(PB) Regional Customer Service Manager

 Key Responsibilities 

·         Responsible for the day-to-day operations of the Customer Support department including management of budget, inventory and manpower resources 
·         Oversee the achievement and maintenance of agreed customer service levels and standards and take ownership of customers’ issues and resolve them through local resources 
·         Review and deploy strategies to ensure that Customers are supported in a timely and effective manner 
·         Collect and analyse statistics and compile accurate reports to monitor monthly performance indicators, assess the results and undertake improvement actions when necessary 
·         Build strong relationships with internal and external business partners 
·         Manage and control facilities, infrastructure and inventories required for service activities 
·         Recruit, guide and develop the Customer Support team 
·         Assist in building strong relationships with partners and third-party agents, ensure maintenance of those relationships and delivery of quality service on behalf of company on a daily base 
·         Evaluate partners and third-party agents service quality and pricing, and appoint and replace when necessary 
·         Responsible for insuring OSHA (Occupational Safety & Health Act) standards and company safety policies are complied with at all times. 
·         Conducts periodic audit of service work orders to ensure compliance with company and regulatory procedures 
·         Review the Quality Management System requirements and ensure operations are complying 
·         Control and deploy resources to achieve efficiency inside the region/function 
·         Approve or reject service invoices 
·         Approve or reject amounts incurred in the ordinary operations of the department 

Bachelor in engineering, Electrical/Electronics/software 
Recognized certification in Computer Technology or similar field 
 Prior experience in Marine  or Shipping relevant environment
People Management experience  



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