Service Manager

Role
Reporting to Operations Director, the Service Manager is responsible for managing  post-delivery service support within Europe, exceeding performance standards and customer expectations. Working closely with the Service, Engineering and Techology Teams, the Service Manager defines the service department’s strategic direction and roadmap. The successful candidate will be commercially astute, with experience of managing Service Level Agreements (SLA’s). 
 
Key Responsibilities:
1. SLA Management:

• Maintain, refine and continuously improve the structures and processes required to effectively deliver SLA commitments, building on foundations already in place. Own and manage SLA’s ensuring all requirements are met, and proactively identify opportunities to strengthen and mature existing processes. 
• Develop and reports on SLA performance for internal and external stakeholders.
• Coordinate with Project Management to facilitate a seamless transition from delivery to post-delivery support, and with the Sales Manager to ensure a smooth handover of SLA-related commitments.

2. Commercial Management: 

• Be involved from the SLA negotiation stage onward, reviewing and providing sign-off on any deviations from the standard contract from a service delivery perspective.
• Manage the commercial and financial aspects of SLAs, including raising invoicing requests with the Accounts team and maintaining oversight of SLA-related costs versus revenue.

3. Technical Support: 

• Oversee the ticket intake process, ensuring customer queries submitted via JIRA or phone support are captured, triaged and routed effectively by the Ticket Coordinator.
• Collaborate closely with the Technical Service Coordinator on the scheduling of customer site visits and technical support, providing input on service priorities.
• Act as the escalation point for critical service issues or cases of customer dissatisfaction that fall outside of standard process.
• Provide FRACAS reporting and data analysis from the ticketing system.

4. Customer Relations:

• Be the first point of contact for customer queries.
• Address customer inquiries and concerns promptly, ensuring a high level of customer satisfaction.
• Represent the voice of the customer internally, feeding back customer needs and satisfaction levels to relevant teams, while identifying potential upselling opportunities

●    Flexible working hours (hybrid model with offices in Brno, Brumov-Bylnice, and home office).
●    Motivating salary package.
●    Quarterly bonuses.
●    Exciting Industry Sector which is full of innovations.
●    Professional growth, educational support, and team growth opportunities.
●    25 days of vacation and 5 sick days.
●    Human-centric approach and team support.
●    Opportunity for international training.
●    Meal and phone allowance.
●    Company events (Czech and Great Britain colleagues).
●    Multisport, fruit days.