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Service Desk Manager
2 months ago
Job Summary
We are seeking a highly skilled and experienced Service Desk Manager to join our team at Fluke. As a key member of our calibration department, you will be responsible for ensuring the smooth and efficient operation of our service desk, providing exceptional customer service, and driving business growth.
Responsibilities
- Manage and maintain all assets, including booking, traceability records, logistics, and product shipping.
- Effectively resolve technical questions and issues for Fluke customers, providing timely and accurate solutions.
- Lead and manage a team of Service Engineers, providing guidance and support to ensure excellent customer service.
- Maintain stores and inventory levels, ensuring optimal stock levels and minimizing waste.
- Assist in organizing and maintaining the workshop, ensuring compliance with health and safety regulations and quality standards.
- Drive continuous improvement within the department, identifying areas for improvement and implementing changes to enhance efficiency and productivity.
Commercial Responsibilities
- Proactively contact customers to drive revenue growth, managing reminder programs and ensuring timely follow-up.
- Own customer satisfaction, ensuring exceptional service delivery and exceeding customer expectations.
- Utilize Fluke's CRM system (Salesforce) to monitor and report on service targets, identifying areas for improvement and implementing corrective actions.
- Analyze and manage productivity, making recommendations for process improvements and driving business growth.
- Answer customer requests, prepare and send quotations, and assist with ordering and invoicing management.
Requirements
- Engineering qualifications, Business Administration, or equivalent experience required.
- Excellent communication skills, both verbal and written, with the ability to interact with internal and external customers.
- Experience in a customer-facing sales role, marketing, product planning, or product management would be desirable.
- Strong knowledge of database management, reporting, and analysis, with excellent PC skills.
- Experience with industrial products, sales, and training preferred.
Personal Skills
- Ability to work independently, prioritizing workload to meet deadlines and drive business growth.
- Excellent customer focus, maintaining a professional company image and ensuring exceptional customer service.
- Ability to adapt to changing priorities and deadlines, with a can-do attitude and a commitment to excellence.
