Service Delivery Manager
Johnson Controls
Kowloon Bay, Hong Kong, Hong Kong
4天前

What you will do

You will be responsible for the Truck-based service delivery functions for a service team, including : planned / unplanned technician scheduling & dispatch management, customer service requests coordination (from initiation to completion), parts management, billings & collections.

How you will do it

  • Prepares yearly, monthly and weekly execution plans for maintenance project scheduled service visits
  • Communicates the action plan and services to be provided directly to the customer. Ensures work has been performed to the customer’s expectations and performs follow-
  • up with the customer, as needed

  • Answers any customer inquiries and resolves or escalates customer issues, as appropriate
  • Ensures Technicians are provided daily schedules. Maintains consistent communication with assigned Technicians. Follows up on activities to ensure completion in an established time frame
  • Manage maintenance contract renewal activities including backlog report, contract scope, T&C and renewal schedule
  • Participates in business review meetings by preparing and discussing critical account information pertinent to current profitability status and customer satisfaction issues.
  • Assist with creation of quotation of repair and minor improvement work
  • Facilities administration of parts ordering, inventory, availability and warranty claims
  • Required

  • Diploma holder or above
  • Minimum 2 years service delivery management / project administration / business administration experience in engineering industry
  • Strong analytical, organizational, administrative skills and time management skills with ability to meet deadlines
  • Excellent attention to detail
  • High level of expertise in MS Office software including Outlook, Word and Excel
  • Preferred

  • Bachelor Degree in Engineering / Business Administration related disciplines
  • Experience in managing service operations / service scheduling in engineering industry
  • Adaptable to an innovative but also cost-driven environment
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