relations
• Builds effective teams committed to organizational goals, foster collaboration among team members and between teams
• Ensures the availability of tools, equipment, and materials required while maintaining and controlling inventory levels
• Selects, trains and develops employees. Supportive of diverse workplace and EEO/AAP requirements
• HS diploma/GED
• 5 years leading a service team
• 5 years technical knowledge of HVAC, fire alarms, security and building management systems
• 2 years’ experience with MS Word, Excel, Outlook
• Valid Driver’s License
• Demonstrates the ability to lead and manage small jobs, as necessary
• Financial and Budget Management experience
• Service Managers will be expected to have file responsibility on a limited basis
• Assist with coverage during vacations end of month and volume periods
• Order track and follow up on all necessary documentation outstanding items for the Branch to make sure all files are moving along
• Facilitate internal communications to ensure that all SBT policy and procedures are properly communicated and utilized throughout the process
• Provide accurate and timely communication of all updates details etc. to Team Players
• May be involved in high-level contact with medium to major sized businesses
• To have good knowledge of the customers’ business, systems and IT and understand the competition environment
• To build and maintain collaborative relationships with key customers and suppliers
• May functionally manage a virtual team of experts / specialists
• May involve team leadership / people management responsibilities
• Reasonable knowledge of products, customers IT systems and applications, which could be domestically and globally especially conferencing products
• Must be able to manage many customers during any given day and multi-task as well
• Good relationship, problem solving and communication skills
• HS diploma, GED or relevant work experience
• Specialized skill training/certification may be required
• 5-7 years of experience in customer facing technical support role
• Comfortable working with all levels of customer management
• Proficient problem solving and analytical skills
• Knowledge of MPLS, TCP/IP and LAN/WAN topologies and configurations
• Knowledge of telecommunications services
• Prior experience with trouble management software required
• A+, Net+, CCNA, Microsoft certification preferred
• Obtain a DOT medical certification
• A high school diploma or GED required; A four year college degree or equivalent work experience, preferred
• Prior experience in industrial sales or customer service, preferred
• Availability to start within two weeks after offer made/accepted, preferred
• Must have excellent interpersonal and management skills
• Must be familiar and comfortable operating in a matrix management environment
• Must demonstrate strong working relationships with an internal sales organization
• Must be able to use a computer and cellular phone
• Will frequently sit, stand, walk, stoop, and bend
• Must be able to use and model required personal safety equipment (i.e. eye protection, hearing protection, bump caps/hard hats, safety shoes, protective clothing, etc.)
• Position will typically perform many job duties exposed to extreme heat, extreme cold, and various inclement weather conditions
• Must be able to read and comprehend written policies and regulations
• Must be able to safely and effectively operate required equipment
• Must be able to read and comprehend FAA regulations, company policies and procedures, aircraft manufacturers’ repair station manuals and updates
• Will read, analyze, and discuss regulations, and speak often, occasionally for extended periods of time
• Must have a High School diploma, some college a plus
• Minimum 8+ years recent general aviation maintenance and service experience
• Airframe and Powerplant (A&P) license required, I/A a plus
• Must have Part 145 Repair Station experience as an inspector
• Experience in establishing labor rates, parts margins, and project control
• Sales and Marketing experience for Aircraft Maintenance and Avionics while working with an MRO sales team a plus
• Experience operating in conjunction with an FBO and multi-location corporate environment
• P&L, A/R and A/P experience, FBO system experience a plus
• Technical training in aircraft and aviation maintenance
• Extensive working knowledge of applicable safety, OSHA, Hazardous Materials, and FAA regulations
• Working knowledge of aircraft technical manuals and data using ATP, Avantext and other online applications
• Taking responsibility for the delivery of IT services to the Sopra Steria client within a multi-layered supply chain
• Developing strong working relationships with key stakeholders; including internal and external business functions, ensuring that IT Services are professionally delivered and meet or exceed agreed business expectations
• Managing service reviews both as a recipient and deliverer of services
• Managing and escalating incidents and working with third party teams to ensure the appropriate communications are delivered to the clients and end users of the services
• Reporting on the service to a broad range of stakeholders
• Recognising potential new business opportunities, and involving colleagues as required
• Contributing as part of the management team to drive the overall account forward
• An ITIL certified Service Delivery Manager with an appreciation of industry best practice
• Experience in monitoring key service delivery indicators and ensuring SLAs are adhered to
• Extensive stakeholder engagement and leadership experience
• Expertise delivering technical services such as application management, infrastructure and IT service provision
• Ability to manage many streams of activity and to re-prioritise workload at short notice
• Perseverance to deliver solutions
• Public sector experience and/or industry knowledge
• Establish channel, monitor and verify customer feedback. Define and measure customer satisfaction. Identify and drive opportunities to align with the strategic service management functions: e.g. customer insight, customer satisfaction, customer pain index, ITIL service management
• Manage and maintain an effective Service Scorecard, providing intelligence, and analytics to maximize performance and deliver results. Including KPIs, Service performance, Customer experience, Delivery velocity/quality, Efficiency, Transformations and Staff development
• Ensure the operating unit has the processes, tools, training, communication to effectively relate business performance, to their personal /functional performance and the Service Scorecard
• Contribute to the establishment of an organisational end-state and operating model
• Define and drive process improvement for incident and change including the adoption of the GSF, SARR and ServiceNow toolset
• Manage key relationships with global functions, other operating units, corporate functions, and customers
• Strong English communication skills with ability to work as part of a global team
• IT Operations Management experience
• ITIL, IT Process Improvement experience
• Global Business and Industry Knowledge
• Product, Sales, or Service Operations Management
• IT Service or Operations Management
• 9+ years’ experience in computer technology or related fields out of which 5 + years as DBA / ETL
• Must have Teradata experience working as a database administrator, technical consultant or project manager
• Degree in Business Technology, Computer Science, or Management
• Teradata Certified Professional desirable
• High level knowledge of Teradata tasks, tools and utilities in the following areas: Database Administration
• System Administration
• Capacity Planning & Performance Management
• Backup, Archive, and Restore Administration
• Business Intelligence/Analytics
• Excellent problem solving skills with demonstrated experience managing and resolving work requests, tracking incidents and issues, and escalating technical problems for resolution when required by other organizations
• Excellent customer facing skills, including negotiation of change requests, and scope expansions
• Experience administering and managing Statements of Work and SLA’s
• Ability to encapsulate knowledge for sharing across multiple projects
• Ability to mentor and technically guide the project leads and team members in the crisis situation on the project deliverables and meeting the SLAs as per the Statements of Work
• This position will require reviews and management of deliverables with the customer and will also be required to work closely with the Teradata’s Managed Services Pre-sales and Accounts team
• Facilitate the relationships between the customer, sales team, Global Delivery Center (GDC) and Teradata Americas Call Center (TACC), and Teradata Engineering (software and hardware). You will utilize these relationships to provide account leadership, maximize operations efficiency, customer satisfaction and site team associate satisfaction in the most cost effective manner
• Ensure the smooth ongoing execution of the production engagement phase through the maintenance of regular status meetings and reports, and by soliciting continuous feedback from the customer
• Single point of contact for all the customer issues and escalations on the project services and deliverables provided by Teradata
• Reviewing the SOW contracts, suggesting the changes as appropriate and giving the feedback to Teradata’s PS and Managed Services Pre-sales and Accounts team
• PSA Time and Invoices management and approvals
• Monitor the performance of the on-site and offsite resources from the GDC, through proactive project management, issue escalation and reporting
• Review the work deliverables, status reports on all areas and identify opportunities to improve project deliverables and to implement best practice as a result of changing needs and requirements
• Ensure that the Teradata Environment supports the customer’s goals and objectives, in compliance with a defined Statement of Work and associated Service Level Agreement. Ensure processes are in place for SLA measurement and reporting
• Provide periodic reporting and presentations to client management on the state of the Managed Services project
• Participates in Service Management meetings and all critical customer interactions
• Plans, organizes and manages Power Systems engineering activities for all contracts being performed by the Power System Center of Competence
• Assures that power systems engineering services provided by the Center of Competence are commensurate with professional standards, client requirements, and company objectives
• Interfaces with project managers to determine specific project staffing needs and assures assignments are made consistent with technical requirements and individual development needs of staff
• Reviews and approves engineering deliverables or delegates this function to appropriate engineering personnel
• Participates in proposal presentations and business development activities to drive power system services growth
• Reviews and approves engineering man-hour estimates and related specifications for proposals as directed by National Operations Manager
• Supports sales, technology, proposal and estimating groups in assigned areas of responsibility
• Collaborates with National Operations Manager and the Business Line to develop long-range plans and objectives for the Power System Center of Competency
• Prepares staffing estimates, man-hour projections and backlog reports as directed by National Operations Manager
• Responsible for monitoring and controlling of Power System Center of Competence costs against agreed upon budget
• Oversees professional development of department staff, evaluates performance and salary recommendations
• Keeps abreast of major developments in power systems engineering within the industry
• Bachelor's or advanced degree in Electrical Engineering
• Professional Engineer License in Electrical Engineering discipline within the continental US
• Power System Study, Design and installation experience in Low and Medium Voltage power distribution
• Expertise on SKM PowerTools, Easy Power, and ETAP power system analysis software
• General knowledge of management policies and principles
• Detailed knowledge of specific equipment, processes, systems and facilities related to discipline managed
• Ability to supervise others and work with all groups within and outside the organization
• Ability to make final engineering decisions in discipline managed
• Ability review, approve, stamp and seal engineering reports, drawings, and submittals
• Manage end-to-end Desktop service/s in the End User Computing domain that meets the needs of Honeywell businesses
• Own all aspects of the Desktop hardware standards, platforms and supporting tools, including design, architecture, availability, reliability, performance, monitoring and security of the platform
• Play an integral part in the development of strategies for optimal use of end users computing devices (PC, Tablets, Engineering workstations, Thin Client, Zero Client etc.)
• Must be able to work with very little supervision in a highly charged and fast-paced environment
• Establish global End User Device standards. This includes
• Bachelor's Degree in Engineering or Computer Science or Information technology or related field preferred
• Strong experience with Desktop technologies environments
• Plan, schedule, supervise, and control service jobs
• Read and interpret P & L's, General Ledger, Job Profitability and Open Job Detail reports
• Maintain outright sales and advanced service charge recovery margins
• Evaluate system performance for cost savings and product improvement
• Research and maintain technical knowledge to inform associates and customers of current standards and new developments
• Minimum 3-5 years experience, conducting repairs, inspections and construction of Tyco Integrated Security or comparable services
• Minimum 5-10 years supervisory and/or managerial experience
• Similar working experience in a heavy duty diesel engine, Automotive, Marine, Offshore, Industrial or related industry
• Strong background in service industry and proven track record of managing a world class service oriented operation
• Proven track record of utilizing operational performance matrix to measure customer’s satisfaction
• Excellent customer service & people management skills
• Six Sigma trained or exposure to lean/improvements initiatives
• Speed oriented and customer driven
• Proven ability to establish and build relationships across an organization
• Ability to drive a diversity culture across a service organization
• Degree in Mechanical Engineering or equivalent
• Managing the support and SLA performance
• Service descriptions, service development and service documentation
• Planning, preparing and organizing service capabilities for new development activities (projects, releases, new applications)
• Measuring and leading support teams to perform as defined in KONE standards
• Continuous service improvement activities
• Planning and managing service costs
• At least five years’ experience from core Service Management process execution: incident management, change management, problem management, service level management
• Bachelor or Master’s degree in relevant field (Engineering, Information Sciences etc.)
• Excellent stakeholder communication skills
• ITIL foundation Certification is an asset
• Several years’ experience with Salesforce is a plus
• Excellent collaboration and persuasion skills
• Highly motivated team player
• Basic project management skills
• Fluent English communication skills (both written and oral)
• Service focused approach and attitude
• Trade school and/or military training or industry designation (CAMT or CAMT II)
• HVAC experience
• EPA Certification (Type I & II or Universal)
• Achieve all P&L goals (profit, growth, CSI and employees satisfaction)
• Manage the department safety process
• Build and maintain a sold working relationship with a select number of key accountants
• Manage the fleet maintenance process
• Identify and analyze business/service opportunities as they relate to profit, growth, quits, account penetration and direct purchase
• Identify and analyze business/service opportunities as they relate to your market (repair service, pricing, strategy, recovery time, competitive strengths/weakness, new products)
• Shift service team from a reactive customer retention stance to a proactive business direction
• Assist National/Major account sales representatives in selling and installation of new accounts
• Develop short-term business plans that support long-term goals
• Assist GM in developing a strategic business plan
• Thorough knowledge of the uniform business and Service Standards
• Implement a strong personnel process guided by quality recruiting, hiring, training, and coaching; implement and provide feedback on corporate/regional programs
• Ability to: identify customer needs (both internal and external); analyze data, identify trends and develop action plans
• Be a proponent of best practices. Develop a network of serivce managers that create and share effective processes that drive the performance of the service department
• Model a World Class service organization by identifying and solving customer concerns immediately. Make the service memorable
• Reinforce culture, mission, values, and ethical standards and provide leadership to Account Managers (sales) and Route Managers (service)
• Report to management any circumstances that compromise the integrity of the dealership
• Collect accounts receivable for service work
• Ensure that all required technical publications, periodicals, bulletins, ect… are obtained, kept up-to-date and properly maintained
• Ensure that all the necessary shop equipment is in proper working condition
• Establish and maintain a good working relationship with vocational and technical schools to enhance recruitment activates
• Hire, train, develop and motivate the service department staff and monitor their performance
• Ensure that common courtesy is shown to all customers by every service department employee to promote customer satisfaction
• Develop and monitor budgets for the service department and keep dealership management informed of variances
• Ensure that the service department meets all customer satisfaction (CSI) and financial goals
• Handle customer complaints tactfully, promptly, and with concern for the customer
• Establish promotional service prices
• Ensure proper repair techniques are being used
• Ensure that all necessary shop equipment is in proper and safe working condition
• Other duties may be assigned by management
• Operations Management Responsible for the execution of work analysis, vehicle planning and scheduling, scheduling and assigning work to technicians, productivity tracking and optimization, shift and shop meetings, and RO review and approval
• Responsible for Recruiting, Hiring, On-boarding, Payroll, and Succession Planning
• Responsible for optimizing vehicle maintenance cycle time and ensuring that the shop meets or exceeds Delivered in Time Promised objectives based upon customer requirements
• Collaborate with Sales Team to develop the service requirement section of the Customer Care Plan to ensure effective delivery of service
• Financial Management Responsible for implementing cost control measures related to maintenance operations budget and location P&L statement to meet short and long term financial goals
• Responsible for ensuring accuracy of third party invoices and the quality of worked outsourced to vendors
• Responsible for the successful execution of the customer bill back process to include identification, review and approval of bill back opportunities
• Asset Management Directs his/her subordinates in maintaining the appearance and maintenance of assigned locations, including sustaining 6S standards throughout the shop
• Responsible for the execution of Asset Management initiatives at the shop level
• Collaborate with Rental in scheduling PM's, utilization of assets to be ready at all times, subs, VMI, and wash log. Quality Management Responsible for successful execution of Quality Inspections of PM & repairs, including In Process Reviews of non-PM work
• Responsible for all Mandatory Compliance items at the Shop Level as identified on the Quality Review inspection list
• Ensure Cleanliness and quality of repair for all maintained vehicles
• Comply with Safety, State, and EPA regulations and requirements
• Manages an inventory in a range of up to approximately $75K
• Hands-on experience in installing, operating and maintaining an MPLS Networks (Core & Distribution Layers)
• Full administration of Layer2 and Layer3 devices experience
• Previous experience with monitoring and troubleshooting tools. IPSLA, Packet Generators and Capture
• Hands-on VoIP, optimization, and firewall tools
• CCNA, CCNP or other IP Certifications knowledge of Fortinet/Riverbed technologies is preferred
• Degree in electrical/electronic/communications engineering (preferred) or equivalent experience
• Minimum 5 years of technical account and or project management experience
• Must be customer oriented with a proven track-record of understanding and managing Service Level Agreements and Incident and Problem Management
• Minimum 5 years of experience in telecommunications & satellite solutions on-shore and offshore
• Willing to work extended hours (overtime) as needed and to be on call after normal work hours required
• Complete range of communication abilities including conflict resolution and documentation
• Highly motivated with the ability to operate without direct supervision
• Ability to multitask effectively in a fast paced environment and manage complicated network solutions
• Maintain a positive "customer first" attitude\environment
• Knowledge of Global Enterprise Networks\environments, SATELLITE WAN and LAN
• Management and Vocational training is very beneficial
• 5 or more years of mechanical and supervisory experience within the construction or heavy equipment industry preferred
• Familiarity with scheduling and expediting the turnaround of a rental fleet will be beneficial
• Experience with Grove Cranes, Komatsu earthmoving equipment and Genie, JLG and GEHL brands
• Responsible for meeting contract requirements on all maintenance accounts and ensuring customer satisfaction. Directly manage maintenance plans, route assignment and skill set matching for all equipment loaded into the system. Ensure service orders are completed. Schedule and perform equipment audits and customer contact visits to ensure fulfillment of contract requirements. Ensure prompt response and resolution to all customer issues/concerns. Review and approve, where applicable, any requests for maintenance
• Responsible for the accuracy, completeness, timeliness, and legitimacy of all field back reporting. Review and approve field time and expense submittals, weekly. Review and approve materials requests, repair requests and sales requests. Ensure all maintenance repair requests are confirmed “contractually covered” and “essential” by a supervisor site visit and contract review
• Responsible for implementing and enforcing company policy, procedures, rules, programs and initiatives pertaining directly and/or indirectly to the service department. Ensure complete, accurate and timely data entry from individuals directly or indirectly accountable to service and repair operations. Ensure the protection, maintenance and proper use of company property, including; vehicles, equipment, tools, and facilities. Ensure a safe workplace for all employees participating in service and repair work
• Responsible for fostering a consistent and fair accountability structure and methodology throughout all levels of the service department. Ensure direction and support is provided, as needed, to enable satisfactory job performance from all subordinates. Ensure direct report supervisors are competent and practiced in administering, as needed, consistent and timely reward and disciplinary actions. Provide timely subordinate coaching and counseling, as needed, to protect departmental and company interest
• Minimize departmental and company cost exposure. Provide assistance to other departments in equipment surveys, developing cost models and analyzing business growth benefit
• Maintain a safely and securely stored service inventory to insure minimum local stock of vital replacement components/parts and supplies. Ensure inventory accounting is kept accurate and current. Maintain tool inventory to efficiently and profitably complete maintenance and repair jobs
• Manage tendered repairs. Ensure a tight and compacted repair schedule is maintained for all planned repair work. Ensure Service Orders and support documentation to the field, clearly and completely communicate the methodology and expected result of work assignments. Ensure completed repairs meet the contract requirements. Ensure accurate closeout accounting in accordance with procedures outlined in the Branch Process Manual
• Five years experience in maintenance/repair within the elevator/escalator or related industry
• Familiarity with electrical mechanical and hydraulic systems as applied in industry transportation and/or conveyance systems
• Willing and able to travel with occasional extended over night stay. Automobile drivers license and frequent day travel required within branch office jurisdictional area
• Good leadership, management, organizational, written, verbal communication and customer skills
• Ability to write reports, business correspondence, and procedures
• Ability to read construction drawings, layouts and electrical, hydraulic schematics
• Ability to effectively present business information and respond to questions from groups of managers, clients, customer, and the general public
• Generate profitable sales through building positive and productive long-term, senior executive level, client relationships using Shell’s differentiated Customer Value Propositions (CVPs)
• Manage and optimise all service delivery to maximise customer value, whilst meeting planned financial targets and delivery schedule
• Lead business development activities and acquisition of new business with prospect in the same territory / country as existing client
• Operate as a core member of the Integrated Account Teams representing SGSi' consulting division to help grow the business with the client and to leverage relationships with target customers for the benefit of the broader Shell Group
• Manage the sales process from Discovery and Diagnosis of problems, Design of potential solutions and Delivery of agreed solutions, incorporating technical exchange stage to commercial proposals or sales bidding to secure sales, incl. negotiation of T&Cs
• Manage sales pipeline for own territory
• Continually drive to improve quality and delivery of services by monitoring key performance indicators (KPI’s) and initiate corrective plans as needed
• Manage total service operations and full P+L
• Serve as champion for Stanley Standard sustainment activities relative to servce department functions and activities
• Provide coaching, support and feedback utilizing the OPR process to promote the development and effectiveness of direct reports
• Manage service activities of a full range of electronic security systems
• Determine growth opportunities and increased revenue by identifying solutions for existing and new clients and existing and available products
• Monitor job costs, branch operating expenses and prepare/disseminate job progress reports
• Ensure that policies and procedures relating to safety are followed to promote a safe work environment
• Maintain company property and documentation in accordance with established policies, handles proprietary information in the prescribed manner, and adheres to and supports policies and procedures including all safety requirements
• Promptly addresses customer issues and complaints, and develops solutions to resolve issues timely, and effectively. Communicates with appropriate team members regarding customer issues, and status of resolving such issues
• Bachelor’s degree in business or related or equivalent work experience
• Minimum of five years progressively responsible experience leading a regional or national service organization with experience in financial management, P&L management and cost containment in managing projects
• Minimum five years experience in the engineering, installation and service of electronic security systems
• Proven customer service, problem solving and negotiation skills
• Excellent verbal and written communication skills with the ability to interact effectively at all levels and across diverse cultures
• Experience using Microsoft Office
• Previous experience managing a large team of Engineering Technicians ideally gained within a Service environment
• Experience managing and developing Customer relationships
• Product technical knowledge would be adventageous
• Understanding of Siemens Wind Power organisation, particularly technical functions Comprehensive understanding and consistent demonstration of competency levels 1 – 3 Advanced Technical Activity
• Detailed knowledge and experience of Civil and Electrical Balance of Plant structures on offshore wind farms
• Education to degree level or equivalent, ideally with an engineering background that supports technical BoP competence
• Execute Incident Management Process
• Solid understanding of Event, Incident, Problem, and Change Management processes in ITIL
• Experience designing and implementing new processes and improving existing ones
• Project / Program Management experience preferred
• Experience managing projects with remote/geographically dispersed team members
• Experience using MS Office products (Excel, Word, Outlook, PowerPoint, Excel)
• Respect and enforce all company policies, safety regulations, rules and values of the company
• Act as an ambassador of Prevost in all respects
• Safeguard organizational and personal information confidentiality
• Contribute to the attainment of company objectives through the efficient use of resources
• Foster teamwork and positive communications between employees and all business sectors
• Implement improvements in coordination with management objectives based on Prevost business direction
• Promote standardization and uniformity in management processes and practices
• Coordinating training of service technicians and assist with personal development plans
• Develop personal and professional skills
• Ensure customer satisfaction on repair and support Prevost Red Carpet Policy Standards
• Monitor operational expenses of service department
• Review annual budgets and assess equipment needs
• Fast paced environment combined with high customer expectations
• Mechanical knowledge
• Financial responsibility of department expenses
• Communicating with customers and vendors for repairs, authorizations and purchase orders
• Record keeping, research and documentation skills
• Resolve customer discrepancies
• Understand and enforce warranty policy
• Intermediate to Advanced Microsoft Office skills
• Supervise service department and team leaders for workload and meeting customer demands
• Conduct/ participate in routine communication meetings with department
• Manages workload to accomplish repairs to efficiently meet the company’s standards and to meet / exceed customer expectations
• Assist other branches and area Service Representatives to manage customer problems
• Assertive with technician roles and responsibilities
• Willing to make decisions and follow through
• Participate in WO process to expedite customer invoicing
• Attend and communicate training information
• Minimum High School Education
• Diploma in automotive mechanics or equivalent experience
• 5 Years industry experience required
• Prior Service Manager experience preferred
• CDL Preferred
• Bilingualism, an asset
• Consistently perform above region CSI average
• Forecast Monthly objectives for the department and strive to meet goals
• Hiring, Training and coaching the service staff
• Managing work flow thru 10 week averages to maximize daily production
• Maintain a comeback log and use results to reduce repeat repairs
• Administer Payroll for service staff
• Conduct performance evaluations
• Participate in operational planning
• Previous service manager experience is a must
• CDK experience helpful
• FSA – Flexible Spending Account
• Short Term Disability and Long Term Disability
• Lead and motivate branch service department to provide quality service to all customers in a timely manner
• Facilitate continuing, up-to-date training of branch service and sales personnel
• Ensure compliance on all pest and termite control applications are within company standards
• Respond to customer concerns
• Retain current client accounts
• Maintain awareness of customers remaining to be serviced for the month
• Control sufficient pest control technicians routes are completed
• Maintain inventory
• One-year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience
• Ability to apply concepts of basic algebra and geometry
• Knowledge of dry chemicals and pesticides
• High School or G.E.D. required
• Experience in resolving and monitoring customer concerns and managing equipment and supplies
• Intermediate computer skills a must
• Ensures daily assigned revenue is completed while maintaining a high level of service quality
• Schedules and reviews daily routes with technicians
• Recruit, hire, and train technicians
• Orders and maintains equipment, supplies and materials required for service work
• Bachelor's Degree or equivalent experience required
• Five or more years’ experience in pest control service with a minimum of two years in a leadership role
• Experience in pest control sales
• Thorough knowledge of pest behavior, biology, controls, regulations and safety procedures
• Knowledge of human resource management and employee development methods
• Intermediate knowledge of computers, business software and operational accounting
• Excellent mathematical and writing skills
• Current state pest control license and certification
• Thorough knowledge and experience in the logistics of structuring work schedules and routes
• Valid driver's license and clean driving record required
• Willingness to travel by air to conduct business in different locations (limited)
• Ability to follow Company policies and procedures
• Monitor service levels of preferred servicers
• Document performance of preferred servicers
• Validate and reconcile all charges from third party service companies
• Locate new service companies as we enter new markets or as needed in existing markets
• Audit service inventory against system numbers for accuracy
• Continue to look for ways improve efficiencies and reduce cost
• Excellent Customer service skills
• Ability to plan effectively
• Microsoft Excel and other office products
• Self-motivated with the ability to organize and prioritize workloads
• Reliable and dependable
• We'll look to you to provide guidance through the use of our ServiceNow product, a cloud based service manager toolkit
• Part of a newly formed team, you'll have the opportunity to really shape your role and gain valuable exposure across your business area
• You'll manage and continually improve the ServiceNow toolkit and the use of it across the bank, ultimately improving customer service
• Health, safety and integrity – Is responsible for health and safety of the local Business Unit/Product Group Services team. Engenders a Service safety and integrity culture throughout the Service organization
• Service Strategy – Drives implementation of the Business Unit product/system Service strategy as a member of the local Business Unit management team. Ensures corresponding plans are implemented consistently in the Service organization through collaboration with other Business Units
• Performance Targets – Responsible for delivering agreed targets as part of the global Business Unit P&L. Reports to global Business Unit on entire Service portfolio including all Service categories
• Service Delivery – Implements agreed delivery and performance standards to ensure consistency in quality and customer satisfaction set with the global Business Unit
• Sales – Executes the global Business Unit service and delivery sales channel strategy with the local business unit remit. Aligns local Business Unit Service organization with Business Unit defined accounts. Implements Service product/system concepts and materials for marketing purposes, and invests in Service Sales to increase market penetration, as directed by the respective global Business Unit
• Continuous Improvement – Invests in improving the quality of existing Service products and in developing new Service products to expand the portfolio in line with global direction. Utilizes common frameworks and participates in Service development projects and initiatives led by the global Business Unit
• People leadership and development – Ensure (with the support of HR), that the area of responsibility is properly organized, staffed and skilled and directed. Guides, motivates and develops direct and indirect subordinates within Human Resources policies. Improves service availability, provides training and develops capabilities and competencies
• No less than five (5) years of experience as a service manager
• Toyota or High Volume Import Manufacture is preferred
• Ability to exhibit extensive knowledge of managing a service department
• Proven record of profitability as well as customer and employee satisfaction
• Must pass all pre-employment safeguards including drug test, criminal history and MVR
• Ensure customer satisfaction at all times
• Participate fully in the company planning process by preparing and updating short term and long range plans for the region for approval by Regional Service Manager
• Motivate and organise the staff to operate efficiently and economically in order to achieve the Departmental financial targets and to motivate the engineers by providing job satisfaction as may be reasonably required by them
• To provide his staff with leadership of the highest quality, so that they WANT to do things he requires them to do. It is therefore important that he sets himself the highest standards in respect of
• Exercise control of his business “overheads” and costs within limits set by the Regional Service Manager
• To control his staff and ensure that all objectives / plans are achieved. To ensure that the controls are regularly and frequently monitored by himself and / or his supervisory staff, that deviations from plan are noticed quickly and that definite action decisions are taken to ensure that performance returns to plan in the shortest possible time achieving the ultimate goals
• Maximise the maintenance base of the region, ensuring that all new plant commissioned is canvassed for a maintenance contract and that every attempt is made to secure contracts covering competitors equipment
• Encourage update of equipment, replacement of failed plant and promote sales of spares to the end user in order to contribute towards increasing Company profitability
• To remain conversant with all product developments (high priority)
• Manage total service operations and full Profit and Loss center for this department
• Drives ongoing employee recognition for performance utilizing our STANLEY Security Reward & Recognition programs
• Minimum of 8 years progressively responsible experience leading a regional or national service organization with experience in financial management, P&L management and cost containment in managing projects
• Minimum 8 years’ experience in the engineering, installation and service of electronic security systems
• 10 years’ leadership experience in customer-oriented organization, Services business management
• Excellent market knowledge. Broad knowledge on competitive market dynamics, business models, business strategies and processes. Customer centric mindset
• Strong skills in management of people and business relationships. Business planning, problem solving, managing individual and team productivity and dynamics, and excellent communication, and negotiation and influencing skills in cross-functional teams
• Travel estimated at 40% or more, international
• Determination, strong will to win and agility to navigate multiple constraints
• Create a rapid learning organization that benefits from mistakes
• Good attention to detail with solid follow-up skills
• Professional appearance and behavior
• Solid organizational skills with the ability to prioritize effectively
• Proficiency with Microsoft Office, including Outlook, Word, Excel and PowerPoint
• Ability to work effectively under pressure and manage multiple assignments simultaneously
• Demonstrated sense of urgency with the ability to meet appropriate deadlines
• Accurate and results oriented
• Commitment to providing exceptional customer service to both internal and external customers
• Effective time management skills
• High mechanical aptitude with the ability to quickly grasp technical information
• Effective team building skills while demonstrating the ability to return solid performance as an individual contributor
• Effective mechanical troubleshooting skills
• Minimum of five years’ service or business management experience required
• Previous experience with demonstrated mechanical aptitude required
• Four- year college degree preferred
• Filtration or industrial experience preferred
• Typically requires a University degree in a related field
• Typically requires 12+ or more years of relevant professional experience within a related industry
• Typically requires 5+ years’ experience leading service organizations within a medium to large scale company, providing support to equipment customers
• Experience with international customers
• Strong business management skills
• Ability to drive to worksites and maintain a valid drivers license
• Ability to travel 30% domestically
• Plans and directs the work of the Service Coordinators and Service Technicians, placing particular emphasis on the successful completion service jobs
• Continually improves and develops standards for the Service Department
• Administers safety, technical, and process training as required for department
• Organizes shop to accomplish operational goals and advises VP Operations on staff requirements
• Monitors Service Department to ensure efficient use of manpower and compliance with customers' requirements
• Works with the Safety Coordinator to ensure that the service department operates according to Company Safety policies, both in the shop and in the field
• Works closely with the VP Operations to develop and accomplish long-range operating and service sales growth goals
• Assigns Field/shop jobs as required
• Extensive (10 years minimum) experience in pump and/or other rotating equipment
• Employee management experience
• Ability to motivate team and accomplish goals
• Typical independent assignments include: manage service employees and contractors who troubleshoot, repair, or replace HVAC equipment and controls; install, repair, and replace all plumbing fixtures, piping, and systems; troubleshoot, replace, and install new electrical fixtures, switches, breakers, and receptacles; Prepare and finish all interior and exterior surfaces; move, install, repair, replace all household appliances; Install, repair, and replace drywall, counters, and cabinetry; all landscaping tasks; Operate and repair all pool equipment
• With limited direction, schedules, performs and or assigns Preventive Maintenance and repair tasks, and also resident Service Requests
• Applies proficient skills in most maintenance trades to complete tasks in a professional manner
• Responsibilities include vendor relations, customer service, and budget management
• Service Manager/ Maintenance Management experience
• Intermediate level understanding and experience in most maintenance trades: HVAC, Plumbing, Electrical, Painting, Appliance Repair, Carpentry, Landscaping, or Pool Operation
• Preferred to have HVAC and other related state required certifications (Certified Pool Operator)
• Possess computer savvy skills
• 5 plus years related experience required
• Liaise with all departments involved to restore normal service operation as quickly as possible
• Implement solutions to minimize the adverse effect on business operations
• Overseas the desktop support team to ensure that the best possible levels of service quality and availability are maintained
• Monitor incident reports to ensure all incidents are resolve within Service Level Agreement (SLA)
• Escalate incidents that are not resolved successfully to all departments involved and communicate with such departments’ management
• Monitor service level agreements between AC&BB and ABSA Group IT by monitoring incidents on Remedy, Service Desk and attending monthly Service Level Agreements meetings
• Do spot checks to insure that software levels installed on workstation are up to date with Absa standard
• Monitor virus protection software to make sure all workstations are updated to Absa’s latest approved release
• Resolve the root cause of incidents and thus to minimize the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure
• Monitor Remedy and Service Desk to take proactive actions to prevent recurrence of incidents
• Monitor incidents on Remedy and Service Desk and Identify Incidents that exhibit common symptoms
• Find and resolve the root cause of a problem and prevention of incidents
• Oversee the activities of the Desktop support team to ensure effective delivery of the service delivery team within AC&BB area
• Establish and maintain a succession plan for the team
• Monitor incidents related to servers and insure that services are available at all time
• Communicate Server and Network incidents to business and update business on status of such incidents
• Insure that servers are backed-up and backups are monitored by Group IT
• Report network issues to Group IT and communicate status of incident to business
• Attend AC&BB IT Issues - Twice a week – Discuses all IT issues within AC&BB
• Attend Group IT and GijimaAst – Weekly – Discuses operational issues with Group IT and GijimaAst representatives
• Attend Disaster Recovery – Weekly - High level feedback on ABSA Disaster Recovery project
• Service Level Agreement – Monthly - Report back on Service Level agreements and ratings for services delivered for the last month
• Change Request – As required – Attend meeting to get changes approved submitted
• Attend FSE’s – Weekly – Meeting between Field Service engineers and call co-ordinate to give feedback and exchange knowledge
• IT Degree or Diploma
• Information Technology Infrastructure Library Certification (ITIL)
• At least 7 to 9 years work experience in a technology environment
• Experience in leading and managing a team across wide range of technologies and across functionalities
• Minimum of 5 years in service delivery, change management and problem Management
• Understanding of Absa applications and products
• Communication skills(write and verbal)
• Product evaluation and upgrading skills
• User requirements from BU's
• Lead and manage the maintenance team which includes hiring, employee relations, training and scheduling
• Manage budgets and schedules
• Ability to lead others in delivering outstanding customer service
• Proven knowledge and application of pertinent codes, laws and regulations
• Willingness to work on call (rotating pager) and non-traditional hours including nights, weekends and holidays
• Provide confidence with our key customers, that Inmarsat is focussed on improvement in performance and the value we hold for our customer
• Be the critical contact point with Key customers for a variety of performance issues, supporting both internally and externally with providing feedback on corrective action in response to problems management issues and monitoring, measuring and reviewing results
• Identification of customer wide or install wide issues and support the Service evolution team in providing intelligence in resolution of issues
• To be a dedicated change manager for appointed accounts, and manage the interaction effectively between Inmarsat and the customer. Leading with expectation management around time and change
• Degree in economics, engineering or similar
• Relevant experience can compensate for lack of formal education
• Strong, pro-active relationship management skills and ability
• Ability to draw insight from data
• Collaboration to drive action across a matrix structure
• Tenacity and ability to create and drive a sense of urgency
• Strong Problem resolution skills
• A strong influencer with the sense of gravitas to be heard
• Take ownership for customer satisfaction
• Ability to push back
• Customer service focus, with the balance of saying ‘no’ when appropriate
• Strategically aware, both internally and externally
• A demonstrated ability to work across organizational boundaries
• Objective, rational and multidisciplinary thinking
• A willingness to be self-critical and learn from mistakes - avoiding hubris
• Acts within his circle of competence and knows the boundary
• Ability to identify with Inmarsat values
• Team player with good interpersonal and communication skills, social and outgoing
• Additional language skills - Chinese
• Cultural awareness within the region
• Deliver effective live and virtual member presentations to secondary contacts that reflect service offerings accurately, strengthen product awareness, and increase consumption
• Handle inbound requests from all levels of members on a daily basis, ensuring all member issues are captured, catalogued, and addressed
• Leverage diagnostic skills and knowledge of research agenda, archives, and upcoming services to accurately identify member needs and determine appropriate service and/or research response
• Create and execute on proactive service plans at a practice-wide and individual member level that support achievement of service and revenue goals
• Create and support practice-wide merchandising efforts in partnership with revenue and product teams
• Drive member participation in benchmarking surveys, content-based teleconference meetings, member meetings, and onsite scheduling in partnership with account managers, product teams and Executive Advisor
• Demonstrate thorough understanding of individual member organizations; Identify and engage key secondary contacts that require service
• Own responsibility within the practice for developing and maintaining system for tracking and prioritizing line by line service follow up
• Draft, deliver, and follow-up on renewal paperwork to members three months prior to anniversary; partner with the account manager to ensure positive renewal outcome
• Excellent relationship-building skills
• Excellent organization, multitasking, and prioritization skills
• Ability to present professionally and intelligently to members; Demonstrated poise and grace under pressure
• Ability to work across a wide variety of internal and external stakeholders
• Ability to diagnose member needs and conduct substantive content discussions with senior-level contacts
• Demonstrated initiative and resourcefulness
• 2-5 years’ experience in specific field/position/industry
• Oversee day-to-day service operations including scheduling and distribution of work for service advisors, technicians and yard team, utilizing Service Scheduler and other tools as required to generate and manage work orders
• Hire, train, motivate, coach, monitor and evaluate the performance of all service team members
• Use manufacturer flat rate guides and Standard Service Operations (SSO's) to determine the time allotted for the work, and follow up on timely completion
• Insure that the Complaint, Cause and Correction of each problem are noted in the IDS work order
• Coordinate with the manufacturer and/or extended warranty companies to get approval in advance of repairs, if required, and take precautions necessary to guarantee our payment including but not limited to pictures of the work and returning parts replaced
• Greet customers and determine needs, providing clear and precise instructions on the work order for the service team
• Promote the sale of additional labor services, parts and accessories in a professional manner for each customer
• Estimate cost of repairs and prepare itemized work orders listing costs of parts and labor
• Obtain Customer signature on every work order, and collect payment for work prior to releasing customer boat. In the event the repair cost is unknown initially, obtain customer approval on work order to diagnose issues, and then contact customer with estimate for repairs as soon as determined, and obtain approval
• Coordinate technical and product knowledge training for service team and provide technical assistance as needed
• Routinely inspect quality of work performed as required, prior to delivery to the customer
• Implement safe, effective and efficient work procedures
• Maintain production reports on all service staff. Verify production compensation earned and report to payroll department
• Insure continuous financial growth of department, develop and exceed budgets, and manage expenses and department profitability
• Promote and fully participate in the MarineMax Safety Program; ensuring a safe workplace free of hazards for all team members
• Enthusiastically embrace the MarineMax values
• Supervisory responsibilities including interviewing, hiring and training Sales Team Members; planning, assigning and directing work; appraising performance; rewarding and disciplining Team Members; addressing complaints and resolving problems
• Establish sales quotas and goals and advise sales department of sales and advertising techniques
• Commission sheet approval
• Oversee inventory control
• Recommend or approve budget, expenditures and appropriations
• Prepare periodic sales report showing sales volume and potential sales
• Act as a liaison between the sales department and other related units
• Resolve customer complaints or concerns and explore ways to better serve our customers
• Provide ordering assistance to the products department
• Create marketing strategies using print media advertising, E-Bay and other on-line services
• Assist staff with the sales effort, including explaining features, demonstrating operation of boat, suggesting optional equipment, etc. to customers
• Compute and quote sales price, including tax, trade-in allowance, license fee, etc. and communicate the requirements for financing the purchase
• Project a professional and knowledgeable image to all customers
• Stay appraised to local market sales trends to act accordingly and in a timely manner
• Maintain an orderly showroom conducive to a professional selling environment. Assist with moving boats in and out of showroom
• Participate in personal development via appropriate training programs and implement such training programs to all Sales Team Members
• Attend meetings and contribute to company strategy and policy making as required
• Coordinate, execute, and attend boat shows and other off-site promotional opportunities
• Strategic planning of our marketing efforts to maximize market share results
• Perform required final inspection service within approved company standards
• Respond to daily incoming customer calls within 24 hours
• Work directly with customer's on warranty issues and concerns
• Direct staff to ensure all work is scheduled, performed, and completed in a timely and professional manner
• ​3-5 years experience managing the service function in the construction industry
• Good problem solving and fiscal management skills
• Manage the administration of all warranty, receivables and service contracts
• Minimum of 2-3 years management experience is required
• Ability to multi-task in a fast paced work environment
• Strong communication and customer engagement skills
• Previous dental industry experience highly desired
• Technical schooling in Bio-med/electronics or related technical field preferred
• Past management experience of technical staff preferred
• Service Technician experience preferred but not required
• Strong SAP and/or MS Office Suite technical abilities
• 5-10 years experience as a dental service technician with acceptable performance and productivity
• Valid drivers license and clean driving record required
• Field repair in a dental/medical environment required
• Carpentry/plumbing/heating/electricity/electronics related experience required
• Technical schooling in Bio-med/electronics or related technical field highly preferred
• Prepare and administer an annual operating budget for the service department
• Monitor and control the performance of the department using appropriate reporting and tracking systems
• Monitor technicians' daily productivity reports and corresponding payroll records
• Establish and maintain good working relationships with vocational and technical schools to enhance personnel recruitment activities
• Prepare pricing guides and maintenance menus for frequent labor operations
• Establish and maintain 72-hour follow-up with customers to confirm satisfaction with service
• Maintain reporting systems required by general management and corporate personnel
• Two years' service department experience in a commercial dealership environment
• Attend managers meetings as requested
• Direct and schedule the activities of all department employees
• One year of supervisory experience
• Responsible for handling all customer inquiries and communications. This includes advising customers of repair estimates, proper maintenance schedules and techniques, resolving customer complaints, and ensuring that we are “delighting” the customer
• Understand the financial drivers of the service department. Manage the department to ensure that the department meets or exceeds goals
• Responsible for marketing the service department and ensuring that there is adequate work flowing through the service department to ensure a consistent income stream
• Recruit, hire, and maintain an effective workforce for the service department
• Responsible for managing the workflow within the service department. This includes effectively managing work schedules, employee schedules, customer work orders, and the overall schedule for the service department
• Ensure that the service department has the proper supplies and tools to be efficient and effective
• Work with the Parts Manager, Field Marketers and the Store Manager to ensure that the Store runs efficiently and effectively and that we are “delighting” the customer
• Be a role model in the areas of environmental health and safety
• Responsible for scheduling the safe delivery and pickup of all equipment
• Ensure that all semis and company vehicles have the proper permits and licenses and that all policies and procedures are followed in accordance with Federal, State, and Local laws and regulations pertaining to semis and other company vehicles. This includes ensuring that drivers follow all applicable company and government regulations and laws
• Responsible for the upkeep and overall appearance of the service department, company vehicles, and the dealership’s yard
• Responsible for all administrative work associated with the service department including work order and warranty claim administration
• Responsible for the ongoing training and development of all service department employees
• Reviewing and approving of all service related paperwork
• Conducting in house and field technical training
• Quality audits and on site inspections
• Resolving customer concerns
• Budget ownership and financial scrutiny
• Cost reviews to plan effectively
• Service Management Delivery and change oversight
• Risk and threat management
• Strategic planning, and changes in technology demand
• Develops and monitors strategic business plans, goals and objectives to effectively guide the team,
• Manages the workflow processes of the team by overseeing the fulfillment of customer business
• Manages departmental expenditures within agreed budgets by monitoring the financial resources
• Represents Wolters Kluwer within the industry by developing and maintaining comprehensive
• Coaching, mentoring and/or training team members
• Managing multiple concurrent projects
• Working independently and in a team environment
• Collaborating across multiple internal teams (e.g., support teams, sales)
• Demonstrating organization, time management, and multi-tasking skills
• Demonstrating strong written and verbal communication
• Utilizing the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Managing or supervising customer service operations
• Managing or supervising a team (e.g., delegating, motivating, performance appraisal)
• Experience working for a GRC Operations Team
• Working in the banking, insurance, hospitality, retail or legal industry
• Instil a customer focussed culture and a right first time approach, coaching and developing the team to maximise opportunities and value to the business
• Motivate and engage the team to deliver against operational targets and business strategy whilst working towards continuous improvement
• Set appropriate targets, manage performance, provide ongoing feedback and address training and development needs
• Provide technical support and carry out formal and informal coaching activity, focusing on all aspects of the engineer role including behaviours and values
• Carry out safety, quality control and productivity assessments to ensure that that all work complies with current codes of practice, standards and legislation, particularly, Health and Safety, to ensure the wellbeing of employees, customers and their premises
• Make commercially astute decisions and negotiate with customers to resolve queries and complaints quickly and without the need for further escalation
• Help with the generation of additional income for the business, whilst controlling costs. This includes managing labour costs, productivity and attendance to improve the operations’ efficiency and effectiveness
• Dive solutions that reduce customer complaints, protect brand reputation and improve process efficiencies in order to increase customer retention and loyalty and to maximise sales opportunities
• Execute strategies to improve the teams’ Net Promoter scores, Customer Satisfaction Survey and employee engagement results
• Ensure the team is kept up to date regarding safety matters, quality of service, individual, team and business performance, and other company developments so that all engineers can perform their work to the required standard and output levels
• Manage operational and regulatory risks, escalating as appropriate
• Ensure customer related information systems are operated to the required standard to maintain accurate and secure records
• Ensure the team understand and adhere to the company and department standards, policies and procedures
• Adhere to the Competence and Training framework policy and procedures to ensure each team member attains and maintains the required competency level to perform their role and, in particular, to promote a culture where customers are treated fairly and are properly informed
• Apply British Gas values in all day to day activities
• Train and develop associates on performance of their job and participate in the performance appraisal process
• Create an environment that enables customers to feel welcome, important and appreciated by answering questions regarding products sold within the department and throughout the store
• Process customer transactions through the check lane quickly, accurately, and efficiently. Understand the Point of Sale (POS) system, and handle various tenders such as Cash, Checks, Credit, Debit, SNAP EBT, Offline SNAP EBT, WIC, Rain checks, complex loyalty offers, coupons and checkout procedures according to company policy
• Understand and adhere to the company's limits on cash shortages and/or overages and work honestly and effectively to control loss
• Understand and adhere to guidelines on restricted sale items (Alcohol, Tobacco, Fireworks, Videos, etc.)
• Ensure proper temperatures in cases and coolers are maintained and temperature logs are maintained
• Practice preventive maintenance by properly inspecting equipment and notify appropriate department or store manager of any items in need of repair
• Notify management of customer or employee accidents
• Retail and/or Grocery experience
• Own the client relationship for an outsourcing contract, which may cover one or more service groups
• Accountable for client service management, related delivery, and growth of the contract and its financial performance
• Serves as positive advocate for the outsource partnership and program
• Works with key client stakeholders for driving operational decisions
• Focuses on driving value for the client
• Drive strong Operational Discipline, performance management and rigorous reporting
• Responsible for process improvement
• 5 years of experience in Outsourcing Operations
• 5 years of experience in Service Management
• 5 years of experience in Performance Management and Metrics Status Reporting
• 5 years of experience in Sales Reporting Analytics
• 3 years of experience in Senior Level Management
• 3 years of experience in Quality Process Improvement
• 3 years of experience in Financial Management
• Experience in Service Level Metrics definition and measurement
• Six Sigma certificate
• Plans, schedules, organizes, assigns, directs and controls all activities, either directly or through assigned personnel, to successfully perform all billable service work with customers to ensure compliance with customer requirements and related building systems such as emergency lighting, security, CCTV, paging and other equipment serviced by Kratos
• Works closely with the Director of Operations, recommending actions and changes to ensure the profitable expansion of the billable service business
• Works directly with Service Coordinators and Administrators to properly schedule technicians to ensure customer commitments are met on time and in an organized efficient manner
• Responsible for the profitability of the Service Department. Utilizes electronic tools, Timberline or Great Plains, to plan, track and report on Service performance
• Maintains a strong working relationship with other departments, particularly in Operations, in the closing of service calls and deficiency repair opportunities generated by that department
• Maintains and /or initiates a regular program of customer visits to ensure customer feedback and overall satisfaction
• Responsible for increasing and influencing service business customer satisfaction levels and customer retention
• Manages and provides documentation for the account file including correspondence, requests for information, and timeliness by adhering to company standards
• Reviews customers systems during billable maintenance or repairs and if needed, provides leads to the Sales Department for additional potential system expansion or retrofit work
• Develops and coaches assigned team through annual development planning and goal setting
• Ensures the service team adheres to safety standards and all local and national codes
• Continuously reviews, analyzes and recommends to the Director of Operations changes and enhancements that will improve operating efficiencies and business expansion
• Researches, interviews and hires new expansion or replacement Service personnel and ensures Service personnel are trained and equipped to exceed customer requirements
• Works closely with Service Sales representatives to advise them of potential new Preventative Maintenance Agreements
• Must adhere to the Kratos Code of Ethics and Compliance
• Must adhere to the KPSS Safety Program Requirements for Service Department
• Understands financial P&L reporting for the Service Department
• Ability to lead with effectiveness
• Ability to maintain sensitive and confidential information
• High integrity and trustworthiness
• Proficient with Microsoft Office, Word, Excel, Access, and PowerPoint
• Proficient with Microsoft Outlook and the Internet
• Ability to conduct group meetings and presentations
• Bachelors degree in business management or equivalent related work and management experience
• Lenel Access Control training as well as other industry related system certifications
• A minimum of five (5) years experience in the security industry with proven project management skills, team leader capabilities and supervision experience
• A technical or business based qualification ideally engineering/O&G industry related is needed, with a degree being highly desirable
• Track record of building professional relationships with customers
• Previous experience in a similar role (min 3 years)
• Previous knowledge and use of SAP systems is preferred
• Oil and gas production or refining industry experience is preferred but not essential
• 10+ years of demonstrated experience of driving large complex projects to successful transition
• Demonstrable technical excellence in a relevant domain (Software, Services, ERP, Datacenter, Network, and Retail Systems) required
• Experience working in fast paced, passionate, high rate of change, high-tech environments
• Must be comfortable as a power user of PowerPoint, MS Project, VSTS, and Excel
• Six Sigma green/black belt preferred
• Retail Operations or Retail Store Systems experience preferred
• Excellent interpersonal verbal and written communication skills, with the ability to assemble, document, and present information to the team
• Outstanding problem solving skills and passion to solve hard problems as part of a team
• A proven track record of driving pragmatic solutions to ambiguous problems
• Bachelor’s Degree in Computer Science, Mathematics, or related sciences - or equivalent work experience
• Preparing the ground for smooth transition of the organization and service deliverables from warranty to maintenance execution
• Optimizing resources in order to deliver both warranty and maintenance commitments and deliverables
• In coordination with the Service Director and the Customer Director: manage interfaces with maintenance clients on the execution of service contracts , negotiate variation orders for additional services
• Providing internal reporting to institutional company stakeholders (Finance , Operations, Legal)
• Heading our services department and running our service business together with project managers and engineers
• In charge of the team providing services such as project upgrades, extensions, spare parts and training as well as 24/7 maintenance in Finland and export markets
• In charge of our project management engineering teams for service business in Finland and applicable export markets
• Continuously working with your team to optimize our operations and engineering processes and to find cost effective solutions
• Achieving world class performance and developing your team´s competence and skills
• Implementing initiatives from the BU Service core team
• Achieving best in class execution and cost effectiveness
• Monthly and quarterly forecasting of your team’s projects and taking pride in meeting targets
• As part of the unit´s management team, you are a key player in fostering cooperation between teams and employees
• Experienced in field Service Engineer position for a period of 3 years or more
• Minimum Diploma qualification or higher
• Ability to write incident and RCA report in English
• Ability to communicate with customers
• Attended UPS technical Service and product training will be good reference
• Monitoring applications environments over multiple regions or availability zones
• Providing snapshots of volumes, moving data from one location to another or restoring data based on user request
• Setting up routine archival backup for applications and databases
• Setting up event triggers for production and non-production environments
• Creating automation scripts or standardizing provisioning process using bash, Chef or Ansible
• Provisioning storage, compute or networks based on client requirements
• Configuring and managing Identify Access Management groups and users
• Supporting and managing multiple security groups for different applications or environments
• Setting up and monitoring metrics for application performance and infrastructure utilization
• Performing virtual machine, application and OS security patch updates
• Previous experience within a service management focused role or positions that have been delivery and customer focused
• Experience within the telecoms or IT industries would be beneficial, with experience in the energy industry being a distinct advantage
• Experience in applying service management tools and methods and the relevant approaches and frameworks such as ITILv3
• B2B Service management experience in a complex multi-supplier environment
• Good report writing and data manipulations skills are essential
• An ability to develop and build trusting open relationships using excellent stakeholder management skills
• Financial Management of service & CCNs – revenue and cost forecasting
• Service transition and service acceptance into service
• Manage SLA’s and KPI’s against contractual obligations
• Manage quality of service performed by service delivery teams
• Contract compliance and standards adherence
• Service & contract change management for incremental & additional services
• Stakeholder management, both internal and customer
• Manage supplier contracts
• Manage small projects and CRs
• Attendance at client meetings, including the presentation of service reports
• Exceeding customer satisfaction targets
• Drive innovation and continuous improvement across all service towers
• Responsible for organic growth within the account of similar and adjacent services
• Supporting the wider account team in developing new opportunities in non-adjacent services
• Willingness of to work unsociable hours as demanded by the role
• Experience of holding similar roles within managed service / service provider organisations
• Experience of managing complex end-to-end service solutions
• Service delivery using virtual / leveraged / dedicated and hybrid service teams, both on and offshore
• Development and negotiation of contracts and service level agreements
• Native or Near-Native Japanese ability, Business level English ability
• 5 plus years program management experience with demonstrable success in the Service Provider / Enterprise market space
• Strong service business or program management experience with another manufacturer or large partner essential
• Excellent customer management and relationship skills, gained from experience working in the support environment in the IP market space. Strong interpersonal skills essential
• Strong written and oral skills, experience dealing directly with multiple levels and disciplines within the customer environment
• Able to manage multiple projects and priorities
• Significant contribution to cross-functional qualification projects
• Manage vast resources for project/task delivery
• Monitor, manage and audit case progress
• Prepare and deliver weekly/bi-weekly case reviews to provide current case and RMA status
• Conduct Periodic Operations Reviews in conjunction with the account team to review Juniper product and support performance
• Prepare and deliver Postmortem/Root Cause Analysis on both technical and process issues
• Perform trend analysis on both customer raised and internally identified issues, drive other organizations to develop a problem resolution
• Drive and manage technical and non-technical escalations
• Conduct Juniper Customer Support process training/review sessions
• Document and maintain customer information and educate other Juniper internal resources on the supported customer(s)
• Participate in code and hardware qualification projects
• Participate in cross-functional, global project teams
• Coordinating support efforts among multiple organizations
• Prepare and deliver detailed quarterly business and operations reviews with customer
• Work with customer and internal teams to review and update install base monthly
• Sweep and mop shop bays when empty
• Assist technicians in cleaning up waste and oil spills
• Separate and remove steel and aluminum
• Deliver customers to home or office; and deliver customer's trucks when required
• Three months' experience
• Working knowledge of hazardous and non-hazardous material disposal
• Must be Open to Relocation
• Manage employee schedules and pay plans
• Experience with ADP or other automotive software required
• Drive business results and manage customer relationships within area of responsibility
• Own operational processes (PM completion, Overtime management, NCR, FE Tool utilization)
• Lead and cultivate a culture of GE Values and integrity
• Develop strong customer relationships and serve as the interface between customer and all GE Healthcare organizations creating “one GEHC for the customer
• Proactively identify customer needs and develop and implement customer specific solutions
• Lead service delivery which continuously surpasses customer expectations
• Leverage internal relationships to enhance business performance and customer experiences
• Promote a safe working environment and ensure compliance with applicable EHS policies and procedures
• Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe
• Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible. 1. Bachelor’s degree and minimum five years of leadership experience or equivalent (defined as High School Diploma/GED and eight years progressive experience with leadership and technical support)
• Proven experience leading a team, managing customer relationships, and/or managing a P&L or comparable business unit
• MBA or master’s degree and prior field sales or field service experience
• Proven leadership and an ability to orchestrate resources and motivate teams
• Experience in managing a large P&L
• Leadership skills that build a connection to the workforce through personal involvement, inclusivity, and trust
• Demonstrated tendency to challenge the status quo, drive constant improvement in process, and an ability to achieve organizational goals
• Previous direct report management or leadership experience
• Manage the performance of the Dealerpoint in line with the agreed Parts & Genuine Volvo Service process and operational KPI’s
• Responsible for customer satisfaction relating to the Dealer Point. Ensuring regular customer visits are planned and actioned
• With the DPM produce action plans for improvement if below benchmark
• Prepare and take ownership of the Dealerpoint business plan, working hand in hand with the Dealer Point Manager
• Coordinate all CRM activity within your area of responsibility, identifying and targeting new customers along with the management of the existing customer base
• Work closely with the designated TSE to win new business
• With DPM analyse and create an action plan to increase the depots CSI scores year on year
• Ensure that constructive annual and mid-year personal business plans (PBP’s) are undertaken at the depot. Ensure that the information gathered from the review is used to identify training requirements
• Ensure appropriate training and support provided on a timely basis to bridge competency gaps
• With DPM analyse and create action plans to increase the Employee Engagement Index scores year on year
• Ensure that the Dealer point works within ISO 9001 and 14001 standards
• To assess and take action on the Dealerpoint debtor list in conjunction with the Credit Control department. Ensuring that queries are within target
• Carry out audits and produce reports upon request
• Carry out regular process reviews with your Dealerpoint Manager to identify operational issues / discrepancies and ensure appropriate follow up actions are taken to rectify
• Manage the performance of the service department to ensure that KPI targets are achieved
• Support the CSR / Workshop Supervisor as required to ensure job specification, codification and quote preparation tasks are completed on a timely basis
• Hold daily GVS meetings to plan workload and resources, review identified issues from previous shift and identify appropriate solutions consistent with standard OTI process requirements
• An understanding of the Depots customers and potential. Including what industries and type of work our customers undertake – ‘knowing the customer base&#8217
• Experience of working within the motor vehicle industry -preferably a technical background from working within a commercial workshop
• Knowledge / experience of leading teams
• Full knowledge of VOSA requirements and MOT testers manual
• Warranty & Contract scope & procedures
• The application of Volvo Standard Times
• Knowledge of workshop KPI’s
• An in-depth understanding of all the Genuine Volvo Service Process stages
• CRM Process & supporting tools
• An appreciation of our customers, the environment in which they operate and the direct impact we can have on their business
• Volvo technical product knowledge
• The Volvo Total Offer Wheel and the products contained within it
• To be able to interpret and understand financial information
• To be able to lead and motivate the team in their daily activities
• To be able to coach and provide support and guidance to your team to achieve their objectives
• To have excellent communication skills at all levels both written and verbally
• To have questioning, listening & information gathering skills
• To be able to work in an organised & methodical manner ensuring that all daily tasks are completed
• Negotiation skills – gain agreement on proposed course of action (Win/Win)
• To be able to modify your approach in specific circumstances to ensure a positive outcome
• To be able to understand & analyse operational issues & propose appropriate solutions
• To be able to operate GDS and Impact systems, specific to the GVS process stages
• Knowledge of Microsoft Outlook, Power point & Excel
• To be able to carry out performance reviews using the PBP system
• Taking service orders, prioritizing them, and handling each order in an efficient and timely manner
• Overseeing each work order to ensure that it is properly and quickly completed, or personally repairing or replacing the equipment
• Assisting your team with complex orders or, when more than one associate is needed, completing the job
• Contacting vendors for any work not performed by staff and overseeing and approving all vendor work
• Maintaining and assigning tasks for a preventive schedule
• Ensuring that your staff remains on schedule in preparing recently vacated units for new rental
• Keeping the shop organized and in good working order
• Ordering parts and supplies as needed
• Keeping the Property Manager informed on the overall condition of the property and coordinating resolution of outstanding issues
• Overseeing the landscape and housekeeping functions of the property as needed
• Assisting in hiring, training, and developing staff
• Hearing resident complaints and resolving them in the best manner possible
• Working on-call as required
• Performing other miscellaneous duties as assigned
• Ability to communicate with residents, vendors, and co-workers in a friendly and businesslike manner
• Ability to function well as part of a team
• Strong multitasking skills
• Ability to work in disagreeable conditions, both outside and inside, for extended periods of time
• Ability to regularly lift weights of over 50 lbs
• Skill in efficiently using common and specialized repair and maintenance tools
• Minimum 2 years of experience in performing mechanical repairs and maintenance of home-related mechanical equipment
• HVAC certification and experience
• EPA Type II or Universal certification, plus any additional certifications as required for your property
• Residence within 30 miles of your assigned property
• Availability for on-call rotation
• CAMT preferred *Will be required in the state of Florida within 6 months of hire*
• Planning, organizing and controlling experience
• Experience in Performance Management of Personnel
• Demonstrable history of previous supervisory skills and experience as a Mechanical Fitter
• Above average written and verbal communication skills
• Understanding of QOHSE requirements within Oil & Gas Industry
• A good working knowledge of valves and Oil & Gas Industry standards
• Knowledge of sampling, blending and metering systems
• Knowledge of flow measurement equipment – Ultrasonic, Orifice, Coriolis and Turbine
• Knowledge of control systems and package interfaces
• Oil and gas industry knowledge
• Familiar with mobilizing personnel to various sites/offshore locations
• Experience processing & partnering with provisioning teams using Interpersonal Effectiveness and Listening skills
• Time Management & Effective Management skills
• Prefered telecom experience partnering with local exchange carriers and various management levels within internal and external organizations
• Ensures orders are correctly implemented and installed in a timely manner, coordinate with Agents, technical vendors and client work centers
• Must be detail oriented and have strong organizational skills, as well as the ability to manage multiple projects
• Must have good written and oral communication skills
• Customer service skills are required
• CUSTOMER OWNERSHIP: Service Manager will responsible for owning the network performance of an assigned customer base. This will include reviewing customer’s network topology for business continuity and compatibility with Cox network. Ensuring all appropriate Cox systems are updated with customer network inventory. Ensure all relevant fix agencies have visibility to customer Service Level Agreements and what committed Cox has made in obtaining these SLAs
• CHRONIC TROUBLE MANAGEMENT: Develop action plans to address circuits or sites which have experience multiple troubles within in a specified time. The action plan should identify the root cause and recommendations with associated timelines for resolution. Collaborate with the appropriate internal organization and possibly customers’ vendor in developing and implementing action plan
• Knowledge of TCP/IP and LAN/WAN topologies and configurations
• Demonstrable intermediate to advanced knowledge of Microsoft IIS 7/8
• Understanding of relational databases i.e MSSQL within the context of SharePoint
• Review compliance reports and identify opportunities for processes/procedural improvements
• At least 3 years of experience as a Senior Oracle/SQL Server DBA, SharePoint administration and/or support or equivalent
• 2+ years Release Engineering/Configuration Management or Change Control Experience
• 1+ year Program/Project Management Experience
• 1+ year experience in an Operational / Service Management role
• Minimum of 3 years lead service management experience
• BS/BA degree preferred. Minimum 5 yrs. additional service management or technical support experience in lieu of degree
• Excellent verbal and written communication skills, with the ability to effectively communicate business and technical information across all levels of the organization, being sensitive to the needs of unique audiences
• Competent in facilitating meetings, recording meeting minutes and monitoring action items to completion
• Effectively use teamwork to positively contribute in high performing, results driven, and collaborative team environment
• Experience with International and Virtual Teams preferred
• Excellent technical analytical skills, especially in the insurance or financial service industries preferred
• Exposure to multiple ticket management tools, i.e. ServiceNow, Remedy
• Perform, schedule and supervise maintenance repairs throughout the property including the common area amenities, resident occupied units and vacant units in preparation for new resident move-ins
• Schedule, monitor and conduct preventative maintenance on various equipment, electrical and plumbing systems, HVAC, swimming pool(s), carpentry, dry wall, exterior structural and appliances
• Direct and supervise the daily activities of the property service team
• Collaborate with the Property Manager to coordinate the move-in schedule and ensure the timeliness and effective completion of all repairs in preparation for all new residents
• Budget and maintain an up-to-date supply inventory on all equipment, tools, and supplies for the property
• Manage open service repair requests through Yardi
• Lead, motivate and develop a successful staff
• Deliver outstanding customer service to all residents
• A flexible schedule to include weekends, evenings and holidays
• Three or more years of apartment maintenance experience. Supervisory experience is preferred
• High level of skill in the following areas: electrical, plumbing, HVAC, swimming pool, carpentry, dry wall, exterior structural and appliances
• Your strong technical skills identifying and diagnosing maintenance issues
• Track record leading and directing a successful maintenance team
• Strong computer knowledge
• Superior time management and organizational skills
• Ability to manage several tasks at once while remaining detailed and well organized
• EPA Certification, Type I & II
• CPO Certification (Pool), as needed
• Ability to be on-call to respond to after hour emergencies
• Meeting and greeting customers on a daily basis - being their main point of contact throughout the repair process. Following up with them after the repair process to confirm satisfaction
• Establishing positive relationships with our customers that result in repeat business for all service needs
• Scheduling appointments for customers to drop off equipment to be serviced
• Answering inbound service calls
• Completing paperwork and gathering details about the equipment to direct the technician on the repair
• Managerial responsibilities including, but not limited to, scheduling, hiring and training technicians, P&L and budget requirements
• Resolution of customer concerns
• Educating customers on preventative maintenance options
• Investigating any warranty options
• Closing work orders and collecting payment
• Managing and processing work flow
• Ability to motivate others and direct workflow
• Strong attention to detail and a love of organization!
• Proven track record of growing a loyal customer base
• Willing to go the extra mile for the customer
• At least 2 years of recent service writer/customer service experience needed
• Technical repair or mechanical repair experience a plus, plus own a complete set of work tools
• At least 3 years’ experience in managerial role in an Aftersales department
• Up to date knowledge of vehicle and consumer legislation, trade practices and FCA regulations and duties
• Maintain rigorous control of Department costs, stock and budget
• Ensure that company standards are followed in relation to control of funds, premises, vehicles, and other company resources
• Experience in establishing and growing a call center
• The selected candidate will have extensive knowledge of the ITIL framework and significant experience in leading organizations in the formation and management of a comprehensive services organization
• Extensive background in establishing a quality Change Management function
• Experience in negotiating and reporting on SLAs and key metrics
• Prefer experience working with a Managed Service partner in the overall support model
• Desire to work with the business areas to understand their service requirements
• Bachelors degree with 5 years related experience in IT Business Office and IT Financial Management. Accounting, finance and contract management background and experience strongly preferred
• Identify training gaps and opportunities, collaborate with NSC Learning Manager and create training independently
• Resolves personnel issues and escalates to proper administration as needed
• Interviews and screens for Sales and Service Representative positions
• Maintains master NSC staffing schedules
• Monitor attendance and productivity of NSC employees
• Manages and approves NSC payroll
• Occasional travel required
• Performs duties of Hourly Manager
• Assists overall Central Checkout Department operation and serve in manager capacity during the Store Director-s (SD)/Assistant Store Director-s (ASD) absence
• Achieves sales goals; prepares projections/forecasts, reviews financial tracking information, addresses performance opportunities and budget discrepancies, communicates sales goals to Partners (labor, wrap, cash control)
• Provides work direction and training to Partners and ensure all department standards are met
• Manages individual Partner productivity
• Conveys appropriate sense of urgency in dealing with Partner and Customer issues
• Coaches, trains and develops Partners
• Writes and administers effective documentation
• Manages Central Checkout activity and administer department standards/guidelines in a fair and consistent manner
• Researches and analyzes potential or existing process breakdowns and works with necessary Partners to identify and solve problems
• Trains School of Retail Management (SORM)/School of Retail Leadership (SORL) trainees
• Manages a large staff to include: interviewing, hiring, training and development, delivering on-time Performance Appraisals, providing feedback, scheduling, counseling and terminating
• Promotes corporate and store events through powerful planning, merchandising and taking advantage of traffic
• Periodically performs duties of all Service personnel
• Provides direction, training, and feedback to all department personnel
• Forklift/Powerjack Training
• Able to prioritize and handle multiple tasks
• Ability to supervise, train, motivate and cross-train staff
• Motivate, train, develop, and reward employees
• Forecast sales, gross profits, and expenses
• Observe, encourage, and inspire advisors to secure customer loyalty
• Attend manager meetings and conduct weekly service dept. meetings
• Maintain an at or above national average CSI score and follow up with all guest issues or concerns to ensure customer satisfaction
• Train all advisors, technicians and valets on dealership procedures
• Manage technician productivity, work with shop foreman to ensure customers vehicles are serviced properly and in a timely manner
• Interact with outside vendors and other dealership management
• Develop and execute effective customer relations policies
• Continue to maintain Berkshire Hathaway Automotive’s value, quality, and integrity
• Minimum high school diploma or GED equivalent required
• At least 3-5 years of Automotive Service Management experience
• Broad knowledge of new vehicle technologies and mechanical operations
• Self-motivated enthusiastic presence in a team environment
• Consistent and stable work history
• Owns the overall service relationship management between BT and the assigned accounts on a country/regional basis
• Develops and integrates the service strategy within the overall Account
• Development Plan by working closely with the Account Team and all Sales & Service personnel aligned with the account
• Builds and maintains highly developed relationships within the designated Customer accounts and the BT community to effectively progress service issues and plans
• Acts as the customer’s advocate throughout BT and are responsible for facilitating the prompt, effective resolution of all service related issues. This includes the identification of root causes and the development/implementation of associated action plans to maintain/improve customer satisfaction
• Lead the development and implementation of all action plans to improve applicable areas of service highlighted through customer surveys
• Produce relevant Quality of Service reports and lead/manage the Service
• Review with the Customer, identifying any service gaps and producing Action Plans to close
• Administer Service Level Agreements, understand all regulatory conditions; understand the basic key points on commercial law applicable to service issues
• To be fully aware of the need to safeguard sensitive customer information at all times, so that customers perceive BT to be a trustworthy organisation
• Ability to apply service account management techniques and manage virtual teams in a matrix structure and to motivate team members
• More than 5 years in customer service/management in IT/Telecom industry
• Face to face client management skills
• Core focus areas and key accountabilities
• This position requires a High School education or equivalent. BS degree helpful
• 3 years or more of retail managerial experience along with a proven track record of positions with increasing responsibility
• Experience with class 6, 7 and 8 semi truck mechanics and or lubrications helpful
• Strong analytical, problem-solving, and communication skills
• Working knowledge with Microsoft Word/ Excel/ PowerPoint
• Excellent people relations skills
• Able to lead by example and make decisions based on strong analytical insight
• Build trust and respect to promote store success
• Hire and supervise employees who meet all critical requirements and qualifications for each position (counter sales, warehouse, delivery drivers and others as approved)
• Review work throughout the work process and at completion, in order to ensure that it has been performed effectively
• Communicate with employees on a regular basis to insure procedures are followed, new procedures and methods are considered and new approved methods or procedures are known and carried out on a timely basis
• Appraise and document employee performance at regular intervals as required by company procedures, insuring a plan for improving employee performance and potential. Meet with each employee at least once a year (on their anniversary date) to formally review their performance and discuss future performance objectives and goals
• Recommend pay increase based upon performance. Receive approval from Area Manager and Operations Manager before discussing with employee
• Counsel employees in work -related activities personal growth and career development
• Prepare reports for the Area Manager and the Operations Manager
• Report work-related injuries of employees to our third party administrator, Zurich
• Ensure all walk in customers are greeted immediately and an associate offers assistance within 2 minutes
• Make certain all work orders are filled at a rate of 100% accuracy
• Post all inventory receipts daily
• Invoice all sales daily
• Deposit all cash receipts in accordance with instructions from accounting
• Process all vendor invoices in accordance with instructions from accounting
• Approve expenses (within budget limits)
• Lead shop meetings as required, but no less frequently than each month. Review territory EBIT and sales revenue to plan; find new opportunities for sales penetration of new or existing products; share successful practices
• Maintain a top 25-customer list. Each month update and visit at least 3 customers for potential new business opportunities
• For each account, lead the development of pricing strategy on an annual basis
• Suggest additions or deletions to inventory and update catalogues on a quarterly basis
• Ensure all inventory reports are reviewed weekly. Corrective action should be taken on all negative quantities. Open invoices and POs should be followed up or cancelled
• Review the branch accounts receivable aging each week. Coordinate collection efforts with the credit department to ensure timely collection of balances due from customers
• Establish preventive maintenance plans for equipment such as delivery trucks and forklifts along with daily inspection of such equipment
• Annual physical inventory variances should not exceed 2% of the total inventory value
• Maintain the branch appearance to include daily cleaning of the entire facility (inside and outside), restocking of display areas and restrooms
• Ensure that the third ring answers the telephone and all associates answer in a uniform manner
• Minimum of 5 years of experience in heavy duty truck and trailer service industry, including a minimum of 3 years in a supervisory position
• Monitor the shop productivity, workflow, and procedures with an emphasis on efficiency, thoroughness, and safety. Largely responsible for the overall day-to-day operations of the back shop, such as ensuring that the service staff complete CVIs and proper service repairs
• Ensure the execution of customer service standards and customer satisfaction programs, and ensure the equitable resolution of customer complaints. Follow all policies and procedures related to cash, credit, check, refund and return policies
• Partner with the Fleet business team to maintain and build Fleet service customer relationships
• Comfortable utilizing up-sell techniques
• Financial Management - Manages budget for the service being provided, monitors project budgets to ensure the department remains on track and identify Total Cost of Ownership for the service
• Demand Management - Understands demand for the service and ensures appropriate capacity is in place to support at time service is requested by the customer
• Service Roadmap - Manages and maintains the road map for the service by partnering clients to understand requirements, and work with Architecture to define/develop service to meet those requirements
• Service Catalog - Manages and maintains a Customer Facing Service Catalog that defines the service provided
• Product Lifecycle Management - Manages the lifecycle of the products that support the service, including managing the inventory, the current standards, upgrades, and managing the End-of-Life, and Retirement schedules, in order to minimize maintenance expenses
• Service Level Management - Manages Service Level and Operational Level Agreements. Ensures that all operational services and their performance are measured through use of KPI's, Metrics, Dashboard and Reports, in a consistent, professional manner and that the services and the reports produced meet the needs of the customers
• Vendor/Supplier Management - Meets with vendors periodically to obtain value for money from suppliers and to ensure that suppliers perform to the targets contained within their contracts and agreements
• Release and Deployment Management - Ensures new products are driven through the Service Certification process. Assembles and positions all aspects of the service into production, including but not limited to, ensuring service description is created, SLA's/OLA's are in place, and proper training of operations staff is conducted to facilitate "day 1" operation of the service
• Demonstrated knowledge of ITSM and ITIL covering Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement and the processes across the lifecycle phases
• Knowledge of the Systems Development Life Cycle (SDLC)
• Financial knowledge and budgeting experience
• Understanding of IT services in Hosted Data Center environments
• Excellent communications and written skills, with comfort leading meetings and presenting to leadership
• Process oriented with ability to re-engineer processes in order to make service delivery more efficient
• Highly motivated, self-directed and performance driven
• Excellent ability to juggle multiple priorities and able to "follow-up" as appropriate
• Experience with Planview, MindJet, MS Project or related Project and Process Management tools
• Excellent interpersonal and communication (oral and written) skills; ability to identify the audience and adopt communication style as appropriate
• Demonstrated ability to successfully organize and lead large complex projects
• A strong ability to influence, persuade and negotiate with others and a demonstrated ability to achieve results
• Ability to work in a rapidly changing environment, demonstrating flexibility
• Demonstrated commitment to customer service and continual service improvement
• * Prefer resumes in Word or PDF format
• Management of warranty service operation through a team of Service Technicians
• The Service Department performs warranty and non-warranty service repairs at our customers' homes throughout the Simi Valley geographic region. Service Techs diagnose customer issues and determine if a situation is a warranty item, while appropriately managing customer relationships
• The Service Manager will have budgetary responsibilities for this department and will be tasked with ensuring the department meets safety, quality, and performance objectives
• Facilities through Service Technicians the successful resolution of customer issues/complaints in a manner to maintain customer relationship and provide exceptional customer service
• Establish service operation priorities and key performance indicators to drive for continuous departmental improvements
• Observes and coaches personnel; responsible for developing direct reports along with facilitating development of service department members to assist them in growing in their careers
• Understand and model Cummins values
• Model leadership behavior
• Ability to manage a diverse team
• Ability to multitask and deliver on key performance indicators (KPIs)
• Ability to work in a fast-paced and ever changing environment
• Performance Measurements - Using business performance measurement to drive manager behavior. Calculates performance measurement appropriately as part of their work. Can explain the proper interpretation of measures in a business context
• Service Cross-Functional Knowledge - Basic understanding of the service processes, both retail and service support. Experience with the tools of service such as diagnostic procedures, technical support, and reliability improvement
• Warranty/Policy Support - Aware of the corporate warranty system and Marketing structure basics to support OEMs, Distributors and End User customers to maintain excellent partnerships and relationships
• Focus on Customer Needs - Familiar with key Cummins customers. Knowledge would include business strategies, organizational structures, geographic footprints, financial results, internal processes, and primary needs for effective segmentation
• Manage Execution - Demonstrated results indicating deep knowledge of managing execution. Coordinates performance across regions, teams, and departments on complex projects and work flows
• Working Capital Management - Use working capital management knowledge appropriately as part of their work. Knowledge of the cash conversion cycle and how accounts receivables, accounts payable, and inventory effect the cycle as well as the techniques for improving working capital and the metrics that can be used to monitor performance
• Channel Repair Process - QuickServe - Able to lead others in executing the QuickServe process. Demonstrate improvements using the QuickServe Customer Meter/Net Promoter Score data
• Good knowledge of UAE market
• Language - Fluency in English (Written and Spoken), Arabic will be an advantages
• Coordinates day-to-day shop operations including workflow scheduling and priority
• Coordinates activity on-road breakdown situations to minimize downtime and resolve issues
• Works in conjunction with the ADS Maintenance Manager on best practices and expense reduction to develop and maintain a template operation that minimizes variation by location
• Orders and maintains location tire inventory
• Works in conjunction with fleet operations and safety to address equipment issues/concerns and performs the equipment orientation with new hire driver force
• Coordinates ongoing training programs for mechanics through intercompany and vendor contract
• Completes other assignments and special projects as requested
• 5 years of Heavy Vehicle Shop Maintenance Management required
• Class 8 tractors
• Heavy truck engines
• Auto-shift transmissions
• Trailer operations and airbrake systems
• Multi shift staffing
• Preventive Maintenance (P.M.) scheduling
• Computerized maintenance tracking software
• Knowledge of internal and external training
• Excellent communication skills to work with a variety of departments, vendors, management and employees
• Proven ability to set priorities, multitask, and to work with minimal direction and supervision
• Ability to understand operations and observe safety rules
• Ability to establish and maintain effective working relationships
• Recruit, develop and motivate a highly productive team of promotable DM's and RSR's through continual coaching and training, regular meetings, actively training and developing DM's to become future SM's, fostering a positive work environment, projecting a professional image and building strong relationships with each DM or RSR. Also oversees disciplinary action taken in the department
• Ensure customer loyalty and outstanding customer service. Hold DM's accountable for customer visits, audits, new installs, problem solving, open communication and negotiating with customers. The SM also participates in route ride-alongs and contacting customers on a regular basis
• Ensure all company policies and procedures are followed in the Service department, including safety, HR and Service SOP's. Oversee the maintenance of Driver Qualification files and maintenance of delivery vehicles
• Oversee all new account installs and personally attend major and corporate account installs
• Manage retention and growth by motivating the Service team to solicit new customers and retain current customers, up-sell/cross-sell/sample all lines of service or product and ensure a profitable product mix. Monitor and report competitive activity. Oversee promotions, contests and continued excellent customer relationships
• Control department costs within budget constraints. Submit regular department progress to the General Manager
• Leading the Service team to success, communicate changes and policies, oversee route organization for the branch, perform periodic route check-ins, make visits to Service Centers and cooperatively work with other departments in the branch
• Safely operate company vehicles, following all applicable laws and company policy
• Follow written and verbal instructions and perform other tasks as directed by the GM
• Work with and support other branch personnel as required by the GM
• Have and maintain a valid driver’s license, and keep a driving record free of chargeable accidents, speeding, safety or other violations
• Excellent skills in customer service, management and route sales
• Excellent verbal/written communication skills in English, comprehend and follow direction, add/subtract accurately, comprehend colors/sizes of textiles, excellent time management skills, a team leader
• Experience of working in a supplier management environment
• Understanding of how the performance of operational services can enable or impact customer experience, trading entity costs and the reputation of Barclaycard and Barclays
• Ability to work collaboratively across a range of teams and to develop strong working relationships that can withstand constructive challenge and that recognise the contractual relationship between trading entity and Service Organisation
• Development of effective controls and performance tracking
• Display a continuous improvement approach to all responsibilities by constantly challenging the status quo and incorporating best practice from competitors and other third parties
• The ability to develop solutions for new situations where there may not be a precedent on which to rely and which balances customer, cost and reputational considerations
• Strong numeric / analytical skills and ability to draw key points from complex data sets
• A good command of the English language and ability to write clearly and concisely
• Bachelor’s degree and/or extensive experience managing a service
• Thorough understanding of IT Service Management
• ITIL qualified
• Experience with IT management and improvement methodologies such as ITIL, 6S, Lean and/or ADP
• Proven ability to engage with stakeholders at all levels and communicate service issues in their terms
• Knowledge of Complementary Worker laws and regulations in the UK and US
• Highly computer literate with a working knowledge of key HR systems including Workday
• Knowledge of complementary worker processes, Fieldglass and Workday processes
• Experience of managing with 3rd Party vendors
• Demonstrated ability in successfully resolving customer issues regardless of organisational boundaries , to a mutually acceptable solution
• Demonstrated ability to manage a successful service
• Deep understanding of end to end processes and associated technology platforms
• Excellent analytical skills. Ability to identify and resolve problems
• Ability to work in culturally diverse teams and reconcile cultural differences to successfully deliver services
• Proven people management skills including the ability to deliver through others with the capacity to foster enthusiasm and team work
• Able to see the ‘big’ picture and capable of thinking beyond immediate area of responsibility
• Self motivated; ability to work under pressure within a continually changing environment
• Strong interpersonal and influencing skills establishing strong working relationships and practices with clear accountability for delivery
• Proven ability to represent company interests when dealing with 3rd Parties
• Work experience in a regulated environment is desired
• Empathy and understanding of human issues in delivering long term sustainability of services
• Operational Delivery – Process
• Coordinate the service delivery across the Juniper service and support and Partner support teams
• Prepare and deliver Postmortem/Root Cause Analysis on both technical and process issues Perform trend analysis on both customer raised and internally identified issues, drive other organizations to develop a problem resolution
• Provide high level software upgrade guidance by providing SW field experience and release schedule
• Manage non-technical escalations
• Some travel will be required to customer locations
• Minimum 7 years customer service experience in supporting large, complex IP based networks
• Minimum of 3 years experience managing customer service support personnel in cross-functional, matrixed work environments, or equivalent work experience
• Good technical understanding of the following areas: OSPF, ISIS, BGP, MPLS, Multicast, QoS, SDH, and network management
• Developing and evolving the correct team model to manage the network operations, escalation and resolution of Incidents and Service Requests
• Ensure that equipment provisioning is handled and supported correctly
• Must have a passion for the Internet and the new emerging technologies related to it
• Experience in the cable space with video and/or carrier market space a strong plus
• Must be proficient with Microsoft Office and have strong data analysis and presentation skills
• SAP and Business Intelligence reporting knowledge a strong plus
• Past experience with executive level presentation and written communication required
• Must have strong communication, interpersonal and leadership skills and have demonstrated a history of high-level achievement in cross-functional organizations
• Past experience with Executive level communication/presentation preferred
• Bachelor’s Degree in related field required
• ITIL (required)
• ETOM (required)
• Strong Technical Skills are required
• Project Management recognized certification desirable
• Provide client support in addressing questions and concerns with relation to IT outsource proposals and costing, including providing direction and assistance to clients regarding the IB Outsource Management process
• Act as liaison to facilitate the flow of information, questions and issues between the Client, the IBM account team, IB Project Managers, the Systems Architecture teams and other support groups within IB associated with all stages of the Service Request process
• Follow established management processes for all Work Order Request Proposals delivered by IBM; including initial review, facilitaion of technical reviews, submittal to IBM, tracking of proposal delivery to SLA’s and ensure implemented and billed per the contract, using the Singleview system
• Track the proposal development phase to agreed upon turnaround targets for IBM
• Conduct proposal reviews, ensuring valid and cost effective solutions are delivered by IBM, ensuring the appropriate Systems Architecture representatives and other IB representatives are engaged in the review
• Perform due diligence review of standard new proposals for contractual adherence and agreed upon pricing, raising potential disputed issues to the IBM account team; escalate when appropriate to the Director IB Outsource Management
• Prepare client financial summary breaking out yearly costs by appropriate component and cost element, based on the proposed solution for delivery to the client for their funding approval
• Verify funding details and approval authorities received from the client and obtain final signoff from IB executive; provide approved copy to IBM and secure IBM dually approved copy
• Advise appropriate parties of proposal approval and request server templates be provided to IBM
• Manage Outsource finances, including charging projects based on implemented solutions and IBM billings for all year one project charges
• Identify ongoing project costs hitting internal cost centre and tracking of assumed ongoing proposal costs for budgeting to estimate the countries’ expected future charges
• Provide updates to Country Relationship Managers in preparation for quarterly meetings
• Assist IB Senior Manager with the creation of the IB OM WILLS, items IBM is contracted to deliver on, baseline documentation
• Identify process gaps and recommend solutions
• Participation in monthly partnership report process with IB-BNS and IBM Management and weekly service request meetings
• Provide data when required for reports such as IB Outsourcing Executive Reports
• Contain costs by thoroughly understanding contract terms and ensuring proper adherence
• Manage maintenance staff in the repair and maintenance of tractors and or trailers, fostering teamwork
• Handle road service/troubleshooting over the phone
• Manage parts function, purchasing, and issuing PO's when necessary
• Manage quality control efforts for terminal operations
• Oversee warranty program
• Work with Foreman to accomplish daily goals
• Manage all computer and telephone activities
• Handle all people (driver) issues when necessary
• Oversee terminal fuel process
• Responsible for company vehicles
• Manage tire program
• Responsible for terminal maintenance budget
• Serve as a resource for foreman on personnel issues; including but not limited to PTO, hiring, and disciplinary issues
• Interact with drivers for counseling, problem resolution and general assistance
• Monitor yard and facilities for compliance with all maintenance policies
• Serve as liason to local community groups, regulatory, law enforcement agencies and Marten vendors
• Assist Terminal Management on daily responsibilities
• Providing leadership, direction and co-ordination of operational activities to a team of Case Managers
• Providing a range of co-ordinated high quality case management services to stakeholders to promote sustainable return to work objectives
• Driving change and optimise service delivery and overall team performance
• Undertaking process improvement initiatives
• Possess demonstrated leadership and coaching ability, with an aptitude for analysing information and making strategic decisions
• Knowledge and understanding of workers compensation, case management and injury management
• Strong customer engagement and influencing skills are a must
• Expertise in building and maintaining effective internal and external relationships to deliver quality and sustainable customer relationships
• The ability to deal with an influence
• Bachelor’s degree (B.A.) or equivalent from four year college; or 5-7 years or directly related experience and/or training; or equivalent combination of education and experience
• Must have experience in service and customer service management
• Must have knowledge of accounting practices relating to budgeting and financial statements
• Must have working familiarity with assigned maintenance equipment, construction and repair methods, materials, tools, and procedures, including a basic general knowledge of electricity, plumbing, carpentry, and cement work
• Must be able to attend evening meetings as required
• Customer Service oriented
• Must be able to work as a team member
• Must have working knowledge of Microsoft Word, Excel and Outlook
• Supervise and manage administration support activities including but not limited to: account opening processes, modifications to existing accounts, compliance reviews, etc
• Conduct Performance Management. Coach and provide ongoing feedback to staff, identify training needs, and prepare developmental and training plans
• Redistribute work as required to maintain a fairly balanced work load amongst the RMA/ SSA teams
• Regularly review internal control and regulatory requirements and self-test results to ensure that effective controls are in place
• Work closely with the Sales Manager and Business Unit Control Officer to ensure service appropriately supports business initiatives
• Schedule and coordinate new hire training rotation in the CI segment
• Bachelor's Degree in Business Management, Finance or related field required or equivalent experience
• Bilingual in Spanish and English
• Series 7 and Series 24 required
• Must be able to know and identify client’s needs in order to offer a superior service experience
• Proven ability to manage teams in all levels of supervisory responsibilities - performance management, career development, process improvement, etc
• Operation and management of the branch's service department
• Accountable for financial for the profitability of department
• Supervises and coordinates the daily activities of all Mechanics and the Shop Foreman and ensures staff is aware of job expectations and quality measures
• Responsible for shop safety and ensuring safe work practices in shop and yard
• Analyses defective equipment to determine cause of trouble and ensures the equipment manufacturers response for warranty coverage
• Maintains preventative maintenance records on all company owned assets in the Fleet Management system in accordance with equipment manufacturer’s standards and corporate policies of safety and performance quality
• Tracks and records registration and inspection due dates and ensures compliance
• Inspects and drives repaired vehicles and equipment to verify repairs
• Trains staff and demonstrates repairs and maintenance of vehicles and equipment
• Searches for best price and orders necessary parts for repairs and maintenance and reviews new equipment options
• Codes all shop and vehicle maintenance invoices for proper expense recognition
• Conducts annual inventory and keeps all Fleet electronic records up to date for new purchases, write-offs, changes in status and employee assignment
• Knows truck and trailer weight combinations to ensure compliance with the law regarding proper drivers licensing requirements
• Ensures that all tools and shop equipment kept in the shop and yard area are secured to guard against loss and properly maintained
• Uses a tracking system to check out miscellaneous field equipment as needed by the crews and maintains a log of where the equipment is at all times including rental equipment
• Leads the recruitment, training and development of qualified employees
• Works as a team with other Managers and Supervisors to ensure that all work is in good working condition and that repairs requests are made timely and spare crew trucks are available for substitution
• 5–7 years progressive shop and supervisory experience
• Knowledge of MS Windows based computer program and basic computer skills
• Ability to communicate with various people tactfully, respectfully and effectively
• Able to make proactive decisions regarding Fleet needs based on known maintenance requirements to ensure the best practices for efficient movement of crews each morning
• Act as primary connection for “day-to-day” operational IT services
• Act as the primary connection between Service Delivery and the business for all aspects of IT operational service level management
• Ensure that the expectations of the business with respect to IT services provided are managed appropriately
• Ensure that regular Service Review meetings are conducted with business representatives to review service performance against the service levels agreed between Service Delivery and the business
• Customer Service / Feedback Management
• Develop and enhance relationships with business, actively managing expectations through timely communication & monitoring satisfaction levels
• The Service Delivery Managers are responsible for agreeing changes to the IT infrastructure supported or provided by IT, working with teams across the breadth of IT and interacting with suppliers and the business as appropriate
• A key part of the role is to act as a communicator, dealing with people at all levels and communicating with regards to serious or major incidents and changes
• The role requires a high degree of interaction throughout the Business and IT to solve issues with the delivered services
• A proven track record of performance within an ITIL-driven service management organisation
• Preferably ITIL qualified to at least foundation level
• A customer-facing background and a strong customer interface style are essential
• An ability to analyse situations and develop reactive and proactive solutions is a key part of this role and as such a proven track record in this type of environment is essential
• Ability to relate business priority to service issues
• Able to work with both internal and third party organisations to determine and implement opportunities for continuous improvement
• Contributes to the overall service goals by achieving Regional/Country quarterly and annual targets
• Responsible for the local team organization and takes responsibility of the local Service Booking forecast
• Manages, leads, organizes, directs, plans, controls and coordinates all Regional /Country Service Activities for the related products
• Responsible for delivering the required services to all customers in the Region/Country in the most effective and efficient way possible in order to achieve a high level of customer satisfaction/loyalty
• Fully implements all business processes, procedures and programs related to the BEA Service Organizations
• Manages and actively participates in the field activities of the Region/Country and ensures timely and high quality Service Deliveries to our customers which exceeds their expectations
• Always ensures highest professional relationships with our customer base to achieve customer loyalty, and escalates issues if necessary in order to solve critical tasks in the fastest way possible
• Actively participates in the Contract Sales Process and promotes our contracts in order to achieve highest contract penetration rates
• Leads and manages all the members of the team. Responsible to achieve high motivation of every individual resulting in a best performing Team
• Assures the day-to-day management of the team in order to achieve highest efficiency and efficacy of the organization. Performs Field Service Activities in order to achieve the personal productivity target
• Responsible for the completion of the Annual Performance Management process and owns compensation decision of the team
• Minimum of 5 years’ experience in a technical service function is mandatory, ideally within heavy industries
• Professional background in Electronics/Chemistry/Engineering or related subjects
• Experience with X-Ray Fluorescence, Optical Emission Spectroscopy and Automation systems would be of advantage
• Good knowledge of industrial markets (Steel, Cement, Aluminium, etc) as well as material science research would be a plus but is not mandatory
• Excellent verbal and written communication skills, ability to work across all levels, functions and regions
• Demonstrated organizational skills with the ability to handle multiple tasks with different priorities
• Multicultural management experience is advantageous
• Excellent inter-personal, self-motivational and negotiating skills
• Willingness to travel between 30-50%. For meetings, international traveling including US may be required
• Strong Leadership and management skills
• Excellent German and good English skills, both verbal and written, is a prerequisite
• Implement service strategy in the assigned area of business and ensure service business growth strategy being followed consistently in line with BU directions
• Build sustainable customer approach with value added service products/solutions and be accountable for local client growth, satisfaction and retention along with sales
• Manage service activities with effective execution and work towards improving on-time service delivery
• Implement value chain element process and align the service business within the guidelines
• Co-operate and coordinate activities with other divisions/BUs to harmonize service activities and identify areas of improvement and competency in customer setup to promote ABB solutions
• Implement market segmentation and effective go-to-market strategy for system services to increase market penetration
• Increase service sales on own installed base with effective utilization of Installed Base Management tool- ServIS and drive consistent development of processes and practices based on customer feedback (NPS)
• Ensure healthy pipeline/market demand to achieve service budget and local service performance targets as agreed with global business unit
• Apply existing risk review guidelines of BU in service business and be responsible for P&L of local service unit
• Register, record and monitor service team certification with effective utilization of EPES business tool and ensure the service team is structured with well-defined roles, responsibilities and competence development
• Manage FSTs and support staff work schedule including billable and warranty service, equipment installations, retrofits & upgrades, and preventative service jobs. Manage the responsibilities of PTD service group by maintaining effective communication, allocating resources efficiently, and mitigating on going customer issues. Insure timely monthly invoicing and reports as required
• Provide phone and email technical support for all customers and service staff
• In-house sales promotion - recommend parts, accessories, and Service work necessary to maintain safe and reliable operation of equipment
• To manage all subcontractor activities which include, service activities, in house repairs and misc. assembly work. Coordinate support with Project Manager
• Bachelors Degree or Equivalent Education/Experience required
• Skilled in all aspects of machine tools (electronic, electrical, mechanical, pneumatics, hydraulics, and computers)
• Solid understanding of PC usage and ability to learn various software/applications. Experienced with Microsoft Office programs Word-Excel-Access required, Experience with AutoCAD or related CAD systems preferred
• Ability to read and write technical documents blueprints and schematics (electrical and mechanical)
• Ability to motivate, organize, and achieve max output from subordinates. Ability to multitask and prioritize the duties of the staff
• Knowledge of facility management and maintenance
• Ability to communicate effectively with all levels of professionals and management
• Coordinating services for all customers to ensure we deliver outstanding service
• Recruit, hire, and train technicians to provide customer solutions
• Perform quality assurance and ride-along inspections
• Attention to detail abilities
• Strong communication written and verbal ability
• Has the ability to work non-traditional hours, including nights and weekends as needed
• Possess a solid work ethic and desire to help promote and encourage environmental compliance and safety practices
• Experience with scheduling, routing and inventory/ dispatcher management experience strongly preferred
• Drive solutions that reduce customer complaints, protect brand reputation and improve process efficiencies in order to increase customer retention and loyalty and to maximise sales opportunities
• Safety – Understand the health, safety, environmental & associated legal requirements that are relevant to the work and ensure the team complies with these. Help the team to understand and actively promote issues regarding health, safety & the environment
• Conduct HS&E checks on engineers and contractors
• Dimensions of Role – Type of Role: Managerial
• Strategic Dimensions: implementation/tactical
• People Management: Direct reports: multi-discipline field based engineers (L8). Deputise for the Manager in short periods of absence
• Working Relationships – Team members to engage, support and motivate in order to achieve business results
• Effective networking with other Managers and operational teams within the peer group, support services, contractors and suppliers to resolve issues, share best practice, measure the performance of the business and implement solutions to improve overall service levels
• Engineer Academy team to address training and development needs
• Safety Assurance Engineers/Manager to promote a Health and Safety culture
• HSE and Gas Safe Register where necessary
• Bachelor’s degree in Information Science and Technology, Business Administration, Computer Science, or a related discipline, or equivalent work experience
• Typically requires a minimum of seven (7) years experience in information technology and business/industry work experience. This includes at least four (4) years of leadership experience
• Three (3) or more years of budgetary responsibility preferred
• Experience in service design, delivery, and/or enhancements
• Work related experience and knowledge of data exchange within IT systems, application processing and troubleshooting
• EDI B2B standards and methodologies preferred, and the ability to communicate in EDI terminology with internal teams, external trading partners and third party vendors
• Good analytical, conceptual and problem solving skills to evaluate business problems and apply structured development methods to solve the problem
• Excellent discovery and active listening skills. Self-starter, goal-directed, results-oriented and ability to work with a positive attitude
• Strong analytical skills, conceptual and problem solving skills to evaluate business problems and apply ABC technical options to solve them. Ability to communicate effectively both orally and in writing and mentor team members. Strong interpersonal skills
• Ability to prioritize work load and consistently meet deadlines. Good time management, strong organizational skills and attention to detail. Manage teams effectively with strong focus on overall achievement of goals and driving value for the organization
• Experience in budgeting and financial management of large corporate projects and initiatives. Ability to build strong relationships
• Monitor daily service calls (utilizing current business systems implemented) to ensure customers are receiving prompt response and call resolution. Goal is to provide world class service to our customers
• Monitor technician performance and drive efficient utilization
• Monitor technician expenses and costs associated with service contract fulfillment to ensure maximum profitability
• Create and monitor technician development/training plan. Ensure we are attracting, developing and retaining top level technicians
• Assist with service billing and service support contract questions/issues
• Ensure all technicians have completed and comply with all corporate safety programs
• Assist with the hiring and onboarding of new technicians
• Meet with technicians regularly to ensure they are being kept up to date on corporate initiatives, news, goals and activities
• Ensure quality service is being delivered constantly and consistently at the most reasonable cost possible
• Associates degree in electronics, business, engineering or related field
• Five years of supervisory experience in security service or related field
• Strong understanding of business finances
• Creating goals and objectives for the Service Department, which includes an annual operating budget and a marketing plan to promote new and repeat business
• As needed, traveling to visit customers and dealers both to provide technical expertise, and to establish/grow relationships to enhance revenue
• Hiring and supervising all service department personnel, as well as monitoring their performance in servicing customers
• Providing training on administrative policies and procedures for all department personnel
• Encouraging technicians to keep their skills up-to-date through periodic technical training on new systems and components offered by the automotive manufacturers
• Assumes other duties and responsibilities as directed
• Prior experience managing a service department, preferably dedicated to servicing trucks and/or commercial vehicles
• Demonstrated experience building and maintaining scheduling and staffing tools
• Must have excellent communication skills with ability to interface directly with both customers and dealers
• Must possess a high energy level with a strong work ethic
• Ability to handle emergency situations calmly
• ASE or equivalent certifications are preferred
• Minimum fifteen years experience as in a Service Department, with at least 10 years in a managerial role
• Accountable for the availability, performance and risk position of their services and applications in the production environment
• Accountable for driving operational control and efficiencies as well as service improvements
• Executing the agreed service and technology strategy
• Vendor management for relevant services
• Own the engagement with business stakeholders, to provide updates and progress on each service, to plan and approve changes and amendments to the service and to act as a point of escalation and single point of contact during the resolution of incidents which have a high business impact
• Strong analytical and problem solving skills – able to understand the service and the business landscape, the interdependencies between the two and be able to delve into technical detail when required
• Ensure quality customer relationships
• Manage all aspects of communication and administration related to employment of location staff
• Manage equipment repair and maintenance within prescribed % of revenue. Ensure all equipment is maintained according to policy and documented properly with all required permits
• Ensure all assets are accounted for and parts inventory is adequate and within prescribed tolerance
• Provides information and reports as required by Area Director
• Five (5) or more years of oil field experience, with a minimum of three (3) years in a
• Meet CSLM score of 90% for CitiGold
• Process Implementation, mentoring and training of new joinees
• Candidate Skill Specifications
• Candidate Specifications
• Provides supervision and management to the Service team
• Leads and optimizes Service fulfilment processes and metrics
• Provides visibility to key opportunities in the sales funnels for the business portfolio, taking necessary commercial steps to deliver results
• Achieves Service Sales objectives and bookings/sales targets
• Works with Service staff to promote customer satisfaction and to support team with service issues
• Leads the rollout of focus initiatives and best practices, ensuring traction and follow-up on prioritized growth, productivity, and performance metrics
• Coaches and drives a DBS culture in the Service organization
• Conducts performance review and performance development of the Service team
• Hires and trains new Service associates
• Coordinates and manages Service personnel to achieve annual goals
• Monitors actual vs. budgeted performance using reporting tools. Report goal accomplishment and variance analysis on a weekly/monthly basis
• Contributes expertise to develop and commercialize new service offerings
• Establishes and maintains relationships with key customers by making periodic visits, exploring specific needs, resolving problems, and establishing pricing strategies
• Collaborates with Sales to establish and maintain relationships with accounts that indirectly influence the buying decisions of the customer
• Collects and reports information on all competitive activity, business opportunities, sales trends and results within the Service market providing input during strategic planning and monthly business review
• Bachelor's degree in a technical or business field, advance degree a plus (MBA preferred)
• Minimum of 10-12 years business experience with 3-5 years in sales; and ideally 3-5 years field service management
• Experience leading and/or developing field service organizations and processes
• Ability to project manage and lead cross-functional teams
• Comfortable in the field collaborating with Field Service Engineers, Customers and Sales
• Must have experience in value selling of Service and thorough understanding of sales and service through various channels to market
• Comfortable creating sales opportunities, processes + funnel from the bottom-up. Familiarity with CRM software (SFDC) a plus
• Entrepreneurial spirit, Innovative. Think outside the box for future growth
• Effective personal and project time management and ability to manage multiple tasks
• Thorough understanding of the customer segments, trends, and market needs for Service (portfolio view)
• Customer focused and uses Voice of Customer
• Proactively promotes market analysis to improve competitor and customer understanding
• Proficient in Microsoft Office, including Outlook, Excel and PowerPoint
• Excellent presentation skills, displays confidence and ability to present ideas to diverse groups
• Demonstrates a sense of urgency in problem solving and commitment to deliver revenue/profitability to plan
• Has a strong results orientation and thinks critically about problems beyond immediate / near-term impact
• Has the ability to separate the important from the trivial, ability to prioritize and focus on the critical few
• Ability to influence others across all functional groups, including global stakeholders
• Lives “continuous improvement” philosophy; develops/adopts new ideas/concepts to incorporate best practice
• Willingness to travel for sales and service activities
• Responsible for supervising and ensuring proper checking and bagging techniques are being used
• Reports general store information to the Spirit and Spirit Too publications in stores with no Talent Relations Manager
• Responsible for general public relations and “Spirit” initiatives within the store in stores with no Talent Relations Manager
• Responsible for all payroll and accounting procedures and their implementation in stores with no Talent Relations Manager
• In larger stores without a Talent Relations Manager, the Service Manager serves as the designated human resource manager to handle the hiring, training and orientation objectives
• Responsible for safeguarding, controlling and monitoring all store assets, ensuring policies and procedures are implemented for control of assets
• The Service Manager is required to work an average of 45-48 hours per week. This will involve multiple opening, closing and day shifts depending on the store needs
• Must be able to lift up to 50 lbs. and stand for long periods of time (up to 6 hours)
• Ability to perform all physical aspects of the job, including but not limited to bending, lifting, standing, squatting, climbing, walking and at times running
• Review sales contracts to become familiar with the details of each sale
• Work closely with the installations manager to ensure good communication with new customers relative to delivery, installation and training
• Plan, optimize and constantly review field service activities and ensure contractual obligations are met
• Prioritize and lead improvement/corrective actions during escalations and crises situations
• Work closely with the rest of the EMEA Inkjet team to ensure completion of field projects and initiatives
• To ensure timely and accurate completion of Service Reports, Time Tracking, Site Visit Reports, Monthly business reports, Expense Reports and other business related documents
• Work closely with sales team in the region to manage customer issues and ensure effective communication
• Serve as key point of contact for the customers in the assigned region. Establish frequent contact with customers in a proactive effort to ensure customer satisfaction
• Attend regular review meeting and present data for your area and improvement plans/corrective action plans
• Development of team knowledge and expertise in line with service needs
• Ensure timely and accurate completion of Service Reports, Time Tracking, Site Visit Reports, Monthly business reports, Expense Reports and other business related documents
• Claims Authority provided, apply technical claims adjudication in line with processes and policies
• Reviews OSP MI to assess TPA performance and makes recommendations for continuous improvements required
• Proactively handles escalated calls from Team Leader to ensure complaints are resolved at the informal stage, logged appropriately, trends analysed and used as an opportunity for future improvements
• Contributes to effective written and verbal communication to all levels of seniority within the business, as well as external stakeholders, including clients, supplier/providers, global centres & OSP’s as defined in the Communication Strategy
• Escalates issues, risks, ideas/suggestions to senior management as needed to ensure business effectiveness and processes continue to be fit for purpose
• Contributes to all meetings to support effective customer service, case management, TCF and cost control
• Ensure audits and call monitoring is completed and reviewed within timelines and all action taken to redress and escalate
• Monitoring of transactions through exception report sampling, audits and call monitoring and make recommendations for process improvements to drive efficiency and improved customer outcomes
• Responsible for all team HR processes, including Attendance, Disciplinary and Capability Management
• Responsible for hiring and recruitment activity including building strong relationships with direct educational agencies
• Attend Account Management meetings and liaise with clients where required
• Review dashboards and departmental MI to identify trends performance and product complaint trends
• Review and update processes maps to ensure department works efficiently within regulatory guidelines
• Ensure departmental policy and procedures are adhered to through regular monitoring (record keeping and end user policy, user recertification)
• Help create a ‘customer driven’ culture of continual improvement to provide challenging and rewarding environment in which employees develop, take ownership and become empowered to contribute to meeting business goals
• Conduct monthly reviews and 6-monthly appraisals with direct reports to review performance and progress in line with the T and C Scheme and Capability Process
• Support Manager with the implementation and delivery of process improvement and new departmental initiatives where required
• Liaise with the Training department to organise relevant training sessions and provide product, system and customer service training to staff where required
• Effective and confident problem solving skills required to make decisions in absence of Senior Manager
• Participates in self development, through training, mentoring, content specific training, as well as feedback to line-manager on progress
• Carry out your accountabilities and objectives within the framework of our TCF policy and ensure decisions made are have the customer central to the decision process
• Resolving product or service problems and disruptions and customer complaints during warranty period of unit or parts
• Visit customer to maintain good relationship as needed
• Creates and conducts proposal presentations
• Provides all necessary reports including forecasts in an accurate and timely manner
• Adheres to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team
• Minimum Bachelor degree with educational background of Mechanical Engineering or equivalent
• Minimum 10 years experience in managing service team, both service centre and field service
• Demonstrates strong leadership to manage diversity in various level within service team member
• Familiar with ERP system to manage service & sales process
• Strong drive & result oriented
• Excellent communication and interpersonal skill to deal with both professional and technical people
• Sound knowledge and skill of sales management & commercial
• Strong analytical skill
• Proficient in English both oral and written
• Willing to travel with high mobility
• Service Cross Functional Knowledge - Basic understanding of the service processes, both retail and service support. Experience with the tools of service such as diagnostic procedures, technical support, and reliability improvement. User should have experience in field investigation of product failure. User should understand diagnostic procedures and how our product is serviced in the field
• Analyze Issues - Understanding of how to analyze issues. Demonstrates use of analysis skills to learn and analyze information in a timely way. Applies accurate logic in solving problems
• Technical trade school degree or equivalent education, or equivalent experience required
• Intermediate level of relevant work experience, including team leadership experience, required
• Ensure all service incidents are actively managed to resolution and business impact/disruption minimised
• Ensure clear and concise service communications relating to operational service
• Ensure requests, queries and escalations are managed and responded to in a timely manner
• Identify, drive & manage continuous service improvement initiatives are managed in line with expectations
• Ensure supporting ITIL processes are evidenced and adhered to
• Build strong customer relationships, locally and globally
• Provide business stakeholders a clear point of escalation
• Evidence effectiveness of service provision in line with business expectation through service trending and analysis
• Ensure successful transition of change into the production environment
• Measuring effectiveness of Service provision through agreed governance frameworks and scorecards
• Responsible for taking decisive action where service levels fall below agreed and acceptable levels
• Continually demonstrating value and excellent collaboration between all service stakeholders – internal and external to Standard Life and irrespective of organisational structures
• Maintain Service Catalogues for all critical services including agreed service hours and SLAs
• Ensure successful transition of Change into the Production Environment
• Gather, analyse and report availability metrics weekly / monthly / quarterly for each Business Service for Service Level Reviews and wider publication, including Exec dashboards
• Liaise and communicate with Technicians, Operation Managers, Service Management, and Business Owners to develop SLAs and availability targets and capture and report on results
• Work with other Technology teams such as Infrastructure, Data, and Product Support for input to SLA / Availability metrics
• Be aware and actively capture information on all Business impacting outages utilising automation where feasible
• Follow Service Management processes based on ITIL principles
• Gather and report on key performance and quality measures to key stakeholders in support of the Service Management
• IT Life-Cycle Management
• Knowledge Management Systems
• Help Desk Applications and Service Now / iService
• Asset & Configuration Management Processes
• Work as a team with others
• Build strong relationships with colleagues
• Identify personal priorities
• Demonstrate enthusiasm
• Deliver work to high standard
• Solve challenging problems
• Be driven to improve yourself and the way things are done
• Responsible for creating a clear vision of success in service within the organization
• Participates and collaborates with others in the development of Service initiatives globally
• Responsible for planning, developing and implementing long term business strategies and short term tactics designed to achieve strategic results
• Prepares comprehensive annual plans including key initiatives, market assessments, competitive evaluations, business line objectives, key performance metrics, financial budgets and related balance sheet items
• Recruit, develop and manage a strong functional field service and service back office team
• Continuous improvement in Customer Satisfaction level as measured by a number of main KPIs
• Grow service revenue and profitability at 2xProduct sales growth; depending on market conditions
• Provide accurate and substantial amounts of feedback from field and office experiences to SBU/PO
• Directs operations to achieve service business targets and other performance goals while maintaining a focus on the overall success of Eagle Product Inspection
• Projects a distinct and compelling image and presence in the marketplace to differentiate Eagle Product Inspection's service business from competitors
• Assures that established policies and procedures are fully understood and followed by everyone
• Actively networks and interfaces with business peers and establishes and maintains business, builds external business partnerships as required
• Promotes teamwork, identifies and ensures professional development of staff members
• Ensures that service operates within globalized processes as defined within corporate infrastructure
• Works with Quality Management team to monitor customer satisfaction and develop enhancements to quality processes, acts as the champion for the business to support our quality initiatives
• Acts as a champion for improved process efficiencies and change based off of business demands
• Maintains and helps support METTLER TOLEDO and Eagle Product Inspection's culture, vision, values and the overall reputation of the organization in the marketplace through relationships with peers, customers, suppliers, and partners
• Manages and controls departmental expenditures; allocates resources among a diverse set of functional and business needs
• Balances short and long term goals to achieve continuous improvement, remains apprised of very large and diverse sets of activities, is able to identify and to solve problems quickly
• Insures the development and implementation of policies, procedures and strategies for improving quality and customer satisfaction
• Must be an experienced and outstanding leader who has several years of line management experience, operations capacity and a demonstrated record of accomplishment in successively more complicated and demanding roles and responsibilities
• High achievement motivation is critical – as indicated by having a strong focus on results, being disciplined and well organized, holding people accountable and seeking challenges and thriving on accomplishments
• Demonstrates and utilizes strong strategic influencing skills – indicated by a comfort with power and use of an extraordinary variety of direct and indirect methods of influencing a diversity of people
• Demonstrates an open flexible and adaptive leadership style
• Must be a complete business manager who can and will take responsibility for all aspects of running and growing the service business and “owning” the bottom line; is organizationally astute
• Is an individual with high energy, stamina and operates with the highest integrity and ethics
• Ability and dedication to diversity and cultural differences to build a high performing team
• Is a dynamic motivator of staff, has a passion to succeed and possesses unique skills as a coach
• A person who has excellent interpersonal skills and proven qualities of leadership
• The individual will be results-oriented, professional, a creative thinker and will demonstrate a passion for the success of the business
• Must demonstrate flexible, innovative and adaptive decision-making
• Must clearly be a professional capable of functioning with the confidence and credibility at every level of an international business unit, group or corporate organization
• Is an excellent communicator; with strong listening skills, good presentation and public speaking skills, is persuasive; has the ability to motivate a diverse staff – through infrequent meeting and often by phone & WebEx only
• Good understanding of X-Ray Inspection technologies
• Leading by example when it comes to effort, attention to detail and use of company
• The Control M Administrator will provide operational support and guidance to internal clients
• Self-starter and able to take ownership of implementing new policies and procedures for Control M
• This includes identification, analysis and root cause resolution with various support and management teams
• Able to articulate and present Control M processes and procedures
• Coordinate and provide significant input to project planning and application design
• Apply vendor patches
• Create, maintain, and manage to project plans
• Participate in unit, integration, system and regression testing
• Application monitoring
• Track application performance metrics and report out to management
• Coach and mentor less experienced team members
• Coordinate end user communications
• Provide status reports to direct manager and director level leadership
• Ensure adequate staffing for high volume of external inbound customer and sales agent inquiries
• Transact routine financial and non financial activity on client accounts with both expediency and accuracy
• Assist team members daily to complete work in order to meet departmental and regulatory standards
• Effective decision making based on comprehensive case analysis
• Demonstrate valuable interpersonal skills
• Ability to complete tasks within provided deadlines
• Handle escalated issues as necessary
• Set priorities for the team based on business needs
• Provide routine feedback to direct reports to assist in achieving potential
• Bachelor’s degree - Finance or Business discipline preferred or equivalent work experience
• A minimum of 3 years of experience managing call center highly preferred
• Accountable, ethical, good decision making ability
• Good computer skills and ability to multitask
• FINRA Series 6 license required (employment contingent upon passing within 6 months of hire)
• Strong technical and analytical skills required (Proficient PC skills including Word, Excel, Lotus Notes with the ability to navigate multiple applications)
• Industry recognized courses and designations (ie. like LOMA but not limited to).Certifications (ie. Call Center Associate Certification)and other relative activities highly preferred
• Lateral thinking (not all solutions have an obvious answer)
• Excellent communication ability at all levels with presentation experience
• Pragmatism and the ability to negotiate well
• Business minded – how to create IT value and relate it to the business
• Service focused with a drive for continual improvement
• Experience of working in a well regulated business is essential
• A strong understanding of the ITIL framework and Problem Management’s integration and importance to Risk mitigation is highly desirable
• Experience of working in or the implementation of ITIL v3 practices is highly desirable or other formal ITSM frameworks
• An appreciation of varying technologies and current market trends in technology is advantageous as this role as it will interact with varying teams from hosted/ cloud Infrastructure to front end consumer applications, and ecommerce platforms
• Experience of working with outsource/ strategic partners is desirable
• Completely understands and applies job practices, techniques, standards, principles, theories, and concepts. Possesses general knowledge of other related disciplines
• Provides technical solutions to a wide range of difficult problems. Develops solutions that are imaginative, thorough, practicable, and consistent with organization objectives
• Independently determines and develops approaches to solutions. Receives general direction for work that is reviewed upon completion for adequacy in meeting objectives
• Contributes to the completion of specific programs and projects. Failure to obtain results, reaching erroneous decisions or making recommendations would typically result in serious program delays and considerable expenditure of resources
• Interacts frequently with inter-organizational personnel and external customers. Represents the organization by providing solutions to difficult technical issues associated with specific projects
• Minimum Bachelor’s degree in Computer Science or equivalent experience
• Good knowledge of Unix and/or Linux
• Customer relationship experience
• A good command of the English language
• 5-8 years in a similar or a software development role
• Particular interest in technical problem solving
• Good programming skills in a range of languages (Python and Java preferred)
• Distributed version control systems such as mercurial, git
• Databases (Oracle preferred)
• Other: Univa Grid Engine
• Ensuring that your team fuels exceptional customer service – all day, every day
• Serving as an ambassador of the Smokey Bones brand
• Setting high standards service, hospitality, salesmanship, and a lively atmosphere and consistently holding your team to those standards
• Making guests feel welcome and important
• Providing knowledge, guidance and training to front-of-house staff
• Addressing and resolving customer complaints quickly and with a smile
• 1-3 years’ restaurant management experience; casual dining background preferred
• High-energy, motivational and fun personality
• Excellent problem-solving and conflict-resolution skills
• Open availability
• Experience working in afterschool setting
• Experience in lesson planning
• Experience working with middle school youth
• Facilitation or presentation experience preferred
• AmeriCorps experience preferred
• You are accountable for the overall service relationship on behalf of BT within your customer base & seen as a trusted advisor
• Through excellent customer relationships & continual service improvement, you support our strategy for sustainable, profitable growth
• Our customers value our people- you represent our people in the eyes of our customers
• You are accountable for the in- life service we deliver within a defined customer base
• Forming an integral part of our Design & Delivery Organisation, you will strive for continual service improvement & building collaborative relationships with customers & stakeholders as you strive to deliver an exceptional customer experience
• Customer Experience Champion – You will enhance customer experience by leading on service improvement initiatives through our deep insights programme
• Continual Service Improvement – Driving proactive continual service improvement for your customers & improving customer experience/ NPS
• As required implement a service improvement plan (SIP) to address any risks relating to the delivery of service in line with agreed service levels & customer feedback
• Accountable for Service – You will proactively manage a small number of strategically important customers, implement an effective governance model & have regular face to face engagement at a mid to senior level
• Be the customer advocate in BT & work within internal stakeholders to ensure contractual SLAs are met
• Supplier Management- Drive 3rd party supplier performance
• Incident Management-A point of escalation for your customers & ensuring appropriate level of stakeholder engagement & communication- root cause analysis & corrective actions identified & implemented
• Be the voice of BT & work with customer to ensure their awareness of contractual obligations. Proactively promote and reinforce what BT does well, develop and deliver action plans to address areas where we need to improve
• Risk Management- Proactively identifying risks across your account base, ensuring all risks are documented, communicated & actively progressed through to resolution or acceptance
• Support the account team & business director to grow the revenue & improve the profitability of the account
• Demonstrated ability to build key trusted relationships with customers & internal stakeholders with mid- senior level engagement
• Experience working in a managed service environment with knowledge on mobile technically, IP networks & ICT
• A strategic thinker that identifies new business opportunities & works closely with Sales team to drive your business
• ITIL background & proven track record in delivering continual service improvement
• Proficient in Microsoft office- Excel, word & PowerPoint
• Responsible for performing field service start up and/or repair and for providing technical training and advice to owners and operators of Nortek NAS equipment as and when needed. Responsible for setting up and adjusting units for maximum efficiency and trouble free operation. Responsible for diagnosing, correcting and reporting in detail all phases of operation and trouble on all models of equipment manufactured by Nortek Air Solutions
• Work performed requires knowledge of and ability to apply principle of electricity, refrigeration and air-conditioning to start up and trouble shooting problems. Requires knowledge of structure and operations of all models of equipment manufactured by the company. Requires knowledge of controls as to individual components and systems
• Work performed requires excellent mechanical ability and good judgment. Requires ability to read and understand blueprints and electrical circuit diagrams. Requires ability to use hand tools, test equipment
• Requires ability to handle people in such a manner as to assure an effective, satisfactory working and customer/supplier relationship. Requires ability to communicate technical information both verbally and in written form
• Inefficient performance of job duties could lead to damaged or malfunctioning equipment, danger to operators, loss of actual and potential customers
• Bachelors Degree (BS) in Business Administration or Related Field
• 5-7 years of experience operating a field service and maintenance program/process
• Demonstrated the ability to collect, develop and present information to sales, customers, sub-contractors, affiliates and senior management
• Have ability to work with and implement Service Management Software to manage project requirements
• Demonstrated track record of results and increased responsibility through career
• Experience managing a fleet of vehicles and tools
• Exhibit the highest standard of personal ethics at all times and adhere to all Nortek policies
• HVAC Industry experience required
• Compliance: policy, standards and guidelines
• Governance: Benchmark and maturity model in line with industry standards (BS15000/ISO20000)
• Lifecycle: required processes, procedures, tools and related local collateral
• Deployment: identification of improvement projects required along with assistance to build business cases in order to execute full deployment at regional level
• Capability: execution of regional Service Management training plans
• Operational: - Customer facing Service Management
• Regional alignment of Global Service Management Strategy:vision, policy, standards and guidelines
• Regional governance through benchmark and maturity
• Regional deployment through active improvement projects of processes, procedures, tools
• Provide regional leadership for Service Management related toolsets in addition to provide localised subject matter expertise for functional areas
• Provide active mentoring and coaching for key Service Management individuals across the region
• Drive Service improvement activities with key IT Suppliers in line with strategic supply/demand direction
• Co-ordinate and manage Service Management reviews with key suppliers
• Co-ordinate and actively work with the Global Service Management teams in supporting customer related projects and provide input and regional support
• Contribution to improving the region BU P&L through effective usage of IT infrastructure and services
• Monitor all orders placed by regions in the suppliers order report and control cost charged by suppliers
• Define and monitor all services provided by suppliers and control the KPIs
• Collect all reporting requirements to define a common reporting solution
• Management of external / internal vendors including IT Services
• Management of Software Licences
• Establish strong working group forum internally to promote and actively deploy Service Management best practice across Logistics and external IT Forum
• Build strong relationships with suppliers (internal / external)
• Manage the performance of both internal and external suppliers against agreed KPIs
• Develop strategic planning with identified major suppliers
• Deployment and governance for required Service Management Processes
• Actively coach and motivate the Service Management team, including retention, monitoring performance in relation professional capability
• Enhance IT Managements level of Service Management knowledge
• Provide regional leadership and guidance for the country Service Manage­ment teams
• Institutionalize a service culture across the regions IT functions
• Ensure development of a comprehensive Service Management training plan for regional IT teams
• Generate sales, demonstrate and maintain a professional standard of guest service
• Assist store manager in maintaining an enthusiastic and professional standard of guest service
• Provide training resources for employees in POS, product knowledge, guest service, and sales
• Administer company and store policies and guidelines
• Assist Store Manager in monitoring and controlling daily payroll budget
• Recruit and assist in training and maintaining a quality core staff
• Protect company assets through loss prevention techniques
• Maintain all company paperwork according to policies and standards
• Assist Store Manager in supply orders, MSDS, OSHA, and audit standards for store
• A minimum of 3 years of cycling experience - preferred
• A minimum of 1 year of cycling retail management experience - required
• Familiarity with rental and retail POS system - preferred
• Good Technical understanding of the services within the Internet portfolio, with a sound appreciation of the associated business processes
• Ability to build & maintain a strong working relationship with other Technical teams using the agile methodology (internal and external), Infrastructure Partners and Service Engagement Managers
• Ability to shape and co-ordinate delivery of key initiatives to deliver improvements in stability
• Ability to lead triage and investigation on Major Incident calls from and application and service perspective, with speed and efficient recovery at optimum levels
• Good understanding of risk management
• Good understanding of the cost of the e2e service provision, and delivery of associated savings
• Accountable for the on-going maintenance of all relevant service documentation in line with agreed standards on the Service Run Books site (includes SLAs, Support Models, OLAs, Service Maps and Service Review minutes)
• Work with Service Transition to accept new services into Production
• Takes a lead role in regular Service Reviews and Supplier Reviews (where appropriate), producing and presenting the monthly review packs at multiple meetings
• Negotiating SLA targets with other areas of the bank and ensuring supporting teams are delivering against agreed targets
• Extensive knowledge and understanding of the technologies that underpin our services
• Ability to interact with technical specialists and to decompose services into logical processes to aid investigation and triage of live service incidents
• Able to quickly absorb and assimilate large amounts of technical and business information to identify the most appropriate course of action to ensure consistent quality
• Familiar with company's stated technology practices and direction and major IT initiatives and key issues
• Self-starter and ability to operate independently
• Pragmatic and common-sense driven execution
• Ability to articulate and discuss technology issues with business and technology stakeholders
• Excellent facilitation in extreme high pressure situations where critical service availability is compromised and/or Barclays reputation is at risk
• Highly organised, structured and logical thinker
• Considerable experience of working in an ITIL process related discipline (ideally service desk, incident management, problem management or service management)
• Innovative – putting forward new and improved working processes that help us in our aim to be the ‘go to’ bank
• Awareness of, adherence to and compliance with governance, risk policies, procedures and compliance policies
• The ability and willingness to escalate breaches of policies and procedures
• Good Technical understanding of Cloud service offering, with a sound appreciation of the associated business processes
• Define and update asset definitions in CMDB and asset registry
• Manage user roles, groups and permissions for hardware/software assets
• Manage cloud environment using cloud management tools
• Certify new asset compliance with Barclays security policies and procedures
• Provide system monitoring and reporting
• Set standards and ensure a robust MI capability is in place to provide a holistic view of all BHS cloud activities
• Set up and conduct assurance activities
• Set up on-boarding and provide advice and guidance on processes
• Ownership of billing methodology and reporting
• Works closely with Service Management teams to operationally support cloud services by ensuring the policy set is embedded
• Set up and provide pro-active capacity management for cloud services
• Good technical understanding of the Cloud technologies that underpin our services and experience of/ or desire to learn cloud management tooling
• Excellent understanding of service now or other service management CMDB tools
• Understanding of Finance process and procedure to implement and enable bill back to customers
• Excellent understanding of risk management – and experience of using risk management tools and processes
• Can design, implement and then manage lean, effective and robust processes and controls
• Can document complex systems and procedures in manner able to be consumed by non-technical audience
• Understanding of Role Based Access controls and tooling
• Experience of managing Confluence or SharePoint sites an advantage
• Experience working in a service based environment
• Experience of working in an ITIL process related discipline (ideally service desk, incident management, problem management or service management)
• Two to Three years? service or collections management experience in a call center environment
• Strong understanding of customer service experience
• Demonstrated ability to coach and develop direct reports
• Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment
• Bachelor?s degree or equivalent military experience
• Five years Customer service experience
• Experience in a consumer lending environment
• Experience managing in a multi-site contact center
• No automotive experience required, but a plus
• Friendly, outgoing, people-oriented
• Fast paced, multi-tasking, able to work under pressure
• Must have high school diploma or equivalency
• Workspace & User Experience (WUX) is part of GTIS, and is the gateway to IT for all in Barclays Group, providing fit for purpose platforms for computation, collaboration & mobilisation
• Responsible for delivering efficient access to IT services to support the realisation of the business strategy by providing a technological competitive advantage with which to best serve the customer
• WUX encompasses the IT Service Desk, desktop, email, Intranet, mobile devices, managed print, video conferencing, application packaging and provides support in such functions as Business Performance & Improvement, Best Practice & Governance, Estate & Asset Management, Disaster Recovery, Capacity Management and Communications
• WUX supports over 219,000 client desktops/laptops, 200+ video conference rooms, 54,167 active Intranet sites, 16 mail environments, 196,000 mailboxes, over 15,000 Application Packages and 360+ VIP users globally within Barclays
• Service Documentation – Ensuring service related documentation and information is managed and maintained such as service level agreements, service hierarchy and relationships etc
• Service Improvement – Defining service improvement plans, supporting business cases for change and promoting best practice amongst the service offering
• Service Roadmap - Maintaining a clear view on the service strategy and technology roadmap, to support stakeholder planning, business modelling and user experience
• Risk Management – Identification and remediation of risks in relation to the service and associated products
• Financial Management – Understanding the different cost aspects and influencing factors of the service, with a view to identifying and achieving cost savings or cost efficiencies for the organisation and our customers
• Manage risk across the portfolio including NCR’s, Production Assurance, vulnerabilities
• Analysis, approval and stakeholder communication of technology change on services within your portfolio, in conjunction with the associated Service Engagement Managers
• Ability to take a logical approach to problem identification, solutioning workarounds, root cause investigation and lead participation in Post Incident Reviews
• Service Staff Recruiting, Training and Development
• Staff department in order to optimize customer opportunities and productivity
• Train Service Advisors daily using role-play, evaluation checklists and quizzes to ensure they are well versed in the service process
• Ensure technical staff are properly trained and have the breadth of experience necessary to cover customer needs
• Develop staff by setting and communicating performance/production expectations, monitoring performance, identifying development needs, coaching and mentoring
• Customer Engagement
• Resolve customer requests, questions and concerns in a professional, friendly, and prompt manner
• Flat Rate Hour Production 5% increase YOY
• Customer Satisfaction Index 100%
• Service Net Profit Retention 50%
• Customer Pay Labor 5% increase YOY
• Service Audit Ranking A
• Presentation skills - ability to present information in a clear and professional manner
• Accounting - knowledge of basic accounting principles
• Physical Demands: Standing, walking over 2/3 of the time, sitting, using hands to finger, handle or feel to 2/3 of time, reaching with hands and arms to 2/3 of time, kneeling/crouching to 1/3 of time, driving vehicle 2/3 of time, talking or hearing over 2/3 of time, move, transport or place up to 1/3 of time up to 50 pounds, safe driving based on current conditions and applicable laws
• Working Conditions: Moderate to loud noise and exposure to outdoor weather conditions
• To manage all day-to-day running of the Service area
• To operate within a cross-functional, multi disciplined team to ensure customer expectations are met
• To achieve service area targets associated with Quality, Cost, Delivery and Flexibility (responsiveness)
• Responsible for achieving contract cost to budget for defined work within the Service area
• Responsible for maximising business improvements within defined area
• Maximising potential of staff
• Has responsibility for administering disciplinary procedures in accordance with the Company’s Disciplinary and Grievance Procedures
• Management of Health, Safety, and Environmental issues adopting a proactive approach to the management within the department, developing behavioural safety and ensuring full compliance with all applicable legislation
• Responsible for developing a Service culture within the department, maximizing responsiveness / customer focus, and developing both internal and external customer relationships
• Responsible for managing overhead and cost recovery encompassing departmental budgets (personnel and non personnel) and key output requirements, ensuring all spend are correctly authorized and within budget
• Contribute to strategic planning ensuring resources and investments are aligned to workload projections and new business opportunities. Responsible for the planning and execution of department workload, balancing load across both internal and external resources to minimize cost and maximize on time delivery
• Responsible for tender cost estimating within the department, providing accurate cost and delivery information in a timely manner. To manage work scope variations in line with both budget and customer requirements
• Delivery of customer orders on time and within the budget established at the tender stage. Proactively manage contract risk, ensuring customer expectations are met
• Ensure all communications are SMART and timely between all areas within the company and support Engineering / Sales & Marketing / Project Team to ensure internal and external customer interfaces are co-ordinated professionally
• Interviews, trains, recommends selection and evaluates support staff and student employees
• Prepares periodic departmental reports
• Directs and controls work schedules and projects staffing needs
• Responds to inquiries and complaints in order to resolve service problems
• Participates in the resolution of employee complaints and grievances
• Makes recommendations for organizational changes and/or equipment applications
• Provides technical advice and supervises repair and maintenance of equipment
• Oversees the delivery and approves the purchasing of the Department's/Unit's low value and infrequently purchased equipment and supplies
• Assists in budget analysis, projections and preparation and prepares departmental financial reports
• Maintains records of operations and services in order to evaluate the effectiveness of the unit
• Prepares and approves requisitions for supplies, equipment and materials on an ongoing basis
• Interviews, trains, recommends selection, schedules and evaluates support staff
• Performs duties normally associated with a Service Manager I in order to complete necessary work
• Reviews financial projections and expenditures of funds
• Plans and organizes objectives for departmental operations
• Controls two or fewer departmental accounts in order to ensure compliance with budgets
• Assists in preparing staff projections and developing and monitoring staffing plans
• Interviews, recommends employment, evaluates and reviews the performance of the support staff
• Reviews plans and specifications for new construction and alteration projects
• Assists in overseeing daily administrative functions throughout the department
• Performs duties normally associated with a Service Manager I and II in order to complete necessary work
• Assists in preparing departmental budgets and reviews financial projections and expenditures of funds
• Plans and organizes objectives and long-range programs for departmental operations
• Prepares short-term goals and objectives for the unit
• Controls multiple departmental accounts in order to ensure compliance with budgets
• Performs duties normally associated with Service Managers I, II and III in order to complete necessary work
• Evaluates client's needs and the Unit's staff, equipment and budget in order to adjust and add services
• Plans, directs and reviews activities of subordinate personnel including interviewing, hiring, training and evaluating staff performance
• Manages the Departmental budget
• Researches, prepares and implements long-term goals of the Unit/Department
• Develops purchase plans for equipment and supplies and controls Department accounts in order to assure economical operations
• Advises administrators, program planners, faculty and other professionals on departmental services
• Responds to inquiries and complaints from on- and off-campus groups and individuals
• Participates in University and Departmental policy, procedures and planning committees
• Customer service and operations experience
• Financial Management and budget experience
• Reporting background – Collecting data from multiple sources and interpreting results
• Leading remote teams of direct and in-direct reports
• Senior Stakeholder management
• Project and resource management
• Infoview / Clarity / knowledge desirable
• Direct supervision of all truck mechanics and technicians
• Entering all service and fleet activities into the company's business systems
• Maintaining, organizing all hard copy and electronic truck files and records
• Developing daily and weekly job work schedules for trucks needing service and PM work
• Supervising and approving "check in" and "check out" status of all trucks
• Constructing and assigning individual job work orders
• Compile and distribute equipment status reports daily
• Tracking PM intervals to ensure PM work is completed consistently as required
• Notifying customers of required PM Service schedules, validate the work is completed
• Troubleshoot and diagnose hydraulic and electrical systems
• Work alongside shop personnel as required performing service and PM work
• Parts inventory and control. Constructing weekly parts orders and performing weekly cycle counts
• Maintain a clean and respectable facility, equipment and work environment
• Travel as needed from time to time to facilitate service and repair activities in a timely manner
• Conduct safety meetings for staff and conduct operations in compliance with all safety standards
• Operate all company owned equipment and vehicles in a safe, lawful, and respectful manner
• Insure all policies and procedures are being followed
• Identify training needs for shop staff
• Insure all staff maintain a professional appearance and conduct themselves in a professional and respectable manner
• Engaging with customers by phone promoting rentals and parts sales and building customer relationships
• Perform all scheduled PM inspections of chassis, hydraulic, electrical, air and water systems
• Performs all scheduled PM inspection and repairs of vacuum body, hydraulic, electrical, air and water systems
• Performs and documents "check in" and "check out" inspections of fleet equipment
• Tests all OEM operating functions of the working body of the truck
• Troubleshoots and diagnoses any deviations from expected functionality
• Good computer skills, including Word, Excel and Outlook
• Demonstrated computer skills to effectively use company business systems for the administration of shop actives
• Must be very organized and possess the ability to multi-task
• Excellent communication skills with the ability to work and lead as part of a team
• Self-motivated, shows complete accountability, is timely in all assignments
• Establishes credibility and trust easily, respects confidentiality and ethical standards
• Able to demonstrate solid understanding of hydraulic systems, electrical troubleshooting
• Ability to read, analyze and interpret technical data, drawings and schematics
• CDL or the ability to obtain a CDL with tanker and hazmat endorsements
• TWIC card or the ability to obtain a TWIC card
• Ability to administer DOT and tank inspections is preferred but not required
• Five (5) to ten (10) years' experience in similar shop management role
• Ten (10) years of industrial mechanic experience, heavy equipment or heavy truck experience
• High School Diploma - Required
• Two (2) to four (4) Yrs. continued education in applicable area. - Preferred
• Two (2) to four (4) Yrs. Continued education in business or management fields
• Accountable for the operational delivery of technology services to business stakeholders within agreed levels of service
• Accountable for the design and transition of pipeline services into production
• Accountability for communication to stakeholders and WTW Associates during P1 Incidents and Major Incidents
• Accountable for ensuring that the Analytics Technology Service Portfolio/Catalogue is accurate and is maintained
• Accountability for maintaining/keeping up-to-date systems documentation to ensure the successful operation and maintenance of the systems
• Actively participate in the Analytics Technology management team
• Problem solving, especially with respect to second level support where the Service Desk is unable to resolve the end user(s) problems
• Leads service review meetings (with IT and the business)
• Designates Service Managers, Release Managers and their backup Service Manager(s)
• Coordinates communication among support staff and systems staff
• Provides input into service attributes such as performance, availability, security, etc
• Production of key performance and service management reports
• In conjunction with the Vendor Management function, ensures suppliers are meeting SLA’s and escalating issues regarding performance of suppliers
• Working with business leaders and managers to prioritize maintenance, problem and enhancement requests, problem and enhancement releases so that they can be implemented on-time, on-budget and with minimum interruption to the each respective business unit
• Works with business leaders and managers to identify and prioritize service improvement
• Plans for service future state, strategy, capacity
• Coordinates all cross-functional Technology requirements, activities and resources for system changes and upgrades
• Works closely with Technology management, Project Managers, Business Analysts and Developers who are pursuing business initiatives and projects that will impact the Service Portfolio
• Leads Operation Acceptance for pipeline services
• Manages the release programm for the transition of services into the live environment
• Leads a continuous service improvement program across the service lifecycle
• Working with the Analytics IT Operations Director, prepares plans and budgets for enhancing the systems and for ensuring that the service level agreements are met or exceeded
• Working with the business and IT leaders to establish SLA’s and OLA’s for each application service and for organizing service management team, financial resources, and third party providers to meet or exceed the Service Level Agreements
• A good understanding of the WTW organization
• Good relationship skills
• Able to solve complex problems
• A good communicator
• Ability to react to and manage situations based on impact and urgency
• Self-motivating
• Responsible for managing the operational planning, delivery quality and adherence to plan to achieve committed fleet health requirements across all in region customer accounts
• Regional responsibility for the delivery of covered services, ensuring services provided achieves contracted commitments and meet or exceed customer expectation
• Responsible for the integrated planning and governance of process gate reviews covering all Entry Into Service plans across the in region customer accounts ensuring that covered services are in place and executable upon customer entry into service
• Responsible for ensuring customer satisfaction of delivered services
• Responsible for working with the region’s Quality Manager to drive the Service Delivery Failure 8 step investigation process for issues ensuring that corrective actions are agreed with account management teams and are fit for purpose
• Responsible for fleet transition activity associated with operational return conditions to include the provision of MRO records and engine data sets. Aids customer manager with new customer entry into service
• Responsible for campaign planning of NMSB’s and/or AD’s, ensuring that all activity is tracked and completed on time providing support to manage any issues affecting compliance
• Responsible for coordinating the region’s Services SORB data and acting as a focal point with the service lines to ensure load and capacity are in place to meet the demand
• Supports Head of Services in strategy planning to improve existing services and innovating new future services that secure market position for the long term
• Must have a Bachelor’s Degree Engineering, Business or Operations and 8+ years of Technical or Service experience
• OR must have a Master’s Degree Business or Engineering and 6+ years of Technical or Service experience
• OR must have an Associate’s Degree Engineering, Business or Operations and 12+ years of Technical or Service experience
• OR 16+ years Technical or Service experience in lieu of a degree
• Experience of operating in a complex global environment and dealing with multi-national teams
• Experience of MRO and Service Line Management
• Good understanding of service delivery process and organizational responsibilities
• Experience in planning and modeling
• Experience of lean methodology and process improvement

Related Job Titles

3 Service Manager Resume Examples and Templates for Your Successful 2024’s Job Search

Our Resumes are featured in

• • Implemented new customer care initiatives resulting in a 10% increase in customer retention.
• • Improved service efficiency by implementing process improvements resulting in a 15% reduction in service time.
• • Led a team of 10 service advisors and technicians, providing coaching and support to achieve consistently high standards.
• • Implemented a training program for service advisors resulting in a 20% improvement in upselling techniques.
• • Streamlined service appointment scheduling resulting in a 10% reduction in waiting times.
• • Implemented quality control measures resulting in a 5% increase in service department productivity.

Modern Service Manager Resume Example

Creative Service Manager Resume Example

When it comes to creating a resume for a Service Manager position in 2024, there are a few important factors to keep in mind in terms of length, design, and format.

• Maintain a concise resume that fits within 1-2 pages. Recruiters often have limited time, so make sure your key qualifications stand out.
• Focus on relevant information and avoid including lengthy details that are not directly related to the position.
• Use a clean and professional design to make your resume visually appealing and easy to read.
• Avoid using excessive colors or decorative elements that may distract the reader.
• Utilize proper formatting techniques such as bullet points, headings, and subheadings to make the information easily scannable.
• Start with a clear and concise summary or objective statement to immediately highlight your relevant skills and goals.
• Organize your experience section in reverse chronological order, starting with your most recent job and working backward.
• Include specific and quantifiable achievements to demonstrate your impact in previous roles.
• List your educational background, certifications, and additional relevant skills to further impress potential employers.

There are several essential sections you should include in your Service Manager resume, as well as optional sections that can still have a significant impact. These sections will help in highlighting your qualifications and making your resume stand out from the competition:

Essential Sections:

• Summary/Objective: Provide a brief overview of your qualifications and career goals.
• Experience: Showcase your previous job roles, responsibilities, and accomplishments using the Context-Action-Result (CAR) framework.
• Education: Display your academic background and any relevant certifications or courses.
• Skills: Highlight your technical and interpersonal skills that are aligned with the Service Manager role.

Optional Impactful Sections:

• Achievements: Create a separate section to specifically highlight your major achievements in previous roles.
• Professional Development: Include any workshops, seminars, or conferences you have attended to demonstrate your commitment to continuous learning.
• Projects: If you have led or participated in notable projects, showcase them to showcase your capability in handling complex tasks.
• Languages: If you are bilingual or proficient in multiple languages, mention them to add versatility to your profile.

When describing your experience on a Service Manager resume, it's crucial to utilize the Context-Action-Result (CAR) framework. This framework allows you to provide a clear and concise explanation of your past accomplishments:

• Context: Start by providing a brief context or background information about the situation or challenge you faced in your previous role as a Service Manager.
• Action: Describe the specific actions you took to address the situation or challenge. Focus on the strategies or approaches you implemented to achieve a positive outcome.
• Result: Highlight the specific results or achievements that occurred as a direct result of your actions. Use quantifiable data or specific examples to demonstrate the impact you had on the organization.

Here are a few examples of bullet points using the CAR framework for a Service Manager resume:

• Context: Led a team of 15 technicians in a busy automotive service center.
• Action: Implemented a streamlined scheduling system, coordinating tasks and allocating resources efficiently.
• Result: Increased service center productivity by 20% and reduced customer wait time by 15%, resulting in improved customer satisfaction scores.
• Context: Managed a portfolio of key client accounts in the telecommunications industry.
• Action: Implemented a proactive maintenance program to identify and address potential service issues before they impacted clients.
• Result: Achieved a 30% reduction in client complaints and a 15% increase in contract renewals, resulting in improved client retention and revenue.

To summarize, when creating a Service Manager resume in 2024:

• Keep the length concise and focus on relevant information.
• Use a clean and professional design.
• Utilize proper formatting techniques to make your resume easily scannable.
• Include essential sections such as Summary, Experience, Education, and Skills.
• Add impactful optional sections to further highlight your qualifications.
• Utilize the CAR framework to describe your experience.

By following these guidelines, you can create a compelling Service Manager resume that effectively showcases your qualifications and increases your chances of landing your desired job.

Top 7 Soft Skills for Service Manager Resume

• Team management
• Effective communication
• Problem-solving
• Time management
• Customer service
• Negotiation

Top 7 Hard Skills for Service Manager Resume

• Project management
• Quality assurance
• Technical troubleshooting
• Data analysis
• Database management
• Network administration
• Software development

Frequently Asked Questions

What are the key skills to include in a service manager resume.

Some key skills to include in a Service Manager resume are leadership, customer service, problem-solving, communication, and team management.

What sections should be included in a Service Manager resume?

A Service Manager resume should include sections such as a summary or objective statement, work experience, skills, education, certifications, and any relevant achievements.

What are some important achievements to highlight in a Service Manager resume?

Important achievements to highlight in a Service Manager resume may include improving customer satisfaction ratings, implementing cost-saving measures, successfully leading a team, or achieving growth in service delivery.

How should I format my Service Manager resume?

The format of a Service Manager resume should be professional and easily scannable. Use clear headings, bullet points, and a clean layout to organize your information effectively. Use a standard font and size for readability.

Should I include references on my Service Manager resume?

It is not necessary to include references on your Service Manager resume. Instead, you can mention 'References available upon request.' This saves space and allows you to provide references when specifically requested by the employer.

What are some common mistakes to avoid in a Service Manager resume?

Some common mistakes to avoid in a Service Manager resume are spelling or grammatical errors, including irrelevant information, having a cluttered layout, and not tailoring the resume to the specific job requirements.

For more inspiration, why not check out our free resource of job-focused resume examples?

Category Manager

Category Managers are the unsung heroes behind the seamless shopping experience you enjoy. These professionals orchestrate the selection, pricing, and presentation of products in a way that appeals to both consumers and the bottom line. Their efforts directly influence what ends up in your cart and on store shelves. Employers seek people who are analytical and strategic thinkers with exceptional communication skills. They also value those who have a knack for negotiation and the ability to work cross-functionally.Your Category Manager resume should highlight these attributes to stand out in the competitive job market.

Clinical Nursing

When creating your clinical nursing resume in 2024, there are a few important factors to keep in mind to ensure it stands out among the competition. Consider the following guidelines for length, design, and format: Length: Keep your resume concise and to the point, aiming for a one-page document if possible. Include only relevant information, focusing on your most recent and impactful experiences. Utilize bullet points to highlight key achievements and responsibilities. Design: Choose a clean and professional design that enhances readability. Use a consistent font type and size throughout the document. Consider using headings and subheadings to organize different sections. Format: Begin with your contact information at the top of the resume. Follow with a concise summary statement highlighting your relevant skills and qualifications. Include sections such as education, certifications, clinical experience, and skills. List your experiences in reverse chronological order. When creating a clinical nursing resume, there are several sections you should include to showcase your qualifications and experience. These sections are highly recommended: Educational Background: List your highest level of education, including the institution name, degree earned, and graduation date. Include any relevant coursework or specialization. Certifications and Licenses: Highlight any certifications or licenses you hold that are relevant to clinical nursing, such as BLS, ACLS, or specialty certifications. Clinical Experience: This section is crucial for clinical nursing resumes. Provide a detailed description of each clinical experience, including the facility name, dates of employment, and your specific responsibilities and accomplishments. Skills: List relevant clinical nursing skills, including technical skills, such as medication administration and wound care, as well as interpersonal skills, such as communication and teamwork. While the above sections are essential, there are also a few optional but impactful sections you may consider including: Professional Memberships: Include any professional nursing organizations you are a member of, demonstrating your commitment to ongoing professional development. Awards and Honors: Highlight any awards or honors you have received in recognition of your exceptional nursing practice. Publications and Presentations: If you have authored publications or presented at conferences, include this section to showcase your contributions to the field of clinical nursing. The Context-Action-Result (CAR) framework is an effective way to demonstrate your experience and achievements on your clinical nursing resume. By using this framework, you can provide concrete examples of your skills and abilities. Here are a few bullet point examples: Context: Worked in a busy emergency department, providing care to a diverse patient population. Action: Implemented effective triage procedures to prioritize patient care and minimize wait times. Result: Improved overall patient satisfaction scores by 20% and reduced average wait times by 15 minutes. Context: Collaborated with interdisciplinary team members to develop and implement evidence-based care plans. Action: Conducted comprehensive assessments, identified patient needs, and coordinated appropriate interventions. Result: Achieved a 15% decrease in hospital readmission rates and improved patient outcomes. Creating an effective clinical nursing resume is crucial in securing your desired position. Keep the following key takeaways in mind: Format your resume with a focus on conciseness, readability, and consistency. Include sections on education, certifications, clinical experience, and skills. Consider adding optional sections such as professional memberships, awards, and publications. Utilize the CAR framework to provide clear and impactful examples of your experience. By following these guidelines and tailoring your resume to the clinical nursing field, you can increase your chances of standing out and landing your dream job.

Advertising Director

When creating your advertising director resume for 2024, it's essential to consider the length, design, and format. Keep in mind the following tips: Length: Aim for a one-page resume, but if you have extensive relevant experience, a two-page resume is acceptable. Design: Keep the design clean and professional. Use a simple and legible font, and make sure to include sufficient white space for readability. Format: Use a reverse chronological format, starting with your most recent experience and working backward. This format highlights your most recent and relevant accomplishments. When crafting your advertising director resume, there are several sections you should include: Contact Information: Include your name, phone number, email address, and LinkedIn profile URL at the top of your resume. Objective or Summary: Provide a concise statement that highlights your career goals or a brief summary of your experience. Experience: This section should showcase your relevant work experience. Use the Context-Action-Result (CAR) framework to describe your accomplishments (more on that later). Skills: List the key skills that are relevant to the advertising director role. Include both technical and soft skills. Education: Include your educational background, including degrees, certifications, and relevant coursework. Awards and Achievements: If you have received any notable awards or recognition, include them in a separate section. Optional Sections: Depending on your experience, you may consider adding sections such as professional affiliations, publications, or volunteer work. The Context-Action-Result (CAR) framework is a highly effective way to present your experience on an advertising director resume. Here are some examples of bullet points using the CAR framework: Context: Developed and implemented a comprehensive digital marketing strategy for a leading e-commerce company. Action: Oversaw a team of marketing specialists and collaborated with cross-functional departments to execute targeted advertising campaigns. Result: Increased online sales by 30% within six months, leading to a significant revenue growth. Context: Led a team in the conceptualization and execution of a high-profile television commercial for a global consumer brand. Action: Collaborated with advertising agencies, production crews, and talent to ensure the effective delivery of the campaign message. Result: The commercial received critical acclaim and won several industry awards, resulting in increased brand recognition and customer engagement. By using the CAR framework, you can provide a clear and concise description of your accomplishments, highlighting the impact you made in previous roles. To summarize, here are the key takeaways for creating an impactful advertising director resume: Ensure your resume is of appropriate length (1-2 pages) and has a clean and professional design. Include essential sections such as contact information, objective or summary, experience (using the CAR framework), skills, education, and awards/achievements. Consider adding optional sections like professional affiliations, publications, or volunteer work if they enhance your application. Use the CAR framework to describe your experience, focusing on the context, actions taken, and results achieved. By following these guidelines, you can create a compelling advertising director resume that showcases your qualifications and maximizes your chances of landing that dream job in 2024.

Service Manager Resume Samples

The Service Manager is responsible for providing excellent customer service experience. The job description for this role normally includes – maintaining a strong relationship with manufacturers, dealers, and sales representatives , delivering comprehensive service to customers’ inquiries, managing incoming and outgoing calls, keeping a detailed record of every customer and generating sales leads . The Service Manager Resume also makes a mention of these tasks as well – overseeing all services and work spaces, delegating tasks, managing invoice, processing new orders, tracking inventory , training new employees, acting as the highest source of information and monitoring progress of pending projects.

Whilst a degree is not always mandatory for this position, employers expect the following traits from their potential Service Managers – excellent verbal and written communication skills, a thorough knowledge of product and service of the company, administrative skills, computer literacy and staying abreast with latest industry trends. A High School Diploma is the qualification commonly seen on most of the eligible resumes.

• Resume Samples
• Service Manager

Service Manager Resume

Headline : 5+ years of experience as a Service Manager in AD/AO Support, Product Engineering, and software development. Exhibited excellence in managing and executing projects in an Onshore / Offshore Delivery Model; possess comprehensive knowledge of complete SDLC processes and Project Management. Managed multiple application development projects and upgrades to move from legacy internally built software to newer technology.

Skills : .NET, Project Management, Project Development, Service Managment, Computer Efficiency Including SAP, Email, & Microsoft Programs.

Description :

• Primary responsibility is playing a critical interface between the business and the sustain teams.
• To lead & manage l2 & l3 support, problem management, change management & service management teams & responsible for sla compliance.
• Working closely with onshore and offshore teams (USA, IDC, and KL) to deliver sustainable services.
• Understanding the big picture and aligning my day to day actions to meet immediate needs at the same time helped Pepsi meet long term goals.
• Involved in preparing service model and operation handbook documents for Pepsi sustain projects globally.
• Address day-to-day CAS service delivery functions - prioritizing work activities and assignments of tasks.
• Maintaining the sm9 tool up to date with the latest information/status for tickets under the scope of services, including emergency and bug-fix.
• Identification and implementation of corrective and preventive actions identified in the RCAS from a CAS perspective.
• Successfully managed to deliver 5 periodic releases on time with high work quality and also coordinated with project teams to sync code base in all environments (development and sustain environments).
• Risks and issues are clearly addressed and communicated to relevant stakeholders.

Implementation Service Manager II Resume

Summary : 13+ years of experience as a Service Manager. Experienced Technician with an enthusiastic & can do work style, seeking a challenging position in the Natural Gas industry to provide the highest quality support and services, by focusing on personalized service to customers and offering quality assurance, efficient and timely service, which will increase productivity and add value to company success.

Skills : Troubleshoot and Resolve Problems, MS Excel, MS Word, MS Power-Point, MS Outlook, And Internet, Expertise In Installation, Programming, Troubleshooting, and Repairs On Altronic Ignition Systems.

• Interpreting and defining customer order requirements to coordinate travel, materials, and equipment of small to large-scale projects relating to gas engines.
• Define, evaluate and prepare installation activities on behalf of the company/customer and determines manpower requirements.
• Monitoring the new installation and upgrade process at the customer site, home site and coordinating efforts to ensure equipment and machinery are in adequate working order.
• Reviewing customer service-call amendments and/or additions and to revise assembly, parts, and the invoice of materials.
• Handling customer requests for assistance or complaints and initiate response and/or takes corrective action as required.
• Test, repair and overhaul all types of mechanical and electronic ignition systems and upgrades.
• Products such as ignition, governors, air/fuel ratio controllers, save air systems (electronic in head starting air system), ECMD (rice NESHAP) exhaust monitoring system, lubrication systems, GTI (diesel converted to natural gas), detonation censoring.
• Troubleshooting and providing advanced equipment maintenance resolution to improve production challenges, improve processes, resulting in reduced maintenance costs.
• Providing extensive customer calls support/service; on-site and remotely assisting customers to restore online engine services.
• Traveling regularly to customer plants to diagnose/evaluate issues and provide resolution to eliminate machine or system malfunctions and ensure products and systems conform to engineering design and customer specifications.

Client Service Manager II Resume

Summary : 10+ years of experience as a Service Manager. Looking to obtain a position which utilizes my knowledge, skills, and experience to be an asset to an organization. Has experience with compressors, air vents, and overall knowledge of equipment maintenance.

Skills : Customer Relations, Communication, and Problem-Solving, Project, Self-Confidence, Authority, and Enthusiasm, Leading Projects, Excellent Persuasive Skills, and Human Resource Specialist, and Database, Presentation Software.

• Managing team of non-exempt customer service employees directly and indirectly.
• Managing departmental work performance to meet corporate expectations and the budgeted goals and plans of Carmax auto finance.
• Managing individual performance, coaching, developmental and disciplinary activities of supervisory level and non-supervisory associates.
• Responsible for managing a nonexempt team of store support associates (retail service and centralized e-office) responsible for engaging with field and home office sales and service associates to maximize sales and the customer experience reviews 100% of departmental disciplinary actions and assists with the delivery of all disciplinary actions to direct reports.
• Preparing various reports on departmental performance on a daily, weekly and monthly basis.
• Participating in goal setting and performance projection meetings for the customer service department.
• Managing calibration sessions to ensure all associates work performance is measured consistently across all supervisory groups in the department.
• Reporting departmental performance to all managers, including senior management, on a weekly basis in management meetings.
• Completing annual associate performance reviews and develop/review associate individual development plans.
• Developing and conducting effective team meetings complete month end reviews for supervisors.

Service Manager II Resume

Summary : Service Manager with over 11 years of experience on multiple platforms. A high-level Non-Commissioned officer is capable of leadership, quality control and strict adherence to time-critical tasks requiring attention to detail. Strong management experience in high-stress environments.

Skills : Customer Service, Management, Employee Relations, Data Entry, Credit Analysis, Basic Computer, Banking, and Communications.

• Interfacing with customers daily to optimize their results through prompt, accurate and friendly customer service.
• Managing and coordinating all projects from inception through implementation.
• While ensuring that all involved maintain a safety first focus on all projects.
• Serving as the liaison between vendors, clients, and technicians ensuring that a high level of communication exists between all parties.
• Oversee the branch monthly safety meetings and ensures all technicians have all necessary safety equipment.
• Managing to invoice and account receivable records of all job orders for nearly $4 million branches.
• Supervising a staff of 10 technicians in support 70+ customer accounts monitors the development of the working staff with identifying the training needs to include all dot required certification and log keeping requirements.
• Ensuring each technician is providing the highest level of support to staff productivity and create a synergistic and safe work environment.
• Developing a schedule to establish priorities for all inspection and repair work of customer's equipment to ensure all are completed within required time requirements and intervals.
• Maintaining a strong work ethic with a total commitment to branch success through execution and development of annual/quarterly service targets and objectives.

Service Manager I Resume

Headline : 5+ years of experience as a Service Manager. Looking to utilize my knowledge and experience gained from my education, technician experience, and customer relations to become a valuable asset in many facets of the company.

Skills : Creative Problem Solver, Strong Mechanical Aptitude Skill Set, Team Player, Communicate Both Verbally, and Written, Build and Maintain Relationships With Clients, and Co-workers, and Strong Multitasking.

• Managing reports to help complete daily tasks to satisfy customers and ensure monthly forecasted goals are met.
• Managing open repair orders, technician flag hours, customer appointments and parts on order for service.
• Building a rapport with customers to ensure all their needs are met during their service.
• Inspecting customer vehicle when they arrive and translate the customer concerns to a repair order to be dispatched to the shop foreman.
• Working daily with the manufacturers to ensure any vehicle recalls and warranty items are submitted and corrected before returning to the customer.
• Approving estimates once the technician's diagnostics are received and contact the customer for approval.
• Calling customers daily to update them on their vehicle status and schedule around their needs for pick up.
• Reviewing employee behavior and work habits and offer incentives through reward programs, while also implementing the "two-minute challenge" to resolve any disciplinary issues.
• Working closely with the sales department to provide them with the necessary manpower to maintain their inventory.
• Building a rapport with the vendors to ensure all parts are available and delivered on time to complete all necessary work.

Sales & Service Manager Resume

Summary : 9 years of experience as a Service Manager. Looking to work in a team-based environment that will promote professional and personal growth.

Skills : Supervisory, Computer Efficiency Including SAP, Email, Microsoft Programs, Inventory Control, Purchasing, Customer Service, Dispatching, Scheduling, Accounts Payable, Cycle Counting, Forklift, Tractor, Boom Lift Operation.

• Established our presence in the local market by building our service customer base to allow for the expansion of the service crew.
• Responsible for all service sales until our growth allowed us to bring on an additional service salesman.
• Train the new salesman and review his proposals until he became knowledgeable in the service market.
• Responsible for the daily activities of the service crew from dispatching to job completion.
• Received the calls from existing customers and would provide follow up calls after jobs were complete to ensure customer satisfaction.
• Conducted monthly service meetings giving direction to the service crew and to inform them of the company and customer's expectations.
• Conducted safety meetings to ensure the wellbeing of the employees.
• Assisted the branch manager with construction projects and support of office personnel.
• I also worked with the local mechanical contractor to secure HVAC projects.
• Served as head teller and assume all duties and responsibilities associated with the position.

Objective : 2 years of experience as a Service Manager. Motivated graduate with exceptional communication skills and customer service experience seeking to obtain a challenging position with the opportunity for career growth. I am a dependable, conscientious employee with exceptional work ethic eager to take the initiative as a strong team member.

Skills : Operations Management, Marketing, Staff Training, Team Building, Leadership Development, Computer-Savvy, Calm Under Pressure, Supervision and Training, Negotiation, Strategic Planning, Sales Management, Staffing, and Cost Reductions.

• Accomplish department objectives by managing staff, communicating job expectations, planning, and evaluating department activities.
• Create strategic goals by gathering pertinent business, financial, service, and operations information.
• Maintain a team staff with a minimal turnover by recruiting, selecting, orienting, and training employees properly.
• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, and establishing personal networks with other automotive vendors.
• Arrange training seminars and offer company provided online training courses to the staff for personal growth opportunities.
• Develop, coordinate, and enforce policies, procedures, and productivity standards.
• Manage the service department's accounting including profit margins, accounts receivable, part inventory, vehicle inventory, and service department employee payroll.
• Analyze sales, expenses, and inventory monthly to meet specific profit goals.
• Keep up to date on manufacturer warranty and policy procedures while serving as a liaison with factory representatives.
• Provided leadership, coaching and process improvements are necessary to achieve critical performance targets by improving productivity and process flows.

Customer Service Manager & Collections Resume

Summary : Result driven Service Manager with over 14 years of managerial and customer service support experience. Utilize strong interpersonal and organizational skills while excelling at interfacing with others at all levels, ensuring all company goals are met. Successful within highly competitive environments where leadership and communication skills are the keys to success. Strong multi-tasking ability and data entry skills in a fast pacing environment.

Skills : Profit And Loss, Public Relations, Customer Relations, Employee Scheduling, Vision, Branding, Risk Management, Coaching, Customer Service, Inventory Management, Safety Management, Microsoft Office Savvy, and Software Input Savvy.

• Providing daily courteous service during a variety of special service customer transactions.
• Resolving customer related issues promptly using knowledge of bank services and products.
• Oversee daily staffing and minimize customer wait times to enhance service levels.
• Ensuring staff possesses the necessary skills to understand and execute customer banking transaction needs, and are proactive in offering suggestions and options.
• Identifying risks associated with regulatory compliance, overdraft authority, and bank secrecy act.
• Providing leadership to staff members regarding daily operations, as well as risk management and compliance.
• Completing all branch audits inappropriate time frames; monthly, quarterly, biannually, and annually.
• Providing training on administrative policies and procedures for all department personnel.
• Keeping up to date on manufacturer warranty and policy procedures while serving as a liaison with factory representatives.
• Demonstrating exceptional product knowledge, with a special focus on the quality of atmosphere and customer services.

Automotive Service Manager V Resume

Summary : 20+ years of extensive experience as a Service Manager. Seeking to obtain employment to gain the opportunity to utilize my skills, and to challenge my ability to take a step forward to reach obstacles and accomplish goals on a business level. An adaptable team player recognized the willingness to learn and teach newly acquired skills.

Skills : Procurement, Auditing, Inventory Management, Talent Management, Scheduling, Retention, Sales & Customer Service, Construction, Property Management, MS Office Suite, and Typing.

• Contacting customers to enhance customer relations and improve customer perception of the company by keeping them up to date on service progress.
• Company goals to include effective job scheduling, billing efficiency, quoting and turnaround time.
• Ensuring that necessary tools and equipment are available and maintained in safe operating condition.
• Responsible for service vehicles as they pertain to image, safety, and maintenance.
• Responsible for maintaining records and following OSHA, hazmat, dot, MSDS and other required regulations pertaining to the service department.
• Responsible to see that new customers are ok'd for credit prior to doing service.
• Responsible for the targeting and penetration of new accounts while maintaining a current customer base.
• Hiring and supervising all service department personnel as well as monitoring their performance in servicing customer.
• Creating goals and objectives for the department which includes a marketing plan to promote new and repeat business.

Summary : 8+ years of experience as a Service Manager. I am looking to explore opportunities that will allow me to be more creative and work with either a team or just a few individuals that have a passion to work towards a common goal.

Skills : Microsoft Office, Detail Oriented, Inventory Management, Hiring, Hard Worker, Staff Development, and Strong Communication.

• Managing day to day operations of a high volume mini service department.
• Responsible for creating yearly profit and expense forecast and then managing the forecast on a monthly basis to meet or exceed the monthly goals.
• Goals are accomplished by managing daily appointments, working with all team members to achieve daily commitments and successfully handling customer concerns and feedback.
• Meeting daily with the entire management team to discuss daily commitments and discuss any current or ongoing issues.
• Working directly with the manufacturer to promote the brand and handle any client concerns.
• Reading and understand the monthly financial statement and use the statement as a tool to look for areas to reduce spending and increase gross/net profits.
• Working with the marketing team to create advertising strategies that drive new and repeat business to the service department.
• Ensuring all company standards are met by employees, and monthly goals are met.
• Constantly on the phone with customers fielding quotes, service-related questions, and building estimates.
• Maintaining quality control/satisfaction records, constantly seeking new ways to improve customer service.

Table of Contents

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18 Customer Service Manager Resume Examples for Your 2024 Job Search

Customer service managers understand the importance of a positive customer experience, and strive to offer timely and meaningful solutions. As a customer service manager, your resume should reflect the same dedication to problem-solving and customer care. We've compiled 15 customer service manager resume examples to help provide insight into how to craft the perfect resume for this role.

Resume Examples

Resume guidance.

• High Level Resume Tips
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• Why Resume Headlines & Titles are Important
• Writing an Exceptional Resume Summary
• How to Impress with Your Work Experience
• Top Skills & Keywords
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• Related Resumes

Common Responsibilities Listed on Customer Service Manager Resumes:

• Proactively manage customer inquiries, complaints, and feedback to ensure high customer satisfaction and loyalty
• Develop and implement customer service procedures, policies, and standards
• Train and monitor customer service staff to ensure their performance meets standards
• Analyze customer feedback and devise strategies to increase customer engagement and loyalty
• Foster strong customer relationships, ensure customer needs are met, and resolve conflicts
• Use customer service metrics and KPIs to report and analyze customer satisfaction levels
• Build and maintain collaborative relationships with other departments and external partners
• Develop and implement strategies to maximize customer retention and loyalty
• Design customer service training programs to ensure staff are informed and up-to-date
• Monitor customer service activity, evaluate results, and suggest improvements
• Troubleshoot customer service problems and devise solutions in a timely manner
• Proactively seek customer feedback, suggest improvements, and measure customer satisfaction levels
• Identify customer service trends and leverage insights to develop and implement customer service strategies.

You can use the examples above as a starting point to help you brainstorm tasks, accomplishments for your work experience section.

Customer Service Manager Resume Example:

• Managed a team of customer service representatives, resulting in a 20% increase in customer satisfaction ratings.
• Developed and implemented new customer service policies and procedures, resulting in a 15% reduction in customer complaints.
• Collaborated with cross-functional teams to deliver on-time and on-budget projects and initiatives.
• Executed tasks effectively and efficiently, resulting in a 15% increase in departmental productivity
• Demonstrated strong ability to do quality work for the usual projects that an individual would be assigned at this level
• Managed a team of customer service representatives, resulting in a 10% increase in customer satisfaction ratings
• Assisted in the management of a team of customer service representatives, resulting in a positive impact on the company's overall performance.
• Demonstrated strong attention to detail, resulting in a 25% decrease in errors.
• Provided support to senior customer service managers, resulting in a positive impact on the company's overall performance.
• Team Leadership
• Customer Service Expertise
• Policy and Procedure Development
• Project and Initiative Management
• Resource and Time Management
• Attention to Detail
• Problem-Solving Skills
• Cross-Functional Collaboration
• Customer Satisfaction Improvement
• Complaint Reduction Strategies
• Performance and Productivity Measurement
• Supervisory and Mentoring Skills
• Crisis Management
• Strategic Planning
• Data Analysis and Reporting
• Business Administration

Customer Service Associate Resume Example:

• Facilitated the successful resolution of 44 customer disputes and billing issues with a 95% satisfaction rate.
• Collaborated with managers of other departments to quickly resolve customer inquiries, resulting in a 10% decrease in customer service tickets per week.
• Developed reporting systems and customer service tracking tools, which aided in identifying customer dissatisfaction trends and enabled the development of strategies to address them.
• Achieved a 5% increase in customer lifetime value by means of personalizing customers experiences and improving loyalty
• Implemented initiatives to enhance customer retention rate and reduce churn rate by 15%
• Successfully managed and fulfilled 811 customer orders across multiple channels and resolved any related issues to maximize customer satisfaction
• Improved customer service processes with organized feedback system, resulting in a 66% improvement in customer care operations
• Spearheaded initiatives to respond to customer inquiries within 24 hours and delivered efficient customer service experiences
• Streamlined customer service workflow and policies which positively impacted customer satisfaction by 4%
• Customer service experience
• Conflict resolution
• Communication and interpersonal skills
• Problem solving and troubleshooting
• Analytical and data-driven approach
• Empathy and understanding
• Team collaboration
• Cross-functional leadership
• Process and policy optimization
• Adaptability and learning
• Quality assurance
• Customer Relationship Management (CRM)
• Knowledge of customer service standards and regulations
• Multi-channel customer service
• Communication

Beginner Level Customer Service Resume Example:

• Spearheaded customer service initiative which reduced complaints by 25%, increasing customer satisfaction scores by nearly 10%.
• Administered customer interactions with accuracy, responding to inquiries and complaints within 48 hours resulting in higher customer retention.
• Streamlined payment process, optimizing payment verification times by 65%.
• Collaborated with marketing and product teams to develop customer experience strategies that exceeded key performance metrics by 11%
• Effectively communicated customer feedback and inquiries to relevant departments when needed, resulting in organized and timely responses
• Facilitated customer upsell and cross-sell processes, increasing product sales by 27%
• Optimized customer database, ensuring accuracy of customer information and reducing customer service time by 2 hours per day
• Delivered customer service excellence by consistently exceeding customer satisfaction goals by 3.5%
• Performed customer surveys to acquire feedback and gain insight to improve future customer service strategies
• Interpersonal Communication
• Results-Oriented
• Problem-Solving
• Adaptability
• Conflict Resolution
• Customer Support
• CRM Experience
• Time Management
• Organizational Skills
• Cross-Selling Techniques
• Upselling Strategies
• Quality Assurance
• Process Optimization
• Survey Administration
• Negotiation Techniques
• Analytical Thinking
• Product Knowledge

Customer Care Manager Resume Example:

• Monitored customer inquiries and complaints to identify issues and created customized solutions for a 15% increase in customer satisfaction ratings in the first 6 months.
• Designed, implemented and regularly managed customer feedback surveys to track customer trends and make age-appropriate changes to provide better services and improve customer retention.
• Collaborated with the marketing team to implement targeted campaigns resulting in a 17% increase in the volume of inquiries and a 20% decrease in customer dispute resolution time.
• Effectively monitored and resolved customer inquiries and complaints with an average resolution time of 48 hours, exceeding customer service metrics by 15%
• Developed and maintained detailed customer records, providing consistent, personalized customer service that resulted in a 10% increase in customer loyalty
• Implemented automated customer service systems to streamline customer service processes, reducing overall inquiries by 15% in a 6 month period
• Responded to customer inquiries in a professional, timely manner and maintained accurate customer information in relevant systems to reduce customer inquiry time by 10%
• Developed internal training programs focused on customer service techniques, resulting in a 20% decrease in customer complaints over a 6 month period
• Utilized customer feedback surveys to quickly identify and resolve customer issues, resulting in a 95% customer satisfaction rating, a 15% increase from the previous year
• Excellent interpersonal communication skills
• Exceptional customer service and problem-solving abilities
• Strong multi-tasking and organizational skills
• Proficiency in customer support software
• Knowledge of customer service techniques and processes
• Ability to analyze customer trends and feedback
• Experienced in making suggestions for improvements
• Responsive to customer inquiries with timely resolution of issues
• Proficient in designing and executing customer surveys
• Proven ability to collaborate with other departments
• Experienced in training customer service teams
• Skilled in measuring customer satisfaction ratings
• Analytical and data-driven approach to managing customer issues
• Proficiency in customer relationship management (CRM) systems
• Ability to identify areas for customer improvement

Customer Service Coordinator Resume Example:

• Exceeded customer satisfaction goals by 15%, through strong positive relationships with customers and innovative service solutions.
• Developed and implemented a customer service training manual and corresponding training program, to ensure widespread understanding of customer service policies and procedures.
• Spearheaded the development of a customer feedback system to capture customer data, resulting in a 10% increase in customer retention.
• Optimized customer service operations through an extensive analysis of customer feedback and reports, leading to a 40% improvement in customer satisfaction ratings
• Spearheaded a process automation initiative, decreasing issue resolution times by an average of 6 hours
• Developed an organized system of tracking customer accounts to ensure accuracy of service and boost customer loyalty by 18%
• Streamlined customer query resolution process and policies, resulting in reduced customer wait times by 10%
• Cut customer service ticketing processing costs by 25%, through implementation of an AI-based ticketing system
• Implemented robust customer feedback and incident tracking systems to evaluate process performance and identify areas for improvement
• Excellent customer service and communication skills
• Highly organized and detail-oriented
• Ability to work under pressure and prioritize tasks
• Proven track record of achieving customer satisfaction goals
• Highly experienced in customer feedback and service analytics
• Ability to identify opportunities for process improvement
• Deep understanding of customer service operations
• Proficient in customer service software, CRMs and process automations
• Skilled in developing, training, and transitioning customer service policies
• Adept at problem solving and conflict resolution
• Proven record of managing customer accounts and data

Customer Service Specialist Resume Example:

• Managed a high-volume of customer interactions, resulting in a 50% increase in customer satisfaction scores.
• Developed and implemented new processes that improved first-call resolution rates by 35%.
• Trained and mentored new customer service representatives, resulting in a 20% reduction in turnover rate.
• Assisted in answering customer inquiries and resolving issues
• Collaborated with the team to develop and implement new customer service processes
• Assisted in creating and maintaining customer service training materials
• Strong customer service experience
• Excellent communication and interpersonal skills
• High attention to detail and accuracy
• Proficient conflict resolution abilities
• Ability to analyze customer needs and develop innovative solutions
• Experience with customer relationship management systems
• Proven ability to multitask, prioritize, and manage time efficiently
• Proficiency with Microsoft Office Suite
• Excellent problem-solving and analytical skills
• Knowledge of customer service principles, practices, and procedures
• Proficiency in data entry, recordkeeping, and reporting

Customer Service Executive Resume Example:

• Improved customer satisfaction scores by 10% through proactive follow-up on inquiries and issues.
• Developed detailed customer service policies and processes, resulting in improved efficiencies and customer experiences.
• Coordinated cross-functional training protocols for customer service personnel on customer service processes and procedures.
• Spearheaded the launch of a customer service management system, driving an 18% reduction in customer interaction times
• Established quality control protocols to ensure customer service standards were upheld and exceeded
• Utilized customer feedback and insights to identify opportunities for improvement and drive growth
• Improved customer loyalty and retention by designing custom experiences and personally engaging with customers
• Developed a customer sentiment tracking system, resulting in a better understanding of customer requirements
• Monitored customer accounts to optimize order status, payment, and account management operations
• Problem-solving and analytical mindset
• Conflict resolution and negotiation skills
• Knowledge of customer service principles and practices
• Customer service management system design and implementation
• Quality control management and monitoring
• Experienced in cross-functional team training and coordination
• Proficient in tracking customer sentiment and feedback
• Self-motivated and proactive team player
• Expertise in order status, payment, and account management systems
• Ability to design custom experiences for improved customer loyalty and retention

Customer Service Relations Resume Example:

• Developed an automated system that drastically reduced customers service costs by 23%.
• Established well-defined customer service processes and policies that improved customer satisfaction scores by 19%.
• Trained 25 customer service staff members in customer service best practices, increasing staff efficiency by 27%.
• Resolved customer complaints at a rate of 90% satisfaction, surpassing the organizational standard of 80%
• Achieved a 95% success rate in addressing customer inquiries quickly and accurately, hepled prevent customer unhappiness or delays
• Earned outstanding feedback from customers for excellent customer service, which increased customer loyalty by 15%
• Implemented innovative methods to monitor customer service performance and identified areas for optimization
• Streamlined system navigation and workflow to ensure customer inquiries were handled in a timely manner
• Constructed detailed reports on customer interaction data that helped strategize customer retention and satisfaction plans
• Automation System Design and Implementation
• Customer Service Process Improvement
• Staff Training and Development
• Complaint Resolution
• Inquiries Handling
• Customer Relations and Satisfaction
• Innovative Solutions
• System Optimization
• Problem Solving
• Workflow Management
• Interpersonal Skills

Customer Service Representative Resume Example:

• Reduced customer complaint resolution time by 37% through developing effective customer relationship management strategies.
• Achieved significant increase in customer satisfaction through proactive customer service methods.
• Managed successful relationships with customers by responding swiftly to inquiries and using quality assurance to maintain efficiency.
• Researched and implemented operational strategies that supported KPIs and significantly improved customer experience
• Earned recognition for exemplary customer service through successfully managing product changes across organization
• Proactively identified customer needs, successfully promoting and cross selling products to support organizational requirements
• Designed and launched a customer feedback program that resulted in a 27% growth in customer loyalty;
• Integrated customer service data with customer Relationship Management software, improving work efficiency by 32%;
• Quickly addressed and solved customer inquiries, reducing response time by 45%.
• Customer Relationship Management
• Proactive Customer Service
• KPI Management
• Data Integration
• Customer Feedback
• Cross-selling
• Active Listening
• Documentation
• Empathy & Compassion

Customer Service Intern Resume Example:

• Achieved customer satisfaction goals by responding to customer inquiries in a professional and timely manner.
• Processed and followed up on orders promptly, reduced customer wait times by 20%.
• Updated and maintained customer records to ensure accuracy, customer trust and improved customer loyalty.
• Trained 3 other interns in recordkeeping overhauls and process optimization tasks.
• Developed and implemented customer service material documents such as user guides, new hire documents and product test reports.
• Processed customer feedback analysis to discover customer trends and areas for improvement.
• Customer Service Excellence
• Problem-Solving & Decision-Making Skills
• Time Management & Multi-tasking Abilities
• Telephone Etiquette & Interpersonal Communication Skills
• Teamwork & Collaboration
• Professionalism & Diplomacy
• Document/Record Keeping
• Training & Mentoring Abilities
• Knowledge of Company Products & Services
• Data Analysis & Reporting
• Quality Assurance Standards

Customer Support Specialist Resume Example:

• Developed comprehensive customer service strategy to reduce resolution time for on-going customer inquiries by 25%, achieving maximum customer satisfaction.
• Upsold products and services to customers to grow recurring revenue by 15% over 6-month period.
• Reduced customer service calls and inquiries by identifying and resolving 15 known technical issues in online menu from previous month.
• Received 98% positive customer feedback after resolving complex customer complaints in timely manner
• Created automated customer service processes that substantially reduced service delivery time and improved overall customer experience
• Established processes to track customer service inquiries, identifying trends and offering solutions to improve customer service processes
• Attained 95% customer satisfaction across all customer service channels after using personalized service for high-value clients.
• Acquired recognition for creating an innovative Apple Support mobile application to provide customers better access to customer service.
• Successfully managed customer inquiries and improved customer service processes with the introduction of a customer relationship management system.
• Excellent customer service and interpersonal skills
• Ability to use problem-solving and troubleshooting techniques
• Comprehensive understanding of customer service procedures and protocols
• Proficiency in using customer relationship management (CRM) systems
• Demonstrated success in implementing customer service strategies
• Highly developed organization and time management skills
• Proficiency in using various social media platforms
• Proven ability to upsell products and services
• Highly skilled in tracking customer inquiries, trends and feedback
• Exceptional communication and listening skills
• In-depth knowledge of customer service policies and best practices
• Experience in developing customer service applications for mobile devices
• Knowledge and understanding of technical operations and software

Entry Level Customer Service Resume Example:

• Managed and resolved customer complaints, resulting in a 20% increase in customer satisfaction scores.
• Trained and mentored new customer service representatives, improving their performance by 30%.
• Implemented new customer service processes, resulting in a 15% reduction in call handle time.
• Assisted in handling customer service inquiries and complaints, gaining hands-on experience in customer service
• Participated in team meetings and training sessions, gaining insights into customer service best practices
• Shadowed experienced customer service representatives, learning how to handle complex customer service issues
• Excellent communication
• Problem solving
• Interpersonal skills
• Customer service orientation
• Patience and empathy
• Time management
• Conflict resolution strategies
• Training and coaching
• Listening skills
• Process improvement
• Attention to detail
• Active listening
• Conflict management
• Active learning
• Service-mindedness
• Analytical thinking
• Product knowledge
• Stress management

Customer Service Lead Resume Example:

• Successfully designed and implemented a customer service strategy that resulted in a 25% increase in customer satisfaction scores within a year.
• Recruited, trained, and managed a team of 8 customer service agents, resulting in a 50% decrease in customer complaints and a 75% increase in customer retention rates.
• Developed and managed customer service initiatives and policies to deliver an efficient and effective customer experience, successfully reducing customer complaints and increasing customer loyalty by +15%.
• Achieved customer service excellence and established an employee-focused culture by training, mentoring, and setting objectives for customer service staff and providing timely feedback on the quality of service and productivity metrics.
• Revamped the customer service policy manual, resulting in a streamlined customer service process and a 35% reduction in call handle time.
• Conducted regular customer surveys to gather customer feedback and insights, resulting in the development of new customer success initiatives and a 30% increase in customer loyalty.
• Tracked and analyzed customer service data, resulting in the identification of key areas for improvement and the implementation of new processes and systems, leading to a 20% increase in overall customer satisfaction.
• Designed and implemented a customer success program that helped retain customers and improve customer loyalty, resulting in a 40% decrease in customer churn rate
• Oversaw daily operations of the customer service department, ensuring quality customer service and a 100% compliance with customer service standards
• Monitored customer service trends and best practices and recommended changes to customer service policies, resulting in the implementation of new technologies and processes, leading to a 15% improvement in overall customer satisfaction scores
• Proven customer service leadership
• Exceptional conflict resolution skills
• Strong problem-solving and analytical capabilities
• Excellent communication, negotiation and interpersonal skills
• Ability to manage customer expectations and complaints
• Demonstrated ability to implement customer service initiatives
• Experience using automated billing systems
• Adept in training and mentoring customer service staff
• Ability to motivate staff and improve customer satisfaction
• Knowledge of quality management system standards and protocols
• Skilled in developing and enforcing customer service policies
• Proficient in developing and monitoring customer service metrics
• Thorough understanding of customer service trends and best practices

Remote Customer Service Resume Example:

• Provided exemplary customer service to 90+ customers per month, resulting in a 25% improvement in customer satisfaction ratings
• Proactively identified and resolved customer inquiries within one business day, leading to an increase in cost-savings of 37%
• Collaborated with product improvement teams to identify and recommend new and innovative products, leading to a 10% increase in revenue
• Skilled at successfully troubleshooting customer inquiries, resulting in a 70% first-call resolution rate
• Developed and implemented customer education program to improve customer service experience, which was recognized in customer feedback and led to a 20% overall increase in customer satisfaction ratings
• Provided customized solutions for individual customer needs, resulting in a 40% reduction in repeat customer service inquiries
• Trained and mentored 14 new customer service representatives, developing their skills and helping them excel in their roles
• Streamlined customer service process through innovative use of online portals, which led to a cost reduction of 30%
• Liaised with internal product development team to implement effective customer service strategy, resulting in 10% decrease in customer complaints
• Excellent verbal communication skills
• Strong written communication skills
• Exceptional customer service skills
• Proficient problem-solving abilities
• Advanced troubleshooting skills
• Accurate data entry
• Knowledgeable in customer service protocols
• Excellent organizational skills
• Adept in multitasking
• Able to think proactively
• Superb interpersonal skills
• Ability to learn quickly
• Excellent time management skills
• Proficient in customer service software
• Ability to work independently
• Exceptional computer skills
• Familiarity with company products
• Ability to work well under pressure
• Positive and empathetic attitude

Senior Customer Service Manager Resume Example:

• Developed a customer loyalty program that increased customer retention by 30% over the course of a year
• Implemented a CRM system to track and report customer experiences, resulting in a 50% improvement in answering inquiries
• Utilized data analysis to develop strategies that improved customer service levels by 45% and customer relations by 60%
• Implemented innovative customer service policies that improved customer satisfaction ratings by 25%
• Built and trained a customer service team that successfully reduced waiting times and inquiries by 70%
• Developed customer feedback surveys that identified areas of improvement, resulting in a 95% decrease in customer complaints.
• Developed and coordinated customer service plans with other departments, resulting in a 15% improvement in overall customer satisfaction
• Facilitated communication between customer service staff and clients to promote positive relations and satisfaction
• Created detailed reports and analyzed data to identify performance goals and monitor team performance, resulting in a 35% increase in productivity
• Project Planning & Management
• CRM Systems Implementation
• Customer Relations & Satisfaction
• Customer Feedback Surveys
• Communication & Interpersonal Skills
• Team Building & Training
• Change Management
• Problem-Solving & Decision-Making
• Performance Evaluation & Improvement
• Customer Loyalty Programs
• Process & Policy Design
• Organizational & Time Management
• Quality Assurance & Control
• Crisis & Issue Management
• Conflict Resolution & Negotiation
• Goal Setting & Strategic Planning
• Agility & Adaptability
• Technology Knowledge & Proficiency

Amazon Customer Service Resume Example:

• Implemented a new customer service training program, resulting in a 25% increase in customer satisfaction scores and a 20% decrease in customer complaints within the first six months.
• Analyzed customer service data to identify trends and areas for improvement, leading to the development of a new chatbot feature that reduced customer wait times by 30% and increased first contact resolution by 15%.
• Mentored and coached a team of 5 new customer service representatives, resulting in a 40% decrease in training time and a 25% increase in team productivity.
• Developed and implemented a new customer service policy that improved response times by 50% and reduced customer complaints by 30%.
• Monitored customer feedback and provided feedback to management, resulting in the implementation of a new customer loyalty program that increased customer retention by 20%.
• Analyzed customer service performance metrics and reported results to management, leading to the implementation of a new scheduling system that reduced wait times by 40% and increased customer satisfaction scores by 15%.
• Resolved a high-profile customer dispute, resulting in a positive resolution and a 10% increase in customer loyalty.
• Developed and implemented a new customer service strategy that improved customer satisfaction scores by 25% and reduced customer complaints by 20%.
• Trained and mentored a team of 10 new customer service representatives, resulting in a 30% decrease in training time and a 20% increase in team productivity.
• Customer service excellence
• Data analysis and reporting
• Team leadership and mentoring
• Training program development
• Customer retention strategies
• Performance metric tracking
• Adaptability to new technologies
• Effective communication
• Problem-solving
• Multitasking
• Empathy and active listening

Retail Customer Service Resume Example:

• Implemented a new customer feedback system, resulting in a 25% increase in positive feedback and a 15% decrease in negative feedback within the first month.
• Developed and executed a training program for new hires, resulting in a 40% decrease in onboarding time and a 20% increase in customer satisfaction scores.
• Collaborated with the merchandising team to redesign product displays, resulting in a 30% increase in sales for targeted products.
• Managed inventory levels and implemented a new stock replenishment system, resulting in a 20% decrease in out-of-stock items and a 10% increase in sales.
• Developed and implemented a customer loyalty program, resulting in a 15% increase in repeat customers and a 5% increase in average order value.
• Resolved a high-priority customer complaint, resulting in a 50% increase in customer satisfaction scores and a 10% increase in positive online reviews.
• Implemented a new customer service tracking system, resulting in a 20% increase in issue resolution time and a 15% increase in customer satisfaction scores.
• Collaborated with the marketing team to develop and execute a successful holiday promotion, resulting in a 25% increase in sales during the promotion period.
• Developed and maintained relationships with key customers, resulting in a 10% increase in repeat business and a 5% increase in average order value.
• Problem-solving and conflict resolution
• Inventory management
• Training and onboarding
• Sales and promotion strategies
• Customer loyalty and retention
• Merchandising and product display
• Collaboration and teamwork
• Time management and organization
• Adaptability and flexibility
• Relationship building
• Digital and social media proficiency

Customer Service Agent Resume Example:

• Implemented a new customer feedback system, resulting in a 25% increase in customer satisfaction ratings and a 10% decrease in customer complaints.
• Collaborated with the product development team to identify and resolve recurring product issues, reducing the number of customer escalations by 15%.
• Developed and delivered training sessions for new customer service agents, resulting in a 20% improvement in first-call resolution rates.
• Managed a high-volume customer service queue, consistently achieving a 95% customer response rate within 24 hours.
• Implemented a customer loyalty program, resulting in a 15% increase in customer retention and a 10% increase in average order value.
• Collaborated with the sales team to identify upsell opportunities, resulting in a 10% increase in revenue from existing customers.
• Developed and implemented a customer service knowledge base, reducing average call handling time by 20% and improving first-call resolution rates by 15%.
• Identified and resolved a systemic issue with order processing, resulting in a 30% reduction in order errors and a 25% improvement in order fulfillment time.
• Collaborated with the marketing team to create customer-focused content, resulting in a 10% increase in website traffic and a 5% increase in customer engagement.
• Excellent communication skills
• Problem-solving abilities
• Customer relationship management
• Ability to handle high-volume customer inquiries
• Knowledge of customer loyalty programs
• Ability to identify and capitalize on upsell opportunities
• Training and development skills
• Knowledge of customer service software and databases
• Ability to create and manage a customer service knowledge base
• Order processing and fulfillment skills
• Ability to implement effective customer feedback systems
• Understanding of product development processes
• Ability to identify and resolve systemic issues
• Content creation skills
• Ability to increase customer engagement
• Ability to improve first-call resolution rates
• Ability to reduce customer complaints and escalations
• Ability to increase customer satisfaction and retention rates
• Ability to work under pressure and maintain professionalism
• Time management and organization skills.

Customer Experience Manager Resume Example:

• Revitalized the customer service framework, introducing new policies and procedures that elevated customer satisfaction scores by 18% within the first year.
• Conducted a comprehensive analysis of customer feedback and service metrics, leading to a strategic overhaul that reduced average resolution time by 22%.
• Implemented a dynamic scheduling system for the customer support team, optimizing workload distribution and increasing operational efficiency by 15%.
• Designed and executed a targeted customer loyalty program that increased repeat customer rate by 25% and boosted overall revenue by 10% within nine months.
• Collaborated with the IT department to integrate customer service software with other business systems, resulting in a 30% reduction in data entry errors and enhanced cross-departmental workflow.
• Managed and resolved high-level customer complaints, achieving a 95% success rate in preserving customer relationships and turning detractors into promoters.
• Championed a company-wide customer experience initiative, leading to the successful launch of a new multichannel service platform that improved customer access by 40%.
• Developed and maintained an extensive knowledge base for customer service, reducing onboarding time for new team members by 50% and improving first-call resolution by 35%.
• Regularly monitored and reported on customer service KPIs, driving continuous improvements that resulted in a 20% increase in overall customer service team performance.
• Customer Satisfaction Analysis
• Process Improvement
• Training and Development
• CRM Software Proficiency
• Brand Alignment Strategies
• Digital Transformation Leadership
• Online Support Portal Management
• Data-Driven Decision Making
• Performance Dashboard Implementation
• Compliance and Data Security
• Team Performance Management
• Personalized Communication
• Customer Segmentation
• Efficiency Optimization
• Customer Retention Strategies
• Project Management

High Level Resume Tips for Customer Service Managers:

Here are some tips to help Customer Service Managers get into the right mindset for the resume creation process: Highlight customer results: As a Customer Service Manager, your resume should showcase your ability to deliver customer-centric results. Aim to highlight your strongest achievements and successes in meeting customer needs and developing customer satisfaction, using concrete customer feedback wherever possible. Demonstrate relationship-building: Customer Service Managers are responsible for building strong relationships with customers. Include information about your experience in interpersonal communication and customer service techniques, such as active-listening, problem-solving, and conflict resolution. Reflect customer service strategies: Your resume should also demonstrate your experience developing, executing, and improving customer service and support strategies. Highlight your experience in process design, training, customer success, and customer satisfaction initiatives. Tailor your resume to the job and company: Make sure to tailor your resume to each job you apply for, emphasizing the skills and experiences that make you a strong fit for the specific role and company.

Must-Have Information for a Customer Service Manager Resume:

Here are the essential sections that should exist in a customer service manager resume:

• Contact Information
• Resume Headline
• Resume Summary or Objective
• Work Experience & Achievements
• Skills & Competencies

Additionally, if you're eager to make an impression and gain an edge over other customer service manager candidates, you may want to consider adding in these sections:

• Certifications/Training

Let's start with resume headlines.

Why Resume Headlines & Titles are Important for Customer Service Managers:

Customer service manager resume headline examples:, strong headlines.

Results-Driven Customer Service Manager with 4+ Years of Successful Experience

Highly Experienced Customer Service Manager Skilled In Client Relations and Solutions

A strong resume headline should be concise, informative, and showcase key strengths in a positive manner.

The two examples of good resume headlines provided are both concise and persuasive. The first headline communicates the individual is results-driven with 4+ years of experience, and the second headline explicitly notes the individual's experience in client relations and solutions.

Weak Headlines

Experience Customer Service Manager - 4 years of Supervision

Customer Service Management – Ready to Lead a Team

The two bad examples of resume headlines are both too vague and generic. The first headline does not demonstrate any unique skills or accomplishments and the second does not provide detail about the individual's expertise. Additionally, both headlines are overly wordy which does not leave much room for showing other accomplishments.

Writing an Exceptional Customer Service Manager Resume Summary:

A resume summary is a brief yet essential overview of your skills, experiences, and accomplishments as a Customer Service Manager. It highlights the most relevant information of your career and showcases how your experiences and skills align with the position you're applying for.

For Customer Service Managers, your resume summary should highlight your strong leadership skills, ability to handle complex customer service issues, and experience in team management. A well-crafted summary should also demonstrate your ability to drive customer satisfaction, improve processes, and manage customer service operations effectively.

Here are a few tips for writing an effective resume summary for Customer Service Managers:

• Tailor it to the specific job you are applying for by highlighting the most relevant skills and experiences.
• Emphasize your quantifiable achievements, such as successfully reducing customer complaints by a certain percentage or implementing a new process that improved customer satisfaction scores.
• Use keywords related to the customer service management industry and the company's needs to optimize your resume for both people and applicant tracking systems (ATS)
• Keep the summary concise, ideally under 4 sentences, to make a strong and impactful first impression.
• Avoid cliches and generic statements and do not repeat information already included in other sections of your resume.

Customer Service Manager Resume Summary Examples:

Strong summaries.

• Experienced Customer Service Manager with 6+ years of experience in leading customer service teams and driving customer satisfaction. Skilled in developing efficient processes and procedures to improve customer service operations.
• Proactive Customer Service Manager with 6+ years of experience in overseeing customer service initiatives and resolving customer inquiries. Adept at using customer feedback to develop strategic plans for continuous improvement.

Why these are strong:

• These summaries are concise and provide specific examples of the Customer Service Manager's experience and skills. They give the reader a clear understanding of the manager's abilities and experience.

Weak Summaries

• Experienced Customer Service Manager with 6+ years of experience. Skilled in customer service operations.
• Customer Service Manager with 6+ years of experience. Adept at customer satisfaction and customer service initiatives.

Why these are weak:

• These summaries are too vague and lack detail. They do not provide any concrete examples of the Customer Service Manager's experience or abilities, which would give the reader a better sense of their qualifications.

Resume Objective Examples for Customer Service Managers:

Strong objectives.

A motivated professional with 1 year of customer service experience seeking a management role at ABC company where I can leverage my background to enhance the customer service department’s operations.

Energetic and organized professional with 1 year of customer service experience looking to join the team at ABC company as a Customer Service Manager to help improve customer service procedures and foster loyalty.

• Good objective statements are specific to the specific position and company, making sure to reference qualities that may be valued by employers, in addition to demonstrating relevant experience and skills. In the good examples, the individual references their customer service background, as well as their goals in their desired position.

Weak Objectives

Generalist with 1 year of customer service experience seeking to help manage the team at ABC company.

Young, enthusiastic professional with 1 year of customer service experience looking to work towards an entry-level management role in the customer service department at XYZ company.

• Poor objective statements are too general, not specific to any company, and do not demonstrate any level of experience or expertise. They may also lack the detail that many hiring managers will look for when evaluating potential candidates. Additionally, the individual did not specify the type of role they are looking for, which makes it more difficult to be considered for it.

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Speed up your resume creation process with the resume builder. generate tailored resume summaries in seconds., how to impress with your customer service manager work experience:, best practices for your work experience section:.

• Highlight key achievements - Customer Service Managers should use their job history to showcase how their contributions have improved customer service, generated revenue, and impacted the customer experience.
• Demonstrate key skills - Customer Service Managers should emphasize their abilities to communicate effectively, handle customer requests in a timely manner, resolve customer concerns and provide excellent customer service.
• List awards and recognitions - List any awards, recognitions or commendations that you have received during your career as a Customer Service Manager, as this will demonstrate your success and commitment to excellence.
• Use language that appeals to employers - Use industry-specific words and buzzwords that are applicable to customer service, such as sales, customer service, problem-solving, customer satisfaction, customer retention, customer onboarding, customer experience, and customer loyalty.
• Tailor your experiences to the role - To be the most convincing and attractive, tailor the experience section of your resume to the specific position you are applying for. Pay close attention to the job description and include details that directly apply to the position.
• Demonstrate your knowledge - Make sure to mention any certifications, courses, and/or seminars you’ve taken as a Customer Service Manager in order to showcase your knowledge base and any new skills you may have acquired.
• Quantify your accomplishments - Whenever possible, use facts, figures, and statistics to quantify your successes as a Customer Service Manager. Summarize your achievements to give the potential hiring manager a clear picture of the results you have obtained in your current and past positions.
• Stay up-to-date with trends - To stand out among other Customer Service Managers, stay on top of the most recent trends, tools, and technologies in the customer service industry. Knowing these advancements offers you a competitive edge and proves you are up-to-date with the current times.

Example Work Experiences for Customer Service Managers:

Strong experiences.

Managed a team of 10 customer service representatives, resulting in a 15% decrease in customer complaints over a 6-month period.

Developed and implemented a customer service training program, leading to a 20% improvement in customer satisfaction.

Organized and participated in promotional events, resulting in a 10% increase in sales.

Developed and maintained a customer service system, resulting in a 10% decrease in response times over a 3-month period.

Created and managed a customer service database, leading to a 5% reduction in customer service costs.

Organized and coordinated promotional activities, resulting in a 5% increase in customer engagement.

• These examples demonstrate the customer service manager’s ability to decrease customer complaints, improve customer satisfaction, increase sales, reduce response times, reduce costs, and increase customer engagement. The metrics included in each example illustrate the impact that the individual had in their role.

Weak Experiences

Managed a team of customer service representatives.

Developed and implemented a customer service training program.

Organized promotional activities.

Developed and maintained a customer service system.

Created and managed a customer service database.

Participated in promotional events.

• These examples do not provide any metrics or explain the impact that the individual had in their role. The duties listed are also too general and do not explain the individual’s accomplishments.

Top Skills & Keywords for Customer Service Manager Resumes:

Top hard & soft skills for customer service managers, hard skills.

• Decision Making

Soft Skills

• Organization

Go Above & Beyond with a Customer Service Manager Cover Letter

Customer service manager cover letter example: (based on resume).

Dear Hiring Manager, I am writing to express my keen interest in the Customer Service Manager position at [Company Name]. As an experienced customer service manager with a proven track record in managing teams and improving customer satisfaction ratings, I am confident in my ability to make a valuable contribution to your company. In my previous role, I managed a team of customer service representatives, resulting in a 20% increase in customer satisfaction ratings. I achieved this by developing and implementing new customer service policies and procedures, which led to a 15% reduction in customer complaints. Furthermore, I collaborated with cross-functional teams to deliver projects and initiatives on-time and on-budget, which resulted in a 15% increase in departmental productivity. As a strong believer in quality work and attention to detail, I also demonstrated my ability to deliver results in the usual projects that an individual would be assigned at this level. My experience in managing teams and providing support to senior customer service managers has also had a positive impact on the company's overall performance. I am confident that my skills and experience would enable me to effectively manage your customer service team and improve customer satisfaction ratings for [Company Name]. I am excited about the opportunity to contribute my expertise to your organization and would welcome the opportunity to discuss further how I can make a valuable contribution to your team. ‍

Thank you for your consideration. Sincerely, [Your Name]

A cover letter is a valuable tool for any job seeker, and this is especially true for customer service managers. Customer service management is a highly competitive field, and a cover letter can help you stand out from other applicants. It can showcase your communication skills, highlight your relevant experience, and demonstrate your enthusiasm for the position.

While a resume provides a summary of your skills and experience, a cover letter allows you to personalize your application and connect with the hiring manager on a deeper level. It's an opportunity to tell your story, explain why you're passionate about customer service management, and show how you can add value to the organization.

Here are some of the key reasons for pairing your customer service manager resume with a cover letter:

• It demonstrates your communication skills: As a customer service manager, communication is key. Your cover letter provides an opportunity to showcase your ability to write clearly and concisely, and to convey your ideas effectively.
• It shows your enthusiasm for the position: A well-written cover letter can demonstrate your passion for the role and the organization. This can make a big difference in the hiring manager's decision-making process.
• It highlights your relevant experience: Your cover letter allows you to explain how your skills and experience align with the requirements of the job. This can help the hiring manager understand why you're a good fit for the role.
• It sets you apart from other applicants: A well-crafted cover letter can help you stand out from other applicants who may have similar experience and qualifications.

We understand that writing a cover letter may seem daunting, but it doesn't have to be. Remember that the cover letter is an extension of your resume, so you can use the same format and content as your resume. It's also a chance to address any gaps or questions that the hiring manager may have after reading your resume.

Tips for aligning your cover letter with your resume:

• Use the same header as your resume: This will help the hiring manager identify your application as a complete package.
• Align the content of your cover letter with the requirements of the job: Use the job description as a guide to highlight your relevant skills and experience.
• Use keywords from the job posting: Incorporate relevant keywords from the job posting to help your application get past applicant tracking systems (ATS).
• Keep your cover letter concise and focused: Aim for one page and avoid repeating information from your resume.
• Proofread carefully: Errors in your cover letter can undermine your credibility, so make sure to proofread carefully before submitting your application.

Resume FAQs for Customer Service Managers:

How long should i make my customer service manager resume.

The ideal length for a Customer Service Managers resume is 1-2 pages. This allows you to showcase your professional experience and qualifications, while still keeping the document concise and focused on the key points. However, if you have many years of experience, more than two pages can be acceptable as long as you focus on the most recent and most relevant information. Avoiding filler words, information, and irrelevant duties can also help you to keep your resume on the shorter side.

What is the best way to format a Customer Service Manager resume?

When crafting a Customer Service Manager resume, it is important to clearly present your qualifications and experiences in a professional way. Include your most relevant accomplishments and skills upfront in the resume to grab the attention of the reader. Use bulleted lists to break up information into organized chunks, and make sure to use industry-specific words and phrases wherever appropriate to indicate your knowledge of the field. Lastly, use a simple, clear font to ensure that the content can be easily read and understood.

Which Customer Service Manager skills are most important to highlight in a resume?

Customer Service Managers should always be sure to include hard skills related to customer service, communication, time management, and problem solving in their resumes. Specifically, these professionals should highlight that they have expertise in customer service issues resolution, multi-channel customer service (phone, email, etc.), sales, customer dispute management, conflict resolution, call center operations, customer surveys, customer feedback, and maintaining customer relationships. In addition, Customer Service Managers should strive to include technical skills such as proficiency in Microsoft Office suite (Word, Excel, PowerPoint, and Outlook), CRM systems such as Salesforce and Zoho, data analytics, project management software such as Asana, Jira, and Trello, customer support software such as Zendesk and Helpshift, and any other software related to customer service management. It is also beneficial to include a variety of soft skills such as demonstrated aptitude in starting and managing customer service operations, customer orientation, effective communication, customer loyalty, adaptability, empathy and sympathy, negotiation, problem-solving, multitasking, and attention to detail. By carefully selecting the hard and soft skills that suit their customer service management experience, Customer Service Managers should be able to create an effective resume.

How should you write a resume if you have no experience as a Customer Service Manager?

If you have no experience as a Customer Service Manager, focus on the key competencies and skills the job requires. Aim to highlight the skills you do have that can be translated to the role, such as excellent communication, problem-solving, and customer service (if applicable). Be sure to include details such as coursework, internships, and volunteer work that demonstrate your commitment and drive to work in customer service management. Make sure to keep your resume concise and to the point, and position yourself for success as a Customer Service Manager.

Compare Your Customer Service Manager Resume to a Job Description:

See how your Customer Service Manager resume compares to the job description of the role you're applying for. Our free Resume and Job Description Match tool will analyze and score your resume based on how well it aligns with the position. Here's how you can use the comparison tool to improve your Customer Service Manager resume, and increase your chances of landing the interview:

• Identify opportunities to further tailor your resume to the Customer Service Manager job
• Improve your keyword usage to align your experience and skills with the position
• Uncover and address potential gaps in your resume that may be important to the hiring manager

Complete the steps below to generate your free resume analysis.

Related Resumes for Customer Service Managers:

Beginner level customer service resume example, customer care manager resume example, customer service associate resume example, customer service coordinator resume example, customer service executive resume example, customer service intern resume example, customer service lead resume example, customer service relations resume example, customer service representative resume example, customer service specialist resume example, customer support specialist resume example, entry level customer service resume example, remote customer service resume example, senior customer service manager resume example, customer service manager resume example, amazon customer service resume example, retail customer service resume example, more resume guidance:.

• • Managed a portfolio of 150+ commercial clients, ensuring effective coverage and premium optimization leading to a 95% client retention rate.
• • Negotiated policy terms with insurers, achieving an average of 10% cost savings for clients, which totaled over $2M in savings last year.
• • Implemented an automated renewal system that reduced processing time by 30%, enabling the servicing of additional clients without compromising quality.
• • Oversaw a team of 5 service associates, providing training on policy details and customer service best practices, resulting in a 25% increase in overall team efficiency.
• • Collaborated on cross-departmental projects to integrate risk management services with insurance offerings, enhancing the value proposition to high-profile clients.
• • Led the strategic shift to a data-driven policy review process, improving accuracy in coverage assessments and mitigating client risks more effectively.
• • Analyzed and assessed the risk profiles of business clients requiring complex insurance solutions, contributing to a departmental increase in revenue of 15%.
• • Customized insurance programs for over 100 mid-sized enterprises across various industries to meet their specific risk exposures.
• • Worked closely with actuaries to adjust premium scales based on emerging trends in claims data, enhancing profitability by 8%.
• • Conducted in-depth market research to remain current on industry standards and competitor offerings, ensuring AIG's competitive advantage.
• • Introduced a streamlined application process for clients, which reduced application errors by 40%.
• • Provided risk assessment services and insurance solution advice to a diverse client base, improving their risk profiles substantially.
• • Successfully onboarded and trained 20+ new clients on risk management best practices, leading to enhanced long-term business relationships.
• • Developed risk mitigation strategies that were adopted company-wide, decreasing client incidents by 15%.
• • Facilitated workshops on emerging risks in the industry that were attended by over 500 corporate clients.

10 Client Service Manager Resume Examples & Guide for 2024

The role of a client service manager involves ensuring client satisfaction, managing relationships, and overseeing service delivery to meet clients' needs. Highlight experiences in client relationship management, project coordination, and problem-solving on your resume. Include abilities such as effective communication, conflict resolution, and strong organizational skills. Mention achievements like improving client retention rates and successfully implementing feedback systems that demonstrate your impact on business outcomes.

All resume examples in this guide

Single Column

Resume Guide

Resume Format Tips

Resume Experience

Skills on Resume

Education & Certifications

Resume Summary Tips

Additional Resume Sections

Key Takeaways

As a client service manager, articulating your unique mix of customer interaction, problem-solving, and leadership skills in a concise, impactful manner on your resume can be a significant challenge. Our guide provides clear frameworks and powerful language choices to ensure your resume showcases your expertise and stands out to prospective employers.

• Client service manager resumes that are tailored to the role are more likely to catch recruiters' attention.
• Most sought-out client service manager skills that should make your resume.
• Styling the layout of your professional resume: take a page from client service manager resume examples.

How to write about your client service manager achievements in various resume sections (e.g. summary, experience, and education).

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How to style your client service manager resume: layout and format

• Reverse-chronological resume format to highlight your experience;
• Functional skill-based resume format if you have less experience and want to focus on skills;
• Hybrid resume format to guide recruiters through both your experience and skills.
• Make sure your headline is simple and includes the job you're applying for or your current role, an abbreviation of a certificate you have, or even your professional area of interest;
• Always tailor your client service manager resume to the role you're applying for by matching job requirements to your experience via different resume sections;
• Once you've created your resume, download it in PDF (unless otherwise specified). This is to ensure readability and that the layout remains fixed.

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List your educational qualifications and certifications in reverse chronological order.

Recruiters' preferred client service manager resume sections:

• A header with relevant contact information and headline, listing your current job title
• A resume summary or objective pinpointing what is most impressive about your expertise (that aligns with the role)
• An experience section highlighting the specifics of your responsibilities and achievements
• A skills sidebar to intertwine job advert keywords with your unique talents
• An education and certifications sections to serve as further accreditation to your professional experience

What recruiters want to see on your resume:

• Demonstrated ability to build and maintain strong relationships with clients
• Proven experience in managing and resolving complex client issues
• Expertise in account management and growth strategies
• Strong communication and interpersonal skills for effective client interaction
• Metrics-driven approach to service delivery and client satisfaction measurements

The experience section or the essence of your professional client service manager resume

Recruiters always have and always will appreciate well-written client service manager resume experience sections.

The experience section is perhaps the most crucial element of your professional presentation, as it needs to answer job requirements while showcasing your technical expertise and personality.

Create your best resume experience section yet by:

• Selecting only relevant experience items to the role you're applying for;
• Always ensure you've listed a metric to quantify your success alongside each experience item;
• Create a narrative that showcases your client service manager career succession: this goes to show the time and effort you've invested in the field to build your experience from the ground up;
• Within each experience bullet, consider a problem you've solved, the skills you've used, and the bigger impact this has made in the organization.

Take a look at how other real-life professionals have curated their experience with the client service manager samples below:

• Cultivated strong, enduring relationships with key client stakeholders at Fortune 500 companies, contributing to a 25% year-over-year growth in account revenue.
• Led a team of 12 client service associates, providing strategic direction and mentoring, which increased team performance metrics by 40%.
• Developed and implemented client service protocols leveraging CRM software, resulting in a 50% reduction in response time and a 30% increase in customer satisfaction scores.
• Pioneered a client feedback system that directly influenced the creation of 3 new premium services, boosting client retention by 15%.
• Managed a portfolio of 30+ high-value clients, consistently achieving a 95% satisfaction rate through proactive communication and problem resolution.
• Negotiated and renewed contracts with a 90% success rate, representing over $2M in secured annual revenue.
• Orchestrated the onboarding of 200+ new clients, including training and resource allocation, ensuring a seamless adoption of services.
• Identified upsell opportunities within the existing client base, resulting in additional revenue of $500K for the fiscal year 2016.
• Coordinated with cross-functional teams to resolve complex client issues, leading to a 20% reduction in critical escalations.
• Executed a targeted communication strategy which facilitated a 10% increase in client engagement for our digital marketing services.
• Improved reporting efficiency through data analysis and visualization tools, slicing client delivery time by 30%.
• Championed a quality assurance initiative that enhanced service delivery accuracy by 98%.
• Played a pivotal role in the development of a digital client portal, enhancing self-service capabilities and cutting down client service inquiries by 25%.
• Supervised and trained a diverse team of 8 client service representatives, fostering an environment of continuous improvement and learning.
• Mediated and resolved high-priority disputes for strategic clients, preserving relationships that accounted for 20% of the firm’s annual revenue.
• Introduced a new client reporting system that reduced errors and improved the clarity of communications, leading to an uptick in client trust.
• Managed the logistical aspects of client workshops and industry events, contributing to a 35% increase in client engagement.
• Assisted with the seamless integration of two key service lines which broadened the firm's market share and client offerings.
• Directed strategic planning for major account management, driving an annual increase of 20% in client retention across strategic accounts.
• Spearheaded a cross-departmental initiative to refine the client reporting process, which directly enhanced decision-making for senior leadership.
• Oversaw the digital transformation of client service operations, incorporating AI to analyze client queries, which improved operational efficiency by 25%.
• Revitalized under-performing accounts by designing and executing a personalized client engagement strategy, reversing a negative growth trend into a 10% uplift.
• Collaborated with product development teams to align offerings with client needs, resulting in the successful launch of 4 new products.
• Streamlined the client feedback process, which expedited the collection and implementation of feedback and drove a 15% improvement in product satisfaction.
• Initiated and cultivated strategic partnerships with industry influencers, expanding market presence and leading to a 30% increase in qualified leads.
• Delivered quarterly business reviews that provided clients with insights into their ROI, securing a renewal rate of 93%.
• Conceived and implemented a customer loyalty program that rewarded long-term engagement, effectively reducing churn by 18%.
• Led the digital transformation initiative for the client services department, aligning with global trends and optimizing service delivery processes.
• Actively contributed to business development efforts through client advocacy and evidence-based success stories, contributing to a $1M growth in client base.
• Implemented a comprehensive training program for Client Services staff, enhancing team capabilities and leading to a 35% increase in cross-sales.

Quantifying impact on your resume

• Highlight the percentage increase in client satisfaction scores due to specific initiatives you implemented.
• Quantify the number of client accounts you successfully managed or grew over a certain time period.
• Document the exact reduction in client churn or turnover achieved through your customer service improvements.
• Showcase the dollar value of contracts renewed or upsells you secured through your client management strategies.
• Detail the number of cross-functional teams you led to enhance overall client service delivery.
• Measure the efficiency gains in client service processes by the percentage of time or cost savings realized.
• Specify the volume of client inquiries or issues resolved daily or monthly to demonstrate your workload capacity.
• Report the scale of customer satisfaction projects or initiatives you spearheaded, including the number of clients affected.

Action verbs for your client service manager resume

Four quick steps for candidates with no resume experience

Those with less or no relevant experience could also make a good impression on recruiters by:

• Taking the time to actually understand what matters most to the role and featuring this within key sections of their resume
• Investing resume space into defining what makes them a valuable candidate with transferrable skills and personality
• Using the resume objective to showcase their personal vision for growth within the company
• Heavily featuring their technical alignment with relevant certifications, education, and skills.

Remember that your resume is about aligning your profile to that of the ideal candidate.

The more prominently you can demonstrate how you answer job requirements, the more likely you'd be called in for an interview.

Recommended reads:

• When You Should (And Not) Add Dean's List On Your Resume
• How To Include Your Relevant Coursework On A Resume

If the certificate you've obtained is especially vital for the industry or company, include it as part of your name within the resume headline.

The right balance between hard skills and soft skills for your client service manager resume

Wondering what the perfect client service manager resume looks like? The candidate's profile meets job requirements by balancing both hard skills and soft skills across their resume.

• Hard skills are all the technologies you're apt at using . Prove you have the right technical background by listing key industry hardware/software in your client service manager resume skills section and noteworthy certifications.
• Soft skills are both your personal, mindset, communication, analytical, and problem-solving talents . Use your client service manager resume achievements section to show how you've used a particular soft skill to reach a tangible outcome.

When writing about your unique skill set, always make sure to refer back to the job advert to see what are the key requirements. This ensures you've tailored your resume so that it matches closer to what the ideal candidate profile is.

Top skills for your client service manager resume:

CRM Software (e.g., Salesforce, HubSpot)

Data Analysis Tools (e.g., Excel, Tableau)

Project Management Software (e.g., Asana, Trello)

Customer Support Platforms (e.g., Zendesk, Freshdesk)

Email Marketing Tools (e.g., Mailchimp, Constant Contact)

Social Media Management Tools (e.g., Hootsuite, Buffer)

Reporting and Analytics Tools

Web Conferencing Software (e.g., Zoom, Microsoft Teams)

Content Management Systems (CMS)

Database Management Systems

Communication Skills

Problem-Solving

Time Management

Negotiation Skills

Adaptability

Team Collaboration

Conflict Resolution

Customer-Centric Mindset

Highlight any significant extracurricular activities that demonstrate valuable skills or leadership.

The basics of your client service manager resume certifications and education sections

Improve the education and certification sections of your client service manager resume by:

• Dedicating more prominent space to certificates that are more recent and have helped you update your skill set
• Keeping all the information you list to the basics: certificate/degree name, institution, and graduation dates
• Writing supplementary information in the details of your certification or education section, only if you lack experience or want to show further skill alignment
• Including your credential or license number, only if the information is valid to your application or certification

Within client service manager job adverts, relevant education, and certification are always listed within the key prerequisite for the role.

Ensure you meet all job requirements with some of the leading certificates in the industry:

The top 5 certifications for your client service manager resume:

• Certified Customer Service Manager (CCSM) - International Business Training Association (IBTA)
• Certified Customer Experience Professional (CCXP) - Customer Experience Professionals Association (CXPA)
• Professional Certified Marketer (PCM) in Marketing Management - American Marketing Association (AMA)
• Certified Client Services Professional (CCSP) - The Professional Association for Customer Engagement (PACE)
• Certified Customer Service Specialist (CCSS) - HDI

Showcase any ongoing or recent educational efforts to stay updated in your field.

• How to List Continuing Education on Your Resume
• How to List Expected Graduation Date on Your Resume

Writing the client service manager resume summary or objective: achievements, keywords, dreams, and more

Deciding on whether to include a resume summary or resume objective should entirely depend on your career situation.

If you have:

• Plenty of relevant achievements you'd like to bring recruiters' focus to, make use of the resume summary. Ensure each of your achievements is quantified with concrete proof (e.g. % of cases solved).
• Less applicable experience, utilize the resume objective. Within the objective include a few noteworthy, past successes, followed up by your professional dreams.

As a bonus, you could define in either your client service manager resume summary or objective what makes you the perfect candidate for the role.

Think about your unique hard and soft skills that would make your expertise even more important to the job.

These client service manager professionals have completely covered the formula for the ideal resume introduction:

Resume summaries for a client service manager job

• With over 10 years of dedicated experience in client relationship management within the financial sector, skilled in strategic planning, CRM software, and cross-functional team leadership, I excelled in boosting client retention rates by 35% at my previous job at a prominent investment firm in New York.
• Dynamic client service manager with 7 years at the forefront of the tech industry, specializing in user experience optimization and advanced data analysis techniques, having steered projects that resulted in a 50% increase in customer satisfaction for a leading SaaS provider in Silicon Valley.
• Transitioning from a decade-long career in hospitality management to client services, I bring forth a robust skill set in conflict resolution, customer journey mapping, and process optimization, aiming to transfer my expertise in curating exceptional guest experiences to a customer-centric role in a fast-paced corporate environment.
• Former military officer pivoting into client services with unparalleled discipline and problem-solving capabilities, adept at operations management and team coordination, eager to apply the rigorous attention to detail cultivated during years of service to enhancing client satisfaction in a corporate setting.
• As a recent business administration graduate, I am eager to apply my academic knowledge of market analysis and customer relationship theories, along with newly developed technical skills in CRM systems, to deliver high-quality client service solutions.
• Seeking to embark on a career in client services, leveraging my freshly acquired degree in communications and internships involving customer interaction and support, I aspire to develop and execute innovative client service strategies that contribute substantially to customer engagement and company growth.

Extra sections to include in your client service manager resume

What should you do if you happen to have some space left on your resume, and want to highlight other aspects of your profile that you deem are relevant to the role? Add to your client service manager resume some of these personal and professional sections:

• Passions/Interests - to detail how you spend both your personal and professional time, invested in various hobbies;
• Awards - to present those niche accolades that make your experience unique;
• Publications - an excellent choice for professionals, who have just graduated from university or are used to a more academic setting;
• Volunteering - your footprint within your local (or national/international) community.

Key takeaways

• Your client service manager resume is formatted professionally and creates an easy-to-read (and -understand) experience for recruiters;
• You have included all pertinent sections (header, summary/objective, experience, skills, certifications) within your client service manager resume;
• Instead of just listing your responsibilities, you've qualified them with skills and the results of your actions;
• Within your client service manager resume, you've taken the time to align specific job requirements with your unique expertise, showcasing the value you can provide as a professional;
• Technologies and personal skills are featured across different sections of your client service manager resume to achieve the perfect balance.

Looking to build your own Client Service Manager resume?

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Customer Service Manager Resume Examples and Templates for 2024

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• Resume Text Examples

How To Write a Customer Service Manager Resume

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Customer Service Manager Text-Only Resume Templates and Examples

John Bergsen (123) 456-7890 [email protected] LinkedIn | Portfolio Philadelphia, PA 12345

A dynamic customer service manager with six years of professional experience specializing in client relations, operations management, and cross-functional leadership. A strong history of building and developing high-performance teams to enhance client satisfaction and drive customer loyalty.

Professional Experience

Customer Service Manager, United Airlines, Philadelphia, PA October 2018 – present

• Manage a 30-person customer service team for the United Airlines sector of the Philadelphia Airport, serve as the escalation point for customer issues, and provide coaching and training to drive customer success
• Develop and implement new training programs and scripts and establish client relations best practices, resulting in a 15% increase in monthly satisfaction scores
• Coordinate cross-functionally with five airline departments to resolve escalated issues and improve operational workflows

Customer Service Specialist, American Airlines, Philadelphia, PA June 2017 – October 2018

• Delivered high-quality customer service to 20 to 40 passengers per day, communicated with empathy and patience, and achieved a 94.7% customer satisfaction rating
• Coordinated with the customer service manager to identify opportunities to enhance service delivery, resulting in a 5% reduction in customer wait times
• Client relations
• Cross-functional leadership
• Customer service
• Process improvement
• Team management

Certifications

Certified Customer Service Manager (CCSM), 2017

Bachelor of Business Administration (B.B.A) Temple University, Philadelphia, PA September 2013 – June 2017

Skyler Thompson (123) 456-7890 [email protected] LinkedIn | Portfolio Nashville, TN 12345

A results-oriented customer service manager with eight years of experience building and leading diverse customer care teams for health care organizations. A proven track record of implementing innovative training programs to enhance the customer experience.

Customer Service Manager, Aikens Medical Device Co., Nashville, TN December 2017 – present

• Oversee a 10-person customer care team for a $5 million medical device company, manage daily operations, and identify opportunities to improve the customer experience
• Coordinate with the sales team to resolve escalated customer issues, ensure satisfaction, and build long-term relationships, contributing to a 20% increase in client retention
• Lead the development and implementation of new customer service policies, SOPs, and quality standards, resulting in a 10% increase in customer satisfaction metrics

Customer Service Manager, Sunrise Medical, Nashville, TN June 2015 – December 2017

• Led a 25-person call center team for a health care provider with over 15,000 registered patients, established a work culture centered on accountability and empowerment, and successfully improved monthly patient satisfaction from 72% to 89% in 2017
• Created a new customer service script and delivered remedial training to enhance team performance, resulting in a 45-second reduction in average call times
• Continuous improvement
• Operations management
• Relationship building
• Staff development

Bachelor of Business Administration (B.B.A) University of Tennessee,Knoxville, TN September 2011 – June 2015

• Certified Professional in Customer Relationship Management (CPCRM), 2017
• Certified Customer Service Manager (CCSM), AIBMC, 2015

Hideo Araki (123) 456-7890 [email protected] LinkedIn | Portfolio Miami, FL 12345

A customer service manager with over 10 years of experience, specializing in customer care, program management, and continuous improvement. A strong history of building dynamic customer service teams to deliver elite service to client businesses. Adept at identifying opportunities to streamline processes and achieve operational excellence.

Customer Service Manager, Cohen HVAC Inc., Miami, FL July 2016 – present

• Build, manage, and develop a customer service department with over 25 personnel, interface with client accounts ranging from $100,000 to $350,000, and establish relationships
• Develop processes and procedures to support sales enablement and ensure smooth hand-off throughout all phases of service delivery, resulting in a 90% retention rate
• Coordinate with senior leadership and stakeholders to resolve service issues for an at-risk client account generating over $250,000 in annual revenue

Customer Service Manager, Cadence Insurance Inc., Miami, FL June 2013 – July 2016

• Oversaw all aspects of client services for a business insurance provider, managed a team of over 20 customer service representatives and customer care specialists, and led initiatives to improve service delivery
• Established a culture of continuous improvement and collaboration and created new customer care standards to improve client satisfaction and retention
• Account management
• Client services
• Program management

Bachelor of Business Administration (B.B.A) University of Florida , Gainesville, FL September 2009 – June 2013

• Six Sigma Black Belt Certification, 2017
• Certified Customer Experience Professional (CCXP), AIBMC 2016

To create an impactful customer service manager resume , highlight your strongest accomplishments from throughout your career. Hiring managers want proven leaders who can build successful teams and interface effectively with diverse customers and clients. Provide tangible examples of these skill sets on your resume.

As a customer service manager, it’s also important to highlight your industry expertise. Without a thorough understanding of a product, service, or field, you can’t effectively train customer service teams or identify solutions to client issues. Throughout this guide, we’ll provide valuable insights to help translate your career experience into a results-driven resume.

1. Summarize your customer service manager qualifications in a dynamic profile

The summary at the top of your resume sets the tone for your entire document, as this is your opportunity to make a positive first impression on the hiring manager. Start by listing your job title, years of experience, and three to four specializations that align with the job posting. The goal is to create an engaging snapshot of your career and personal brand, which can help differentiate you from the competition during the job search.

Professional Profile - Example #1

A customer service manager with over 10 years of experience specializing in customer care, program management, and continuous improvement. A strong history of building dynamic customer service teams to deliver elite service to client businesses. Adept at identifying opportunities to streamline processes and achieve operational excellence.

Professional Profile - Example #2

2. add a compelling section featuring your customer service manager experience.

Accomplishments are what separates a generic document from a results-driven resume. Many job seekers make the mistake of listing mundane job duties rather than professional achievements. As you craft your bullet points, focus on the value you generated for your teams, clients, and organizations throughout your career. This is what hiring managers want to see in their candidates, not just generic job descriptions and responsibilities.

Professional Experience - Example #1

• Lead the development and implementation of new customer service policies, standard operating procedure (SOPs), and quality standards, resulting in a 10% increase in customer satisfaction metrics

Professional Experience - Example #2

Customer Service Manager, United Airlines, Philadelphia, PA October 2017 – present

3. Include education and certifications relevant to customer service managers

In addition to your education, consider obtaining certifications to bolster your job application. There are numerous customer service certifications you can pursue, such as the Certified Customer Success Manager (CCSM) and Certified Professional in Customer Relationship Management (CPCRM). You can also consider obtaining a leadership certification or a credential that’s specific to your field. This will show prospective employers you’ve continued to expand your industry knowledge and expertise.

• [Degree Name]
• [School Name], [City, State Abbreviation] [Dates Enrolled]
• Bachelor of Business Administration (B.B.A)
• University of Tennessee, Knoxville, TN September 2011 – June 2015
• [Certification Name], [Awarding Organization], [Completion Year]

4. List customer service manager-related skills and proficiencies

Most organizations rely on Applicant Tracking Systems (ATS) to identify qualified candidates for job openings. If your resume lacks a certain number of keywords, your application may be rejected by the ATS before it reaches the hiring manager. To mitigate this risk, incorporate key terms from the job description into your profile, professional experience, and skills sections. Below, you’ll find a list of keywords you may encounter while pursuing customer service manager positions:

How To Pick the Best Customer Service Manager Resume Template

Selecting the ideal template can be challenging for many job seekers. With such a variety of options available, finding the right fit for your personal brand is often challenging. Although it’s usually best to select a straightforward format that uses minimal color and avoids bulky graphics, it’s best not to stress over your template. Remember your achievements and qualifications will always be the determining factor in whether or not companies decide to hire you.

Frequently Asked Questions: Customer Service Manager Resume Examples and Advice

What are common action verbs for customer service manager resumes -.

It’s easy to run short on action verbs during the resume-building process. Often, only a limited number of words convey your professional experience accurately. That being said, it’s important to differentiate your usage of verbs, as your bullet points may begin to seem repetitive to hiring managers. We’ve compiled a list of verbs to keep your content fresh and compelling:

How do you align your resume with a job description? -

According to the Bureau of Labor Statistics , management occupations are expected to grow 8% between 2021 and 2031. Many of these job openings will be in customer service. Although companies are always looking for experienced management professionals, you’ll still need to carefully align your resume with the job description to maximize your chances of success.

For example, if you’re pursuing a role that involves frequent collaboration with the sales department, showcase your cross-functional leadership experience. If an organization is seeking a manager who excels in staff development, you’d highlight examples of you building teams and providing training to enhance performance. By tailoring your resume to the job description, you’ll significantly increase your odds of landing the interview.

What is the best customer service manager resume format? -

Customer service manager resumes should always use a reverse chronological format. This ensures that your most recent and relevant experience is featured towards the top of your document. Functional resumes are not recommended for these types of positions, as a skill-based resume won’t allow you to provide tangible examples of your customer service and leadership experience.

When you finish your resume, don’t forget to write a matching cover letter. This allows you to showcase aspects of your experience that wouldn’t normally fit on the resume. It’s especially important to mention something specific about the company’s reputation or culture in the middle paragraphs, as this will show hiring managers that you’ve done your research beforehand. For more information, view our customer success manager cover letter guide.

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Frank Hackett

Certified Professional Resume Writer (CPRW)

Frank Hackett is a professional resume writer and career consultant with over eight years of experience. As the lead editor at a boutique career consulting firm, Frank developed an innovative approach to resume writing that empowers job seekers to tell their professional stories. His approach involves creating accomplishment-driven documents that balance keyword optimization with personal branding. Frank is a Certified Professional Resume Writer (CPRW) with the Professional Association of Resume Writers and Career Coaches (PAWRCC).

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Customer Service Manager Resume: Sample & Job Description

When it comes to the job of a customer service manager, it is essential to have a comprehensive set of skills to deliver exceptional service experiences to customers. To achieve this feat, a customer service manager needs to be an expert in communication, problem-solving, leadership, and so on. In short, a customer service manager is responsible for managing a team of professionals who interact with customers daily to offer products or services, ultimately ensuring clients are happy and satisfied.

An effective customer service manager resume is critical to landing this job. This document should demonstrate your experience, accomplishments, and qualifications in a way that highlights your potential as a customer service manager. The importance of having an effective customer service manager resume cannot be overstated, as this is the first impression a potential employer will have of you.

In the following sections, we will examine the components of an effective customer service manager resume, examine what employers are looking for, provide examples, and define the job description of a customer service manager.

Customer Service Manager Job Description

The job of a Customer Service Manager is to oversee a team of customer service representatives who provide assistance and support to customers. The role is crucial in ensuring that the customers are satisfied with the company’s services and products.

Roles and Responsibilities of a Customer Service Manager

The following are some of the key roles and responsibilities of a Customer Service Manager:

• Leading and managing a team of customer service representatives, ensuring that they provide excellent customer service to customers
• Developing and implementing customer service policies and procedures that align with the company’s goals and objectives
• Handling customer complaints, managing customer inquiries, and ensuring timely and effective resolution of customer issues
• Monitoring team performance, identifying areas for improvement, and providing feedback and coaching to team members
• Collaborating with other departments (such as Sales and Marketing) to ensure a seamless and positive customer experience
• Collecting and analyzing customer feedback, and using the insights to improve customer service processes and strategies
• Managing and maintaining customer databases, ensuring that customer information is accurate and up-to-date
• Developing and managing budgets for the customer service department, ensuring that resources are allocated effectively

Skills and Qualifications required for a Customer Service Manager Job

To be successful in a Customer Service Manager role, the following skills and qualifications are required:

• Strong leadership skills, with the ability to motivate and inspire a team to deliver excellent results.
• Excellent communication skills, both verbal and written, with the ability to articulate complex information clearly and concisely.
• A customer-focused mindset, with the ability to understand and empathize with customer needs and concerns.
• Strong problem-solving skills, with the ability to analyze data, identify patterns, and develop effective solutions.
• Excellent organizational skills, with the ability to manage multiple tasks and projects simultaneously.
• Proficiency in customer service software and CRM systems.
• A Bachelor’s degree in Business Administration, Communications, or a related field is preferred.
• Prior experience in a customer service management role is highly desirable.

The role of a Customer Service Manager is critical to the success of any business. It requires strong leadership skills, excellent communication, and problem-solving skills, as well as the ability to understand and empathize with customer needs, to ensure that customers are satisfied with the company’s products and services.

Understanding the Resume Format and Design for Customer Service Manager

When it comes to landing a position as a Customer Service Manager, presenting a well-designed resume is crucial. Your resume is your first impression to a potential employer and your chance to showcase your skills and achievements. A poorly designed resume can lead to missed opportunities, while a well-crafted one can help you stand out to hiring managers.

Importance of a Well-Designed Resume for a Customer Service Manager

A Customer Service Manager works in a role that requires excellent communication skills, problem-solving ability, and customer service expertise. These skills should be reflected in your resume. A well-designed resume can help you communicate these skills effectively.

A well-designed resume helps you to:

Showcase your skills and achievements – A well-designed resume can help to make your skills and achievements stand out.

Make a great first impression – A well-designed resume can impress hiring managers and keep them interested in your application.

Stand out in a crowded job market – A well-designed resume can help you to attract attention among a sea of other applicants.

Standard Format for Creating a Customer Service Manager Resume

Creating a standard format for a Customer Service Manager resume can help to make sure that you are presenting the right information, in the best way possible. Here is a standard format for creating a Resume for a Customer Service Manager:

The header should include your name, address, phone number, and email address. This information should be clearly visible and easily readable.

A summary section should provide a brief overview of your professional background, skills, and achievements. Keep it to two to three sentences.

List your relevant skills such as communication, problem-solving, customer service for Customer Service Manager

• Work Experience

The work experience section lists your previous employment, job title, dates of employment, and key achievements. Use bullet points to highlight your achievements.

The education section lists your highest degree, the institution, and degree subject and the date you graduated.

• Certifications

List relevant certifications you have earned that are important to the customer service industry.

By following these standard format guidelines, you can create a resume that will showcase your skills and achievements in the best light possible. With a great resume, you will be well on your way to landing your dream job as a Customer Service Manager.

Resume Summary for Customer Service Manager

In the highly competitive job market, having a powerful and impressive resume summary is a must-have for all job seekers, including customer service managers. The resume summary is a brief and concise statement that highlights your relevant skills, experiences, accomplishments, and qualities, which demonstrate your suitability for the job. It is a vital section that recruiters and hiring managers often look at first and use it to determine if your application is worth considering or not. Therefore, a well-crafted resume summary can make a significant difference in your job search.

A good resume summary for a customer service manager should be straightforward, clear, and persuasive. It should mention your years of experience in providing exceptional customer service, managing teams, and achieving business goals. It should also highlight your skills in communication, problem-solving, conflict resolution, and leadership, as these are critical for success in this role. Moreover, incorporating specific metrics and achievements can enhance your resume summary and make it more compelling.

Here are some examples of good resume summaries for a customer service manager:

A results-driven and customer-focused customer service manager with 10+ years of experience in leading high-performing teams and improving customer satisfaction. Expertise in analyzing customer data, identifying trends, and implementing effective solutions that enhance the customer experience. Proven track record of exceeding sales targets while reducing costs and increasing operational efficiency.

A strategic and collaborative customer service manager with 8+ years of experience in managing diverse teams and improving customer retention. Proficient in developing and implementing customer service policies, procedures, and training programs that align with the company’s mission and values. Skilled in performance management, coaching, and mentoring team members to achieve their full potential.

A dynamic and adaptable customer service manager with 12+ years of experience in managing global teams and delivering exceptional customer service across various industries. Extensive knowledge of customer service technologies, including CRM software, chatbots, and social media platforms. Proven ability to lead cross-functional teams, optimize processes, and exceed customer expectations.

Your resume summary for a customer service manager should capture your skills, experiences, and achievements in a concise and compelling format. It should highlight your relevant qualifications and demonstrate why you are the best candidate for the job. By creating a strong resume summary, you can increase your chances of securing an interview and land your dream job.

Professional Experience for Customer Service Manager Resume

When it comes to applying for a Customer Service Manager position, having relevant work experience in your resume is crucial. This section should showcase your accomplishments and skills within the customer service industry.

Here are some examples of job descriptions and bullet points that you can include in your Customer Service Manager Resume:

Job Description 1:

• Supervised a team of 10 customer service representatives and ensured adherence to company policies and customer satisfaction goals
• Developed and implemented training programs to improve employee performance and enhance overall customer experience
• Conducted performance evaluations and provided constructive feedback to team members
• Monitored daily operations and reported on key metrics to upper management
• Resolved complex customer issues and escalated to appropriate teams when necessary

Job Description 2:

• Managed a high-volume customer service department consisting of 20+ representatives across various channels (phone, email, chat)
• Analyzed customer feedback and implemented strategies to improve overall satisfaction and retention rates
• Collaborated with cross-functional teams to resolve customer issues and improve service delivery
• Developed and implemented standard operating procedures to improve efficiency and reduce response times
• Trained new team members and provided ongoing training to ensure continuous development and improvement

When writing your bullet points, make sure to use action verbs and quantify your accomplishments whenever possible. For example, instead of saying “Managed a team,” you could say “Successfully managed a team of 10 representatives, resulting in a 20% increase in customer satisfaction ratings.” This demonstrates not only that you were successful in your role but also the specific impact it had on the company.

When crafting your professional experience section, focus on showcasing your leadership skills, customer service expertise, and ability to drive results. With a well-crafted resume, you can position yourself as a top candidate for any customer service manager position.

Educational Qualifications and Certification for Customer Service Manager Resume

As a Customer Service Manager, your role is critical in ensuring the satisfaction of the customer. To be considered for this position, there are certain educational qualifications and certification programs that you should have.

Relevant Educational Qualifications

A bachelor’s degree in business administration, marketing, or a related field is often preferred for a Customer Service Manager position. This qualification offers you the foundational understanding of business operations, marketing strategies, and customer relationship management, which are essential for the role.

Furthermore, continuing education courses in customer service, public relations, and communication can be beneficial in enhancing your problem-solving abilities, communication, and managerial skills.

Certification Programs for Customer Service Managers

Certification programs offer the opportunity to demonstrate that you possess the requisite skills and knowledge required to become a Customer Service Manager. Some of the certification programs that may boost your chances of landing a job in this role include:

Certified Customer Service Manager (CCSM):  This certification demonstrates that you possess the necessary skills required to manage a customer service team effectively, boost customer satisfaction levels, and provide exceptional customer service.

Certified Manager of Customer Service and Support (CMCSS):  This program validates your expertise in managing customer service teams and ensuring customer satisfaction through effective problem-solving and resolution.

Certified Customer Experience Professional (CCEP):  This certification program provides you with a comprehensive understanding of customer experience management, including strategies for improving customer engagement, loyalty, and retention.

Listing Education and Certifications on the Resume

When it comes to listing your education and certifications on your resume, it’s essential to showcase your qualifications in the best light possible. Here are some tips to help you do so:

Place your education and certification information in a separate section on the first page of your resume, under a heading like “Education and Certifications.”

List your degrees and certifications in reverse chronological order, beginning with the highest degree or most recent certification.

Provide the name and location of the school or organization that awarded the degree or certification, the degree or certification title, and the year you obtained it.

Use bullet points to highlight any relevant coursework, honors, or awards you received while pursuing your degree.

Include any relevant professional development courses, workshops, or conferences you attended.

Key Skills and Competencies for Customer Service Manager Resume

As a customer service manager, it is essential to have a combination of technical and soft skills that can help you deliver outstanding support to customers while managing a team of customer service representatives. Some of the technical skills required for the job include familiarity with customer service software and tools like CRM, chat and email management systems, and call center software. On the other hand, soft skills are equally important, and hiring managers expect to see that you have solid communication, leadership, problem-solving, and conflict resolution skills.

Here are some job descriptions and bullet points that can help you highlight your key skills and competencies in your customer service manager resume:

• Technical Skills:
• Strong skills in using CRM software and deploying call center applications effectively.
• Knowledge of common helpdesk and email management tools for optimal results.
• Proficiency in call management systems and hold queue management.
• Understanding of essential eCommerce and web applications to improve customer experience.
• Soft Skills:
• Exceptional written and verbal communication skills to interact with customers and clients of diverse backgrounds
• Excellent leadership skills to manage and motivate a team of customer service representatives to deliver results.
• Solid problem-solving skills to resolve complex customer issues and escalations effectively
• Ability to handle difficult situations and conflicts with customers calmly and professionally.
• Strong organizational and analytical skills to drive customer satisfaction and generate insights.

A Customer Service Manager resume must showcase the extensive combination of technical and soft skills required to excel in the role. Providing specific examples of how you have used your skills in previous positions will demonstrate that you are an experienced and qualified candidate for the job. With a well-thought-out key skills and competencies section, you can make an excellent impression on hiring managers and increase your chances of landing the position.

Achievements and Accomplishments for Customer Service Manager Resume

As a customer service manager, showcasing your achievements and accomplishments in your resume is crucial to standing out to potential employers. These highlights can demonstrate your ability to lead a team, improve customer satisfaction, and drive business growth. Here are some examples of achievements and accomplishments that can be included in your customer service manager resume:

Improved Customer Satisfaction Ratings:

• Increased customer satisfaction ratings by 20% through implementation of new customer service initiatives and staff training programs.
• Achieved a Net Promoter Score (NPS) of 9, surpassing industry average of 7.

Increased Efficiency and Productivity:

• Spearheaded implementation of a new customer relationship management (CRM) system resulting in a 15% increase in efficiency and service delivery.
• Successfully implemented workforce management strategies that increased productivity by 25% while reducing costs by 10%.

Developed High Performing Teams:

• Successfully managed and coached a team of 20 customer service representatives, resulting in a 30% increase in employee satisfaction and retention rates.
• Lead teams in exceeding customer service KPIs by 25%, including average handle time, first call resolution, and call abandonment rates.

Contributed to Revenue Growth:

• Increased revenue by 15% through upselling and cross-selling strategies that were incorporated into customer service workflows.
• Developed customer retention programs, leading to a 25% increase in customer lifetime value.

By including specific and quantifiable achievements and accomplishments in your resume, you can demonstrate your value as a customer service manager candidate. Make sure to tailor these highlights to the specific job description and company culture to make your resume stand out even more.

References for Customer Service Manager Resume

When it comes to including references in a Customer Service Manager Resume, it’s important to choose the right individuals that can add value to your application. Consider selecting people who have worked with you in a professional capacity, such as former managers or colleagues, and who can speak to your customer service skills and abilities.

When formatting the references section of your Customer Service Manager Resume, it’s important to follow a consistent and professional format. Here are a few tips to keep in mind:

1. Choose the right heading

Use the heading “References” or “References Available Upon Request” and place it at the bottom of your resume. This will ensure that your references are included, but not taking up valuable space at the top of your document.

2. Include relevant information

List your references in reverse chronological order, starting with your most recent or current employer. Include their name, title, company, and contact information, including their email and phone number. You can also include a brief sentence or two outlining how you know the reference and their relationship to you.

3. Ask for permission

Before including someone as a reference, it’s important to ask for their permission first. This not only shows respect for the individual, but it also ensures that they are prepared to speak positively about your skills and abilities.

4. Prepare your references

It’s important to give your references a heads up before you start applying for jobs. Let them know that you will be using them as a reference and provide them with a copy of your resume and the job descriptions you are applying for. This will help them prepare and speak more specifically to the skills and abilities that are most relevant to the position.

Including references in a Customer Service Manager Resume can help add credibility to your application, but it’s important to choose the right individuals and present them in a professional and consistent manner. Follow these tips to ensure that your references section is tailored to the position and makes a positive impression on potential employers.

Common Mistakes in Customer Service Manager Resume

When creating a customer service manager resume, it’s important to avoid common mistakes that can hurt your chances of landing the job. Here are some tips and tricks to help you improve your customer service manager resume.

Common Mistakes

1. focusing too much on duties rather than achievements.

One common mistake is focusing too much on the duties you performed in your previous roles and not enough on your achievements. Hiring managers want to know what you accomplished, not just what tasks you completed. Make sure your resume highlights your accomplishments, such as improving customer satisfaction ratings or increasing sales.

2. Including irrelevant information

Another mistake is including irrelevant information. Hiring managers don’t need to know your hobbies or personal interests unless they are directly related to the job. Stick to relevant information, such as your work experience and skills.

3. Using a generic resume

Using a generic resume that doesn’t highlight your specific skills and experience can also hurt your chances of landing a job. Customize your resume for each job you apply for, highlighting the skills and experience that are most relevant to that position.

4. Not including relevant keywords

Many companies use applicant tracking systems (ATS) to screen resumes for relevant keywords. If your resume doesn’t include the keywords they are looking for, it may not even make it past the initial screening process. Do some research on the company and the job description to identify the keywords you should include.

Tips and Tricks

1. use a clear and concise format.

Make sure your resume is easy to read and highlights your skills and experience. Use a clear and concise format, with bullet points to break up paragraphs and make it easier to skim.

2. Include metrics and achievements

Make sure your resume includes metrics and achievements that highlight your skills and experience. For example, if you increased customer satisfaction ratings in your previous role, include the percentage increase.

3. Customize your resume for each job

Customize your resume for each job you apply for, highlighting the skills and experience that are most relevant to that position. Use the job description as a guide to identify the keywords and skills you should highlight.

4. Use relevant keywords

Make sure your resume includes relevant keywords to improve your chances of getting past the initial screening process. Do some research on the company and the job description to identify the keywords you should include.

By avoiding common mistakes and following these tips and tricks, you can improve your customer service manager resume and increase your chances of landing the job.

Applicant Tracking System (ATS) and Customer Service Manager Resume

When applying for a job as a Customer Service Manager, it’s important to understand the role of the Applicant Tracking System (ATS) in the selection process. An ATS is used by many employers to manage the recruitment process and screen job applications. Its primary function is to scan resumes for specific keywords and phrases that match the job description, followed by ranking the most qualified candidates.

To make sure your Customer Service Manager resume is ATS friendly, follow these tips:

1. Use the job description as a guide

Start by reading the job description carefully and identify the keywords and phrases relevant to the position. Use these words to describe your experience and skills throughout your resume but make sure to avoid using irrelevant or clichéd phrases.

2. Choose the right format

ATS systems are often not compatible with complex formatting or graphics, so it’s essential to use a simple, clean and easy to read format. Use bullet points, headings and subheadings to make your resume easy to scan and follow.

3. Focus on achievements

Include specific achievements and results to showcase your skills and success in delivering excellent customer service. Use metrics and data, such as customer satisfaction ratings, response times and efficiency rates, to quantify your achievements and demonstrate your impact.

4. Include a skills section

Create a specific section for your skills, listing the core skills required for the position. This not only ensures that your skills are prominently displayed on your resume, but also makes it easier for ATS systems to identify them.

5. Use the right keywords

Make sure to use relevant keywords throughout your resume, especially in the skills and experience sections. This not only helps with ATS systems, but also appeals to human recruiters and helps them quickly identify your suitability for the role.

By following these tips, you can create an ATS-friendly Customer Service Manager Resume that highlights your skills and achievements while increasing your chances of landing an interview.

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Service Manager Resume Sample

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Work Experience

• Attentive to detail and accuracy – required
• Previous guest/customer service experience – required
• Creativity; the ability to change direction quickly to solve a problem – required
• Committed to excellence and quality – required
• Work at a fast pace across multiple clients and projects – required
• Excellent written and verbal communication skills – required
• Strong computer skills – required
• Demonstrated organizational skills – required
• Work weekends and holidays – required
• Works in cooperation with other departments putting Eaton’s overall interest above any local or personal benefit
• Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe. Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible
• Analyze the results of corrective actions to ensure systems, components and services are working satisfactorily
• Analyze diagnostic tools and monitoring software to proactively interpret problems or symptoms that can lead to equipment failure or degradation of network efficiency. Take action to resolve such anomalies prior to failure impacting customer services
• Installation, configuration, testing and troubleshooting communication equipment including satellite modems, transceivers, BUC’s, LNB’s, Stabilized antennas (SeaTel, Orbit, Intellian), and out of band management
• Complete detailed written corrective maintenance, site survey and preventative maintenance reports that are clear and grammatically correct in English upon completion of service activity
• Produce performance reports covering SLAs, service credits, failures, incidents, etc. as agreed in contract, based on data provided by the NOC technicians

Professional Skills

• Strong Writing skills with technical subject matter and oral communication skills
• Exceptional verbal and written communication skills and strong conflict management skills
• Excellent organizational and planning skills, including excellent time management
• Excellent interpersonal relationship skills including significant experience working with executives level
• Solid Communication skills including Conflict-Resolution skills
• Strong leadership skills and previous experience leading a team within the hospitality industry (min 2 year)
• Demonstrated extensive experience and skills in implementing change management processes and procedures within an organisation of 10000+ users

How to write Service Manager Resume

Service Manager role is responsible for leadership, customer, interpersonal, english, computer, business, training, technical, microsoft, communications. To write great resume for service manager job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Service Manager Resume

The section contact information is important in your service manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your Service Manager Resume

The section work experience is an essential part of your service manager resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous service manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular service manager position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Service Manager resume experience can include:

• Analyze diagnostic tools and monitoring software to proactively interpret problems or symptoms that can lead to equipment failure or degradation of network efficiency.Take action to resolve such anomalies prior to failure impacting customer services
• Good communication skills with the ability to establish and maintain effective working
• Negotiation skills and resolution management skills to find win/win solutions which protect the company’s interests.
• Good time management skills with the ability to plan and prioritize
• Communication skills, both writing and oral expression, for developing printed documents and for effective presentations (i.e. teaching and training.)
• Responsible for good customer relations by determining customer service needs and effectively and efficiently resolving the customer complaints

Education on a Service Manager Resume

Make sure to make education a priority on your service manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your service manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Service Manager Resume

When listing skills on your service manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical service manager skills:

• Strong interpersonal skills and an ability to effectively communicate verbally and in writing
• Excellent interpersonal and communication skills with the ability to liaise effectively with Senior Management
• A self starting approach with strong initiative, and proven problem solving skills under pressure
• Demonstrated ability to provide thought leadership and drive change across functions. Very strong leadership and people and business management skills
• Demonstrated organisational skills with the ability to handle multiple tasks with different priorities
• Good organizational and communication skills; strong self-management

List of Typical Experience For a Service Manager Resume

Experience for service manager resume.

• Strong Leadership and management skills, with experience of business improvement planning
• Demonstrated ability to communicate effectively, writing and verbally, with clients, peers, subordinates and management
• Proven management experience with multiple direct reports and prioritizing tasks in a fast paced environment
• Strong Computer skills, proficient using Microsoft Office
• Demonstrated skills in Root Cause Failure Analysis (RCFA) and Problem Identification
• Strong problem solving, analytical, written and oral communication skills
• People oriented, open-minded, outgoing, analytical, good interpersonal skill and communications skill
• Prior experience in process control or related technical, industrial, mechanical or manufacturing experience
• Excellent time management abilities, organizational skills and the ability to multi-task
• Strong interpersonal skills and ability to collaborate with multiple internal and external stakeholders
• Demonstrated leadership skills to ensure conflict & problem resolution, team motivation, escalation management
• A strong customer focus with the ability to effectively communicate between customers and service engineers
• Excellent organizational, follow-up and problem solving skills
• Encouraging technicians to keep their skills up-to-date through periodic technical training on new systems and components offered by the manufacturers
• Networking and interaction skills
• Outstanding interpersonal skills with a positive and professional appearance and attitude
• Delegating skills to maximize organizational strengths and accomplish organizational goals
• Lead by example when taking calls, demonstrating great customer service and selling skills
• Proven ability to drive teams for highly effective delivery leveraging multi-source staffing models including internal and external partners
• A strong commercial background, including a good understanding of sourcing and supplier management
• Proven track record to grow the fixed ops business through excellent CSI, advertising, managing utilization and proficiency of the shop
• Well structured communications and reporting skills – producing quality documentation
• Communicate effectively and proactively with Service Manager regarding scheduled work, and proactively communicate with customers regarding status of work
• Proven track record to grow the fixed operation business through excellent CSI, advertising, managing utilization and proficiency of the shop
• Work requires one or two years of prior experience in directing or leading the work of others
• Prior experience managing field labor in a rapidly changing service environment
• Demonstrated leadership, problem solving / decision making and program management experience in a high pressure environment
• Focused problem solving and troubleshooting skills
• Advanced planning and organising skills
• Demonstrated experience working and implementing ITIL processes outside change
• Assists in effectively managing the fiscal and facility resources for Van Zile Center
• Framework and process for communicating effectively to all levels of staff
• Ensure incidents are managed efficiently, economically and effectively by following procedures currently in place
• Apply technical skills order to continue to discover and implement new and ever-changing technologies
• Previous experience in client facing roles; previous experience in vendor management
• Good experience in Managing of FM services
• Experience and good understanding of IT systems, processes and policies
• Experience working with websites, customer experience journeys
• Team building/leadership skills
• Well developed problem solving and managerial skills
• Work with the Service Manager and other departments to ensure that the Store runs efficiently and effectively and that we are “delighting” the customer
• Demonstrable evidence & experience of managing an ITIL process/function within an IT service department
• Prior experience in supervising large marine service teams
• Significant level of relevant experience, including supervisory experience required
• Excellent and proven estimating knowledge with ability to train others
• Exceptional upselling skills
• Prior estimating and proposal generation experience
• Essential Skills – Management of high performing field based teams
• This role is at the level of ‘Leader of People’, which is about helping others work and deliver effectively and successfully
• Business Acumen, strategic planning, presentation skills
• Retail management experience along with a proven track record of positions with increasing responsibility
• Proven experienced and engaging people leader
• Related experience and/or training, or equivalent combination of education and experience
• Coordinate and juggle numerous priorities and projects and meet deadlines without sacrificing creative effectiveness
• Strong background in service industry and proven track record of managing a service oriented operation
• Strong leadership, influencing and proven ability to collaborate with multiple stakeholders in a matrix and multicultural environment
• Decision making skills to solve problems with confidence in the absence of detailed instructions
• Proven experience in delivering maintenance services for Applications
• Strong experience of translating policies and standards into workable business practices
• Proficient using complete Microsoft Suite (Word, Excel, Outlook, PowerPoint, etc.) and PC skills
• Interpersonal skills necessary to perform supervisory function and the ability to interact appropriately with customers
• Basic computer skills; ability to work with Microsoft Office products
• Assists in effectively managing human resources for Van Zile Dining Center

List of Typical Skills For a Service Manager Resume

Skills for service manager resume.

• Strong customer focus, strong negotiation skills, good team-worker and leader to ensure the delivery of technical services to the highest of standards
• Strong communication skills (verbal and written) and presentation skills (analytical sense and ability to synthesize)
• Communication skills, solid commercial awareness and experience with third party management
• Demonstrate strong communication, interpersonal / leadership skills and a history of high-level achievement in cross-functional organizations
• A strong sense for Quality, Efficiency, Improvisation, Cost, and Customer Satisfaction with effective interpersonal skills
• Good organization skills, ability to prioritize tasks
• Effective interpersonal skills and demonstrated ability to work and communicate with Vendors, Stakeholders
• Strong organizational, planning and scheduling, process management and negotiation skills
• Strong project management skills – creating and tracking project timelines
• Solid financial planning and monitoring skills
• Evaluation skills that can easily evaluate employee effectiveness and take appropriate steps for praising accomplishments or correcting deficiencies
• An understanding of documentation standards, basic accounting and excellent presentation skills
• Your strong communication skills: written, presentation, and the ability to articulate across a wide ranging audience
• Exhibit strong customer service, interpersonal, coaching and leadership skills
• Strong analytical abilities, mechanical aptitude combined and problem solving skills
• Good customer service skills with attentive listening, ability to ask the right questions for clarification, and prompt response
• Proven track record of being able to effectively manage all stakeholders, from 3rd party suppliers, internal support groups, internal leaders and customers
• Excellent report writing and data manipulations skills are essential. Ability to translate complex technical issues into ‘business’ terms is key
• Strong customer service skills, being able to ensure customer satisfaction and timely resolution
• Strong analytical, documentation and planning skills
• Solid contracting and negotiations skills
• Excellent computer skills including Excel and Outlook knowledge
• Good negotiation / influencing skills able to overcome resistance and reach consensus and compromise in order to attain the required objective
• Excellent customer service skills encompassing the “Customer Support Excellence” philosophy and standards
• Good listening skills, telephone etiquette
• Proven co-operation, networking and management skills
• Excellent communication skills, including the ability to answer questions/address concerns from Senior Leadership
• Excellent time management and multitasking skills – remains calm under pressure
• Good computer skills including use of e-mail, internet and Microsoft Office software
• Strong leaderships and influencing skills
• Good report writing and data manipulation skills are essential
• Excellent interpersonal, self-motivational and negotiating skills
• Good report writing and oral communication skills
• Strong interpersonal, negotiating & influencing skills
• Computer literacy and good keyboard skills
• Excellent communication skills with staff and customers
• Advantageous Skills - Previous experience in a 24/7 Operations environment
• Strong communication skills between customers, vendors, and our factory
• Be proficient with Microsoft Office suite and have strong data analysis and presentation skills (Excel, Word & PowerPoint)
• Strong verbal, written and presentation communication skills in English and Korean
• Project management with the demonstrated ability to effectively manage people
• Excellent IT skills e.g. Microsoft Excel, Word, Powerpoint & Google Mail
• Good communication skills both verbal and written and the ability to handle issues of high sensitivity
• Strong analytical skills associated with the generation and development of cost estimates and development of project proposals
• Experience in a similar position – 2 yrs experience in similar position or 5-10 years overall experience as service engineer
• Excellent communication skills (spoken and written) in English
• With excellent leadership skills, self-starter, team builder, goal-oriented, tactful and sensitive to employees' needs
• Excellent English, French skills, both verbal and written
• Good communication and presentation skills, in written and spoken,English
• Excellent leadership skills to enhance team productivity and standards of work produced
• Excellent communication and customer engagement skills
• Strong English skills (verbal and written) is required
• Proven ability to effectively communicate service recommendations to executive management
• Strong communication and customer engagement skills with the ability to Earn Customers For Life
• Strong written and verbal communication skills Egyptian and English
• Solutions-oriented with good communication/presentation skills
• O Strong communication skills
• Excellent communication skills - able to negotiate and influence
• Have strong interpersonal skills and be able to build bridges across the organization and business
• Strong interpersonal, relationship management, diplomacy and negotiation skills
• Strong customer service, leadership and people management skills
• Excellent organizational skills and decision-making ability
• Strong stakeholder management skills, including with senior leaders
• Strong communication skills, both verbally and in writing, with the ability to clearly explain technical concepts
• Proven leadership skills in a specialized repair environment
• Excellent customer-relations skills
• Good leadership and good inter‐personal skill
• Excellent communication skills and proficiency in oral and written English

List of Typical Responsibilities For a Service Manager Resume

Responsibilities for service manager resume.

• Daily operations support of all equipment and services and repair. Responsible for managing all processes, teams and vendors to provide best-in-class service and SLA adherence
• Comfortable and active in networking. Has excellent relationship-building skills
• Experience effectively managing customer relations dealing directly with customers
• Strong Microsoft Office suite skills, including Microsoft Visio for process/workflow documentation
• Computer skills including good knowledge of Microsoft Word and Excel
• Excellent stakeholders communication skills (both written and oral)
• Excellent communication and interpersonal skills to develop customer relationships and work directly with executive management
• Demonstrated ability to effectively market and communicate enterprise technology Services
• Strong Customer service skills with the ability to interact with business and technology community at any level
• With excellent administration skills
• Strong communication, interpersonal, and intercultural relations, curricular development and decision-making skills
• Matured with strong interpersonal and communications skills
• Promote and maintain strong customer relationships with superior customer management skills
• Excellent customer handling skills and ability to maintain high customer satisfaction scores required
• Excellent communication skills & a professional demeanour at all times
• High integrity and excellent interpersonal and communication skills
• Possesses strong organizational skills and is attentive to detail. Follows through to assure successful task and objective completion
• Encourage and promotes strong time management skills & efficient team environment
• Stakeholder management with excellent verbal and written communication skills for all levels of management and staffs
• Communication– Highly developed communication skills, with excellent presentation, verbal and written
• Good personal skills, team player
• A motivator with effective human relations skills
• Strong sales skills with high ability to follow-up and meet deadlines
• Effectively manage team members, including technicians and advisors, to ensure team objectives and sales goals are being carried out
• A strong knowledge of Service Designs in an ITIL framework, enabling effective review, influence and shaping
• Solid experience in defining integration strategies
• Computer Skills, including Microsoft Excel, Word and Power Point
• Demonstrated business acumen and experience growing a business / segment
• Basic computer skills using MicroSoft Office (Word, Excel, Outlook)
• Proven record of maximizing customer experience and labor efficiency
• Demonstrated experience leading a team through change
• Understand the client, the contract, the business context and the priorities of the global account in striving for excellent service for the Customer
• Proven experience in outsourcing field is nice to have
• Ensures that all service tooling and equipment is available, complete, in good condition, with valid calibration and safety certifications and permits
• Provides ITSM leadership, guidance and consulting for project teams to increase skills and to develop and advance new processes
• Demonstrated experience managing project teams (with or without direct report responsibility)
• Demonstrate prior accomplishments in improving business processes preferably in a global service environment
• Relevant experience, including 5+ years experience as a first level manager
• Strong and demonstrable experience of working collaboratively with global stakeholders
• Experience in effective Service Level Management driving behaviours that meet or exceed contracted requirements
• Knowledge of problem solving skills
• Good knowledge of risk management and controls appropriate to Financial Services, and experience managing third party suppliers
• Solid experience in SOA and APIs
• Strong experience in leadership and matrix organizations
• Outstanding written and oral communication skills, required
• Effectively leverage the capabilities of the Boeing Company
• Proficient in Microsoft Office skills, including Microsoft Project
• Plan time effectively to ensure all issues are resolved in a timely manner
• Ideally a good understanding of technology and some Informatica knowledge or experience
• Communicate effectively with groups of customers and employees of Metso
• Experience as a dental service technician or similar experience with acceptable performance and productivity
• Experience with strong services knowledge
• Previous proven experience in field service and/or Service Operations management or equivalent role
• IT experience with service management experience
• Previous Food & Beverage experience in a leadership role with proven track record required
• Communicate technical information effectively to customers and co–workers
• Previous experience in property management maintenance, with 200 units experience required for one year
• Intermediate MS Office skills, knowledge of SAP
• Effectively communicate with customers and internal staff
• Communicate clearly and effectively, verbally or written, with colleagues, management and suppliers
• Excellent knowledge and experience in fitness/health club operations
• Effectively work cross-functionally to provide a unified sales and support solution to the customer
• Have proven and demonstrated discipline, credibility and confidentiality
• Ensure the team have adequate skills to service their intermediaries
• Good Time Management and ability to prioritize work based on business needs
• Make commitments, track and communicate progress, and follow through until completion (project management skills)
• Proven experience in operations delivery
• Be able to train and coach staff with their skills
• Advanced office computer skills
• Interpersonal skills, diplomacy and tact
• Superb data manipulation skills – highly proficient in the MS Office suite of products

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Service Manager resume examples for 2024

A service manager's resume should highlight experience with project management and customer relationship management (CRM) as these are key focuses of the role. Ample experience with business development practices is also vital. Soft skills like excellent customer service, communication, and a strong work ethic are also crucial. According to Amanda Main Ph.D. , Associate Professor of Management at Lynn University, "this should be a bare minimum that graduates are striving for. I would also suggest having a strong focus on increasing emotional intelligence (EQ), which will really help at several career stages including promoting oneself in a job search, negotiating employment offers, advancing and maturing through the arc of one's career, and even exiting from the workforce at retirement."

Service Manager resume example

How to format your service manager resume:.

• Use the same job title on your resume as the one in the job application. Recruiters recommend keeping your resume to one page, focusing on achievements that showcase your impact, and using branch management tools to improve lobby and line management for better client service.
• Tailor your work experience to highlight accomplishments that address recurring operational or customer support problems, such as repair order analysis, team efficiency monitoring, and process/policy recommendations to resolve service-level or productivity issues.
• Incorporate specific examples of achievements in areas like customer satisfaction, community awareness, escalation management, and department policy development to demonstrate your ability to support business operations with a strong customer service orientation and relationship management.

Choose from 10+ customizable service manager resume templates

Choose from a variety of easy-to-use service manager resume templates and get expert advice from Zippia’s AI resume writer along the way. Using pre-approved templates, you can rest assured that the structure and format of your service manager resume is top notch. Choose a template with the colors, fonts & text sizes that are appropriate for your industry.

Entry level service manager resume example

Professional service manager resume example, resume tips to land the job:.

• If you're choosing between a resume objective or work experience and you want to fit your resume on one page, always choose work experience. However, it's ok for senior level service manager resumes to be two full pages long.
• Recruiters and hiring managers suggest short, succinct bullet points, instead of long, wordy paragraphs. Make it easy for recruiters to understand your key accomplishments, in 30 seconds.
• As a rule of thumb, lead each bullet point with a verb such "Grew", "Increased", or "Developed".

Service Manager resume format and sections

1. add contact information to your service manager resume.

Service Manager Resume Contact Information Example # 1

Hank Rutherford Hill

St. Arlen, Texas | 333-111-2222 | [email protected]

2. Add relevant education to your service manager resume

Your resume's education section should include:

• The name of your school
• The date you graduated ( Month, Year or Year are both appropriate)
• The name of your degree

If you graduated more than 15 years ago, you should consider dropping your graduation date to avoid age discrimination.

Optional subsections for your education section include:

• Academic awards (Dean's List, Latin honors, etc. )
• GPA (if you're a recent graduate and your GPA was 3.5+)
• Extra certifications
• Academic projects (thesis, dissertation, etc. )

Other tips to consider when writing your education section include:

• If you're a recent graduate, you might opt to place your education section above your experience section
• The more work experience you get, the shorter your education section should be
• List your education in reverse chronological order, with your most recent and high-ranking degrees first
• If you haven't graduated yet, you can include "Expected graduation date" to the entry for that school

Check More About Service Manager Education

Service Manager Resume Relevant Education Example # 1

Some College Courses In Business 2005 - 2007

Pennsylvania State University Main, PA

Service Manager Resume Relevant Education Example # 2

Bachelor's Degree In Business 2006 - 2009

Northeastern University Boston, MA

3. Next, create a service manager skills section on your resume

Your resume's skills section should include the most important keywords from the job description, as long as you actually have those skills. If you haven't started your job search yet, you can look over resumes to get an idea of what skills are the most important.

Here are some tips to keep in mind when writing your resume's skills section:

• Include 6-12 skills, in bullet point form
• List mostly hard skills ; soft skills are hard to test
• Emphasize the skills that are most important for the job

Hard skills are generally more important to hiring managers because they relate to on-the-job knowledge and specific experience with a certain technology or process.

Soft skills are also valuable, as they're highly transferable and make you a great person to work alongside, but they're impossible to prove on a resume.

Example of skills to include on an service manager resume

POS is an abbreviation of "Point of Sale" which is the time and place where a customer completes a transaction. It can either be a physical shop that consists of POS terminals or a virtual shop. A POS system helps simplify the retail functions and track important sales data.

Performance reviews refer to the official evaluation of a worker's performance done by the manager. The evaluation then helps the superior identify the worker's strengths and weaknesses and offers valuable feedback to help him overcome his shortcomings. This assessment also helps a worker set a future goal for himself and identify ways to better his future performance. Performance Reviews may be done on a monthly or yearly basis, depending on the company.

Payroll is the sum of all the compensation that an organization has to pay to employees at a specified time. Payroll is managed by the finance or HR department while small business owners may handle it themselves. Payroll isn't fixed as it varies every month due to sick leaves, overtime, etc.

Business development is the ideas or initiatives that work to make business work better. Selling, advertising, product development, supply chain management, and vendor management are only a few of the divisions involved with it. There is still a lot of networking, negotiating, forming alliances, and trying to save money. The goals set for business development guide and coordinate with all of these various operations and sectors.

Top Skills for a Service Manager

• POS , 11.6%
• Performance Reviews , 8.0%
• Cash Handling , 7.6%
• Food Handling , 6.8%
• Other Skills , 66.0%

4. List your service manager experience

The most important part of any resume for a service manager is the experience section. Recruiters and hiring managers expect to see your experience listed in reverse chronological order, meaning that you should begin with your most recent experience and then work backwards.

Don't just list your job duties below each job entry. Instead, make sure most of your bullet points discuss impressive achievements from your past positions. Whenever you can, use numbers to contextualize your accomplishments for the hiring manager reading your resume.

It's okay if you can't include exact percentages or dollar figures. There's a big difference even between saying "Managed a team of service managers" and "Managed a team of 6 service managers over a 9-month project. "

Most importantly, make sure that the experience you include is relevant to the job you're applying for. Use the job description to ensure that each bullet point on your resume is appropriate and helpful.

• Assisted credit analyst with daily reporting tasks.
• Worked with Healthcare Carriers, Medicare, and Medicaid to collect on aging debt.
• Developed marketing campaigns to attract new clients.
• Designed AMS using SharePoint, generated asset management reports, performed testing and provided key solutions in critical situations
• Worked very closely with Payroll SMEs in the gathering requirements of Payroll integrations.
• Worked with large regional clients in Chicago and Detroit to develop Out of Home campaigns.
• Provided first-line supervision to ensure individual sales representatives achieve assigned sales objectives and budgets.
• Prospected new business for on air and online advertising slots.
• Managed the activities of a team of sales representatives and sales assistants.
• Designed advertisements and marketing campaigns.
• Verified consumer information using Fast Data, Accurint, and Dunn & Bradstreet databases.
• Provided support for collaboration technologies encompassing SharePoint [ ] MS Office Communicator 2005 and MS Office Live Meeting 2007.
• Assisted the process of commercial monetary transaction and - Analyze the qualification of a company that applies to international transaction.
• Worked with App-V Sequencer and Client for sequencing, streaming, testing and troubleshooting virtual applications.
• Crossed training with FHA processing and transitioned to FHA closer.
• Supervised, trained, and developed entry-level sales representatives through succession planning.
• Persuaded multiple highly dissatisfied customers to re-evaluate company offerings, salvaged the relationships, and renewed contracts.
• Forged relationships with various C-Level decision makers to provide a consultative approach.
• Managed high volume and color placements for 12 Strategic Account executives.
• Reviewed leads, networked, participated in planning and implementation, managed forecasts for national territory, supported field sales network.

5. Highlight service manager certifications on your resume

Specific service manager certifications can be a powerful tool to show employers you've developed the appropriate skills.

If you have any of these certifications, make sure to put them on your service manager resume:

• Associate Service Executive (ASE)
• EPA Amusement Operators Safety Certification (EPA)
• Certified Service Manager
• Certified Sales Professional (CSP)
• Certified Manager Certification (CM)
• Certified Management Accountant (CMA)
• Master Certified Electronics Technician (CETma)
• Project Management Professional (PMP)
• Food Safety Manager Certification
• ServSafe Food Protection Manager Certification

6. Finally, add an service manager resume summary or objective statement

A resume summary statement consists of 1-3 sentences at the top of your service manager resume that quickly summarizes who you are and what you have to offer. The summary statement should include your job title, years of experience (if it's 3+), and an impressive accomplishment, if you have space for it.

Remember to emphasize skills and experiences that feature in the job description.

Common service manager resume skills

• Performance Reviews
• Cash Handling
• Food Handling
• Cleanliness
• Project Management
• Guest Satisfaction
• Direct Reports
• Business Development
• Customer Complaints
• House Training
• Strong Customer Service
• Performance Evaluations
• Service Operations
• Customer Satisfaction
• Preventative Maintenance
• Warranty Claims
• Training Programs
• Customer Relations
• Customer Service
• Branch Management
• Quality Service
• Inventory Control
• Service Calls
• Process Improvement
• Parts Inventory
• Product Knowledge
• Customer Retention
• Troubleshoot
• Repair Orders
• Inventory Management
• Customer Support
• Lead Management
• Fine Dining
• Escalation Management
• Gross Profit
• Copywriting

Entry level service manager resume templates

Professional service manager resume templates

Service Manager Jobs

Links to help optimize your service manager resume.

• How To Write A Resume
• List Of Skills For Your Resume
• How To Write A Resume Summary Statement
• Action Words For Your Resume
• How To List References On Your Resume

Service Manager resume FAQs

How do you describe a customer service manager on a resume, search for service manager jobs.

Updated June 25, 2024

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

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Management Resume Summary: 15 Examples to Help You Write Your Own

As the first section recruiters see, your resume summary should highlight your top accomplishments and skills, tailored to the specific position you’re applying for. This is especially important for management roles, where a standout management resume summary can help you get noticed in a competitive job market.

Let’s break down what a manager's summary should include and give you templates and resume summary examples to help you create a standout one for various roles.

What is a resume summary?

A resume summary is a concise section at the top of your resume that offers a snapshot of your professional profile. Unlike a detailed resume experience section , a good summary for a resume provides a high-level overview of your most significant accomplishments , skills , and qualifications.

The goal is to capture the attention of hiring managers and recruiters by highlighting your key strengths and achievements in a few sentences or bullet points. It acts as a quick pitch to persuade employers to continue reading and consider you for the role.

Get that resume summary out there! Browse open jobs on The Muse and find your dream job »

Resume summary for management: how is it different?

A manager resume summary is a focused version of a resume summary that highlights qualifications and experiences specific to management positions. It emphasizes your leadership skills , strategic thinking, and ability to deliver results in areas like project management, office management, operations, general management, or retail management.

How to write a management resume summary

Your resume summary should not only showcase your qualifications but also set the stage for the rest of your resume, demonstrating to potential employers why you are the ideal candidate for their management position.

Follow these tips when writing your management resume summary:

1. Keep it brief

A resume summary usually has three to five sentences or a few bullet points. It helps hiring managers quickly see if you’re a good fit for the job without having to dig through your whole resume.

2. Highlight your leadership skills

Emphasize your experience in leading teams, managing people, and overseeing projects or operations. This could include examples of how you motivated your team, resolved conflicts, or achieved team goals.

3. Emphasize strategic planning and execution

Highlight your ability to develop and execute strategies that contribute to organizational success. Mention specific strategic initiatives you’ve led or contributed to, and how they impacted the company’s bottom line.

4. Demonstrate operational management skills

Showcase your expertise in managing day-to-day operations, optimizing processes, and ensuring efficient workflow. This could involve experience with budgeting, resource allocation, or process improvements.

5. Include quantifiable achievements

Include quantifiable achievements that demonstrate your effectiveness as a manager. For instance, if you're writing a project manager summary for your resume, you might mention increases in productivity, revenue growth, or successful project completions.

(Here's how to quantify your resume bullets —even if you don't work with numbers.)

6. Personalize industry-specific knowledge

Tailor your resume summary to reflect the industry you’re applying for. This can include specific industry-related skills, certifications, or knowledge of best practices. It should also include keywords and skills relevant to the job description, making it easier for Applicant Tracking Systems (ATSs) to identify your resume as a match.

Resume summary template

Here’s a general resume summary template you can use:

[Adjective] and [adjective] management professional with [number] years of experience in [industry]. Proven ability to [relevant skill] and [relevant skill] to achieve [specific result]. Adept at [specific management activity], with a strong focus on [key area of expertise]. Looking to leverage my expertise in [desired role] at [company name].

15 resume summary examples for management roles

Need more inspiration? Check out these 15 well-crafted management resume summary examples for different types of managers—one of them might be exactly what you're looking for.

Example #1: Project manager resume summary

Detail-oriented and strategic project manager with 10 years of experience in IT and software development. Proven ability to lead cross-functional teams and manage multimillion-dollar projects to successful completion. Adept at risk management and resource allocation, with a strong focus on meeting project deadlines and budget requirements. Looking to leverage my expertise in agile methodologies at XYZ Tech.

Find project manager jobs here on The Muse

Example #2: Office manager resume summary

Organized and proactive office manager with over 7 years of experience in administrative support and office operations. Demonstrated success in streamlining office procedures, improving communication, and enhancing overall efficiency. Skilled in team management and office software, looking to bring my strong organizational skills to ABC Corp.

Find office manager jobs here on The Muse

Example #3: Operations manager resume summary

Results-driven operations manager with 12 years of experience in manufacturing and logistics. Expertise in optimizing production processes, reducing costs, and improving quality control. Proven track record of leading teams to exceed performance targets and implement continuous improvement initiatives. Seeking to apply my operational leadership skills at DEF Manufacturing.

Find operations manager jobs here on The Muse

Example #4: General manager resume summary

Visionary and dynamic general manager with 15 years of experience in retail and hospitality. Known for driving business growth and enhancing customer satisfaction through strategic planning and team development. Skilled in financial management and operational efficiency, eager to lead the expansion of GHI Retail.

Find general manager jobs here on The Muse

Example #: Retail manager resume summary

Customer-focused retail manager with 8 years of experience in high-end fashion retail. Proven ability to increase sales through exceptional customer service and staff training. Strong background in inventory management and merchandising. Looking to bring my retail expertise to JKL Fashion Store.

Find retail manager jobs here on The Muse

Example #6: Assistant project manager resume summary

Efficient and supportive assistant project manager with 5 years of experience in construction. Known for assisting in the successful completion of projects by managing schedules, coordinating teams, and ensuring compliance with safety regulations. Seeking to contribute to the ongoing success of MNO Construction.

Find assistant project manager jobs here on The Muse

Example #7: Marketing manager resume summary

Innovative and strategic marketing manager with 9 years of experience in digital marketing and brand management. Proven track record of developing and executing marketing campaigns that increase brand awareness and drive sales. Skilled in data analysis and customer segmentation, looking to bring my marketing expertise to PQR Marketing Agency.

Find marketing manager jobs here on The Muse

Example #8: Sales manager resume summary

Ambitious and results-oriented sales manager with 10 years of experience in B2B sales. Demonstrated success in driving revenue growth, developing sales strategies, and leading high-performing sales teams. Adept at relationship building and market analysis, seeking to leverage my sales expertise at STU Corporation.

Find sales manager jobs here on The Muse

Example #9: Human resources manager resume summary

Compassionate and strategic human resources manager with 12 years of experience in employee relations and talent acquisition. Proven ability to develop and implement HR policies that improve employee satisfaction and retention. Skilled in conflict resolution and performance management, eager to join the HR team at VWX Enterprises.

Find human resources manager jobs here on The Muse

Example #10: Financial manager resume summary

Detail-oriented and analytical financial manager with 10 years of experience in corporate finance and accounting. Expertise in budgeting, financial planning, and risk management. Proven ability to optimize financial performance and provide strategic insights. Looking to bring my financial expertise to YZ Finance Group.

Find financial manager jobs here on The Muse

Example #11: Product manager resume summary

Innovative and customer-centric product manager with 8 years of experience in product development and lifecycle management. Proven track record of launching successful products and driving market penetration. Skilled in market research and cross-functional collaboration, seeking to apply my product management skills at ABC Tech.

Find product manager jobs here on The Muse

Example #12: Hospitality manager resume summary

Guest-focused and organized hospitality manager with 10 years of experience in hotel management and customer service. Proven ability to enhance guest satisfaction and operational efficiency. Skilled in staff training and event planning, looking to bring my hospitality expertise to DEF Hotels.

Find hospitality manager jobs here on The Muse

Example #13: Logistics manager resume summary

Proactive and efficient logistics manager with 7 years of experience in supply chain management and distribution. Proven ability to optimize logistics operations, reduce costs, and improve delivery times. Skilled in inventory management and vendor relations, eager to join the logistics team at GHI Logistics.

Find logistics manager jobs here on The Muse

Example #14: IT manager resume summary

Tech-savvy and strategic IT manager with 9 years of experience in IT infrastructure and project management. Proven ability to lead IT teams, manage budgets, and implement technology solutions that drive business growth. Skilled in cybersecurity and network management, looking to bring my IT expertise to JKL Tech Solutions.

Find IT manager jobs here on The Muse

Example #15: Customer service manager resume summary

Empathetic and results-driven customer service manager with 8 years of experience in customer support and team leadership. Proven ability to improve customer satisfaction and reduce response times through effective training and process improvements. Skilled in CRM software and conflict resolution, seeking to join the customer service team at MNO Services.

Find customer service manager jobs here on The Muse

Key takeaways

Your resume summary is a critical component of your management resume, serving as your first impression to potential employers. Use the examples and template provided in this guide to craft a compelling resume summary that showcases your management expertise and sets you apart from the competition.

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Automotive Service Manager Resume Examples

Are you a service manager looking for a job in the automotive industry? Crafting the ideal resume is an essential step in the process of finding a new job. While it may seem like a daunting task, creating a powerful resume doesn’t have to be difficult. This guide will provide you with helpful tips and examples of automotive service manager resumes that can help you make a great first impression with potential employers.

If you didn’t find what you were looking for, be sure to check out our complete library of resume examples .

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Automotive Service Manager

123 Main Street | Anytown, USA 99999 | Phone: (123) 456-7890 | Email: [email protected]

A highly motivated and detail- oriented automotive service manager with extensive experience in customer service, scheduling, and maintaining a safe and efficient automobile service facility. Possess excellent problem- solving and communication skills and the ability to motivate personnel in order to exceed customer expectations. Looking to further my career as an Automotive Service Manager in a fast- paced, dynamic environment.

Core Skills :

• Excellent customer service skills
• Detail- oriented and organized
• Ability to manage multiple projects
• Proficient in Auto Shop Management Software
• Knowledge of vehicle repair and maintenance
• Proven track record of training personnel

Professional Experience : Automotive Service Manager, ABC Auto Services – Dallas, TX

• Managed all day- to- day operations of the auto- service facility
• Developed and maintained service offerings to meet increasing customer demands
• Negotiated and managed relationships with outside vendors
• Monitored and addressed customer complaints in a timely manner
• Developed and implemented safety procedures to ensure a safe working environment

Automotive Service Technician, XYZ Auto Services – Austin, TX

• Performed a wide range of vehicle repair and maintenance services
• Scheduled and managed customer appointments for vehicle servicing
• Inspected vehicles for any mechanical problems
• Assisted in diagnosing and troubleshooting issues with customer vehicles

Education : Bachelor of Science in Automotive Technology, University of Texas – Austin, TX

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Automotive Service Manager Resume with No Experience

Dedicated and detail- oriented individual with a strong interest in automotive services. Seeking an opportunity to gain experience and develop a career as an Automotive Service Manager. Possess strong technical and communication skills, and have experience working with teams in a customer service environment.

• Extensive knowledge of automotive parts, services and repair procedures
• Aptitude for problem solving and troubleshooting
• Ability to read and interpret technical manuals, schematics and diagrams
• Good communication and interpersonal skills
• Proficient with Microsoft Office applications

Responsibilities :

• Communicate effectively with service technicians, customers and other team members
• Monitor automotive repair and service jobs to ensure quality standards are met
• Maintain accurate records of service and repair jobs
• Update customer records of service and repair history
• Ensure appropriate parts and materials are ordered to complete service and repair jobs
• Provide customer service and technical advice to customers as needed

Experience 0 Years

Level Junior

Education Bachelor’s

Automotive Service Manager Resume with 2 Years of Experience

Results- oriented Automotive Service Manager with two years of experience in the automotive industry. Adept at leading a team to accomplish performance objectives, developing repair strategies to optimize shop efficiency, and tracking resources to maximize profitability. Possess a deep understanding of the service process, from customer service to parts management. Strong problem- solving and communication skills to maintain a safe and productive environment.

• Strong Managerial Experience
• Automotive Industry Knowledge
• Customer Service Expertise
• Diagnostic Skills
• Organizational Abilities
• Computer Proficiency
• Team Leadership
• Developed and implemented service- related strategies to increase customer satisfaction.
• Managed and maintained automotive service records to ensure accuracy and compliance.
• Created and enforced safety policies and procedures to protect personnel and equipment.
• Supervised and monitored service technicians to ensure that necessary repairs and maintenance were completed in a timely and efficient manner.
• Ordered necessary parts and supplies to meet customer and shop needs.
• Ensured that all tools and equipment necessary to provide automotive services were in working condition.
• Developed budgets and financial plans to optimize shop profitability.
• Provided customer service, from initial inquiry to post- repair follow- up.

Experience 2+ Years

Automotive Service Manager Resume with 5 Years of Experience

Motivated and experienced Automotive Service Manager with 5+ years in the automotive industry. Proven ability to effectively coordinate and manage the maintenance and repair of vehicles, ensuring that customers are satisfied with the service and quality of work being done. Possess a comprehensive understanding of automotive industry trends, safety protocols and customer service, as well as exceptional organization, problem- solving and communication skills.

• Knowledge of vehicle maintenance protocols
• Ability to monitor and oversee automotive service operations
• Strong organizational and time management skills
• Excellent written, verbal and interpersonal communication skills
• Advanced mechanical troubleshooting ability
• Proficiency in automotive diagnostic systems
• Managed daily automotive service operations, including customer service, scheduling appointments and overseeing service records.
• Performed preventative maintenance and diagnostic testing on automobiles to ensure proper operation.
• Ensured accurate and timely completion of all service requests.
• Provided excellent customer service by resolving customer complaints and concerns in a timely manner.
• Implemented safety procedures and protocols in the service department.
• Monitored and evaluated the performance of staff members to ensure that tasks were completed efficiently and accurately.
• Maintained updated records of vehicle maintenance and repair activities.
• Created and implemented strategies to improve customer service and overall satisfaction.

Experience 5+ Years

Level Senior

Automotive Service Manager Resume with 7 Years of Experience

Highly experienced and motivated Automotive Service Manager with 7 years of experience working in the automotive industry. Experienced in diagnosing and troubleshooting mechanical issues in a customer service- oriented environment. Proven history of overseeing operations and personnel in the automotive service departments. Experienced in developing and implementing customer service strategies, training and coaching staff and creating effective policies.

• Automotive Diagnostics
• Customer Service
• Team Supervision
• Problem Solving
• Inventory Management
• Staff Training
• Organizational Skills
• Managing daily operations in the automotive service department
• Providing exceptional customer service
• Analyzing and identifying customer vehicle problems and providing appropriate solutions
• Overseeing inventory management and ordering of supplies and parts
• Leading and setting goals for automotive service staff
• Conducting regular staff performance evaluations
• Managing customer service policies and ensuring compliance
• Ensuring safety standards are adhered to and maintained
• Developing customer service strategies and setting customer service goals

Experience 7+ Years

Automotive Service Manager Resume with 10 Years of Experience

A highly- experienced automotive service manager with 10 years in the industry. An adept leader with exceptional problem- solving and organizational skills, able to successfully manage teams and large- scale operations. A strong advocate of customer satisfaction and loyalty, with a solid background in customer service and business development. Proven to successfully train and develop staff, while maintaining high- quality standards and customer satisfaction.

• Customer service
• Problem solving
• Organizational skills
• Team management
• Business development
• Staff training
• Leading staff and managing operations for automotive service department
• Organizing and coordinating the scheduling of customer service appointments
• Developing relationships with customers and providing support
• Creating and developing training programs for automotive service staff
• Ensuring customer satisfaction and maintaining high- quality standards of service
• Analyzing revenue and costs, and providing reports to senior management
• Developing strategies to increase customer loyalty and boost revenue

Experience 10+ Years

Level Senior Manager

Education Master’s

Automotive Service Manager Resume with 15 Years of Experience

Dynamic professional with fifteen years of experience in automotive service management. Possess a comprehensive understanding of automotive operations, customer service, and general service operations. Proven ability to effectively manage teams and increase customer satisfaction. Possess excellent communication, problem- solving, and organizational skills with a high degree of accuracy and attention to detail.

• Project Management
• Service Operation
• Quality Control
• Automotive Repair
• Negotiation
• Provided quality customer service and managed customer inquiries
• Maintained accurate records of service operations
• Conducted daily inventory management of parts and supplies
• Developed and implemented procedures for efficient and cost- effective vehicle repair and maintenance
• Scheduled and coordinated repairs and maintenance services
• Coordinated with vendors to maintain adequate stock of parts and supplies
• Enforced company policies and industry standards for automotive service
• Monitored customer feedback and implemented customer service initiatives
• Established customer relations and handled customer complaints
• Conducted interviews, trained and managed a team of automotive technicians
• Analyzed and addressed problems in the service process

Experience 15+ Years

Level Director

In addition to this, be sure to check out our resume templates , resume formats ,  cover letter examples ,  job description , and  career advice  pages for more helpful tips and advice.

What should be included in a Automotive Service Manager resume?

A Automotive Service Manager is responsible for overseeing the daily operations of a service department for a car dealership. They are expected to ensure customer service, compliance with regulations, and the overall financial health of the service department. When crafting a resume for such a position, there are certain elements that should be included in order to stand out to potential employers.

• Summary: A brief overview of your experience in the industry, emphasizing your accomplishments, successes, and skills that are applicable to the role.
• Education: Include any relevant degrees, certifications, or other qualifications that you have earned in the automotive industry.
• Experience: Detail the automotive experience you have acquired over the years, including the positions you have held, the companies you have worked for, and the accomplishments you achieved in each role.
• Skills: Include the technical and managerial skills that are essential to the role, such as customer service, financial management, and problem solving.
• Achievements: Highlight any awards or recognition that you have received for your work in the automotive field.

By including these elements in your resume, you can show employers that you are the best candidate for the Automotive Service Manager role.

What is a good summary for a Automotive Service Manager resume?

An Automotive Service Manager is responsible for managing a team of automotive service technicians, overseeing service operations, resolving customer inquiries and complaints, and ensuring all service operations are running efficiently and effectively. A good summary for an Automotive Service Manager resume should include highlights of the candidate’s experience in managing a team, administering employee training and motivation, diagnosing automotive problems, and ensuring customer satisfaction. The summary should also emphasize the candidate’s knowledge of automotive systems, technical skills, and strong customer service skills. Additionally, the summary should mention the candidate’s ability to work under tight deadlines and handle multiple projects simultaneously.

What is a good objective for a Automotive Service Manager resume?

A good objective for a Automotive Service Manager resume should highlight the skills and qualities that make you a valuable asset for the organization. It should also demonstrate your qualifications, experience, and motivation for the job.

Here are some examples of objectives for an Automotive Service Manager resume:

• To utilize my 10+ years of experience in the automotive service industry to manage and lead a team of technicians to improved customer satisfaction, increased efficiency, and reduced costs.
• To provide excellent service and customer support utilizing my knowledge of automotive diagnostic technology, repair techniques, and my strong organizational and interpersonal skills.
• To manage a team of technicians to produce high quality service and customer satisfaction, while ensuring that all safety and repair standards are met.
• To leverage my experience in the automotive service industry to provide high quality service and customer satisfaction while increasing efficiency and reducing costs.
• To lead and motivate a team of technicians to maximize customer satisfaction while maintaining the highest safety and repair standards.

How do you list Automotive Service Manager skills on a resume?

When creating a resume for an Automotive Service Manager position, it is important to include the skills needed to perform the job effectively. Automotive Service Managers typically handle customer service, administrative, and technical tasks. To ensure that your resume stands out from the crowd, here are some Automotive Service Manager skills to include:

• Excellent Customer Service: Automotive Service Managers are responsible for consistently providing exceptional customer service. Being able to communicate effectively with customers and handle any customer service issues is essential.
• Technical Knowledge: An Automotive Service Manager should possess a comprehensive understanding of automotive repair and maintenance services. Knowledge of the latest automotive technology and engineering principles is important.
• Problem-Solving: An Automotive Service Manager is expected to be able to identify and solve any automotive problems that come up. A successful Automotive Service Manager will be able to think critically and troubleshoot any issues.
• Organizational Skills: Automotive Service Managers must be able to manage and coordinate the day-to-day operations of the service department. Being able to prioritize tasks and manage the workflow of the service technicians is critical.
• Time Management: An Automotive Service Manager must be able to handle multiple tasks while ensuring that service deadlines are met. Being able to work efficiently and manage time wisely is essential.
• Leadership: Automotive Service Managers are responsible for leading and motivating service technicians. Being able to give clear direction and handle personnel issues is important.

By listing these skills on your resume, you can show employers that you have what it takes to be an effective Automotive Service Manager.

What skills should I put on my resume for Automotive Service Manager?

When applying for an Automotive Service Manager position, it’s important to highlight your customer service, sales, and technical skills. Here are some key skills that you should include on your resume to demonstrate you have the knowledge and expertise for this role:

• Customer Service: Automotive Service Managers need to be able to provide excellent customer service to ensure customers are satisfied with their service. This includes being able to listen to customer needs and provide solutions to their problems.
• Sales: As an Automotive Service Manager, you need to be able to upsell customers on additional services or products. This requires good communication and sales skills.
• Automotive Knowledge: Automotive Service Managers should have a deep knowledge and understanding of automotive systems and components. This includes being able to identify issues with vehicles and provide efficient solutions.
• Technical Skills: You should highlight your proficiency with automotive tools and software such as diagnostic tools and customer relationship management software.
• Organization: Automotive Service Managers need to be able to stay organized and on top of customer requests and manage the schedule of technicians. This requires strong organizational skills and the ability to multi-task.
• Leadership: Automotive Service Managers need to be able to lead a team of technicians and ensure tasks are completed accurately and on time.

Highlighting these skills on your resume for an Automotive Service Manager position will help you stand out from other applicants and demonstrate your experience and qualifications for the role.

Key takeaways for an Automotive Service Manager resume

If you are an Automotive Service Manager looking for a new job, there are some key takeaways you should consider when writing your resume. Here are five key takeaways for an Automotive Service Manager resume.

• Highlight Your Technical Skills: Automotive Service Managers must be knowledgeable in repairs and maintenance of all types of vehicles. Make sure your resume demonstrates your technical skills, such as experience diagnosing and repairing vehicles, as well as proficiency with specialized tools and equipment.
• Show Your Customer Service Skills: Automotive Service Managers must be able to interact with customers and provide them with the best service possible. Make sure your resume reflects your customer service skills, such as your ability to communicate effectively and build rapport with customers.
• Demonstrate Your Leadership Skills: Automotive Service Managers must be able to lead a team of technicians and ensure that the work is completed to a high standard and on time. Make sure your resume showcases your leadership skills, such as your ability to delegate tasks and motivate workers.
• Show Your Management Skills: Automotive Service Managers have to manage a service center, including scheduling, budgeting, and handling customer complaints. Showcase your management skills, such as your ability to manage a team and coordinate multiple projects.
• Include Your Automotive Certifications: Automotive Service Managers need to be certified in order to work in this field. Make sure your resume includes any automotive certifications or degrees you have.

By following these key takeaways for an Automotive Service Manager resume, you can ensure your resume stands out from the competition and shows potential employers that you are the right fit for the job.

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