A Service Manager is responsible for overseeing and managing the service department within an organization. This role involves ensuring customer satisfaction, optimizing service delivery, managing the service team, and maintaining service standards.

Team Management

Supervise, mentor, and train service technicians and support staff.
Schedule and assign work to service personnel, ensuring optimal use of resources.
Conduct regular performance reviews and provide feedback to team members.
Foster a positive and productive work environment.

Customer Service

Address customer inquiries, complaints, and service requests promptly and professionally.
Ensure customer satisfaction by providing high-quality service and resolving issues effectively.
Develop and maintain strong relationships with customers.

Operations Management

Oversee the daily operations of the service department, including workflow management and quality control.
Monitor service processes and implement improvements to enhance efficiency and effectiveness.
Maintain accurate records of service activities, including work orders, customer interactions, and inventory.
Monitor departmental results and main KPIs for all relevant functions and recommend measures if needed.

Financial Management

Manage the service department's budget, including labor, parts, and overhead costs.
Monitor and analyze financial performance, identifying opportunities for cost reduction and revenue growth.
Prepare and present financial and operational reports to senior management.

Inventory and Supply Chain

Ensure adequate inventory levels of parts and equipment needed for service operations.
Work with suppliers to negotiate contracts, prices, and delivery schedules.
Track inventory usage and reorder supplies as needed.

Continuous Improvement

Identify areas for improvement within the service department and implement initiatives to enhance service quality.
Stay updated on industry trends, technologies, and best practices.
Arrange training programs for service personnel to improve their skills and knowledge.
Liaise with other departments (e.g., purchasing, sales, logistics) to coordinate and prioritize activities.

Location / Infrastructure

Provide a safe and powerful environment and streamline processes for the best efficiency within the department.
Initiate and implement programs in close collaboration with the Head of Safety Sales and Service to improve the utilization of infrastructure and resources within the department and to optimize efficiency.

Compliance

Ensure compliance with the Principles of Business and Conduct in the Dräger Group and local laws and regulations.
Ensure compliance with occupational safety and health laws and other applicable regulations.
Ensure all dispatch activities comply with company policies, safety regulations, and legal requirements.
Stay updated on relevant shipping regulations and best practices.
Ensure compliance with safety regulations, company policies, and industry standards.
Adhere to all health and safety procedures/requirements when handling all equipment.

Communications and Brand

Support Brand recognition.
Responsible for Internal Communications within the department.
Relationship Management with Distributors, Customers, and all employees within the company.

Regulatory Affairs and Quality

Follow and/or adhere to the relevant processes and actions to obtain and maintain all relevant certifications, e.g. ISO, in close collaboration with the Head of Department and Quality Manager.
Ensure compliance with corporate, quality and environmental policies.
Prepare, implement, and monitor effective processes that provide the evidence of compliance with relevant directives, standards, technical, legal, industry or trade requirements.

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