Manager, Customer Service

Job Description

Job Description:

The responsibilities of Operation Manager including ownership of the service operation process implementation, reporting, analysis, and productivity of all aspects.

This role will be the primary point of contact for the Sales Team, Professional Services, Marketing, Finance and other departments.

• Manage a successful order fulfillment team to ensure all orders can be entered and implemented correctly and timely, support service sales team meets or exceeds sales performance ,and improve customer experience .
• Lead installation team support instrument installation request from commercial and customer ,track and push the installation completion , and provide the accurate Forecast of defer revenue releasing , check and maintain extend warranty information in location system .
• In charge of Master data team to manage service request tickets and all kind of master data creation and maintenance ,including but not limited equipment information ,customer etc .
• Work with finance and supply Chain to ensure the parts delivery on to control the lead time of booking to revenue conversion .
• Responsible for the development and implementation of new processes and procedures for effective and efficient team operations.
• Organize regular review and meetings with other supporting function team and supported team make sure all operations efficient and problems solved timely, push teams to optimize continuously.
• Other Service operation works organized

• Bachelor degree and above.
• Strong Finance or data analysis skills and logical thinking capability. Good trouble shooting ability with teamwork across teams.
• 5+ years of service order management experiences, 2+ years of people management experiences
• Strong communication and persuading skills, especially in matrix organization structure.
• ERP& CRM system experience will be preferred
• Good at MS tools