Service Manager

CORE RESPONSIBILITIES

Operational Leadership: Take full accountability for the Service Center’s performance. Direct and oversee all activities to ensure smooth, efficient, and highly profitable operations while maintaining world-class customer satisfaction levels.
Financial Management & Budgeting: Lead the preparation of yearly departmental budgets. Develop and execute sales forecasts for spare parts and consumables, ensuring the department meets or exceeds its revenue and margin targets.
Inventory & Supply Chain Oversight: Manage and optimize the inventory lifecycle. Approve all re-ordering of spares and consumables, ensuring a strategic balance between "healthy stock levels" and minimized capital tie-up.
Contract Management: Oversee the entire lifecycle of Maintenance Contracts for all products. Ensure 100% coverage of machines under contract and drive the timely issuance, renewal, and collection of service agreements.
Technical Team Management: Lead, mentor, and evaluate the performance of the Assistant Service Manager, Service Engineers, and technicians. Identify training needs to ensure the team remains expert in Ricoh and other represented brands.
Service Quality Assurance: Establish and monitor Key Performance Indicators (KPIs) such as Response Time, First-Time Fix Rate, and Machine Downtime to ensure service excellence.
Strategic Compliance: Ensure the entire department operates in strict compliance with company policies, international service standards, and health and safety regulations.
Key Account Support: Act as the final point of escalation for technical issues or customer grievances, maintaining strong relationships with high-value clients.
Reporting: Provide comprehensive monthly reports to Senior Management regarding operational efficiency, service profitability, and market trends.
General Management: Carry out any other strategic assignments as instructed by the Management/Board of Directors.