Mission
The Operations Manager is responsible for the entire CT Service Operations within Atlas Copco (Philippines) Inc.
Responsibilities
Workshop Management
* Organize, supervise and maintain discipline over all workshop activities and ensure good housekeeping throughout the workshop and its vicinity
* Implement good maintenance intervention and upkeep service vehicle cleanliness at all times
* Ensure that all workshop equipment are properly maintained and calibrated to reduce downtime.
* Monitor subcontractors or suppliers on job quality and negotiate on related work or services costing
Products and Processes
* Ensure the efficient arrangement of technicians’ daily assignment in meeting the customer service requirement
* Execute/Implement Service Contract and related services to the customers
* In coordination with the Customer Support Manager, monitor and execute the 24-hour customer-care system
* In coordination with the Customer Support Manager, monitor and control Work-In-Progress (WIP) to a minimum and ensure the timely and proper close-out of all service jobs
* Maintain relevant records and report on regular intervals on service operations performance
* Responsible for the establishment and implementation of all quality procedures related to service operation
* Coordinate with Technical and Customer Support Managers to reinforce strength and improve weakness in the workflow chain
Customer Satisfaction
* Coordinate with Technical and Customer Support Managers to resolve customer disputes with regards to all service deliverables and their performance
* Coordinate with Technical and Customer Support Managers to evaluate customer feedback and take corrective actions when required
People Management
* Plan, prioritize and organize tasks and activities for the service team to maintain the highest productivity and quality.
* Responsible to equip the service team with all necessary tooling and equipment
* Monitor the performance and evaluate the training needs for all FSEs/Staff in collaboration with respective supervisors including branches as well as the Technical Manager
* Assess current and future staffing needs based on organizational goals and budget realities. Using merit principles, ensures staff are appropriately developed, utilized, appraised, and rewarded; takes corrective action.
General
* Implement all instructions as directed by the Head of Department.
* Any other duties which may be assigned from time to time by the Business Line Manager for CTS Operations or the General Manager - CT
Requirements
Experience
* Minimum of five (5) years’ managerial experience in a technical, engineering, or after-market service environment, with strong analytical skills, people management, and business acumen.
Knowledge
* Proficient in computer applications and systems
* Strong background in Technical Service Operations Management
* Solid expertise in Customer Relationship Management
* Skilled in Resource Planning and Staff Management
Education Requirements
* University/College Degree qualification in technical / engineering or business discipline
Benefits Upon Hire
* Group Corporate Travel Insurance
* Group Life Insurance
* Meal Allowance
* Mobile Allowance/Mobile Plan
* Online Training Programs
* Personal Accident Insurance
* Service vehicle
* Birthday GC
* Coffee Allowance - Monthly
* Rice Allowance - Monthly
* Medicine Allowance
* Company Events
* HMO
* International Training Programs
* Bigger Regular Holiday Payment
* Uniform
* Christmas Token
* Sick Leave
* Prolong Sick Leave
* Vacation Leave
Benefits Upon Regularization
* Christmas Door Prize
* Annual Salary Review
* Medicine Allowance
* Medicine Subsidy (70/30) - Group Hospitalization Plan
* Gratuity Pay
* Salary Loan
* Wedding Gift
* Service Award
* Retirement Plan
* Bereavement Benefit
* Bereavement Leave
* Additional Anniversary Leave
Other Perks
* Free medical exam
* A friendly, family-like environment
* Plenty of opportunity to grow and develop
* A culture known for respectful interaction, ethical behavior and integrity.
* Access to global Job opportunities, as part of Atlas Copco Group
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