Purpose: 
The Service Manager will oversee the assigned service regional area, managing employees, finances, systems, teams, and compliance. Provide excellent customer service and ensure customer satisfaction by monitoring performance. 
Responsibilities:
Develop the service plan in coordination with Area Sales Management and the department Management, considering past sales and growth plans.
Prepare the annual budget for the area, including manpower and CAPEX at the branch and area level.
Set up and conduct training for dealer installation teams during the low season.
Train Shaker technicians on servicing and troubleshooting new products to ensure proper servicing and problem-solving in the field.
Coordinate training sessions for sales personnel and the service team on new product knowledge.
Visit sub-branches weekly to ensure compliance with Shaker service standards and monitor service KPIs (RTAT, service response, warranty policy, sub-branch productivity).
Verify service processes through the EMIS module for accurate timing and data.
Monitor daily part failure ratios and pending jobs, taking necessary measures such as technical assistance and solving installation issues.
Manage product returns by dealers or customers, ensuring proper actions such as repair, resale at a reduced price, dismantling for parts, or matching products with different models.
Review SAP reports to measure area service performance and implement corrective measures.
Oversee vehicle tracking systems and address violations.
Prepare monthly area service performance reports for branch management and the National Service Manager.
Conduct regular inspections of service center properties, including vans and workshop tools.
Ensure technicians' professional appearance and cleanliness.
Communicate behavior expectations to technicians, especially regarding installation mistakes.
Directly involve in CAC and applied product services needing technical support.
Strictly control parts usage in warranty and ensure the return of damaged parts to the spare parts department.
Develop and maintain customer service systems for better interaction and quality control.
Lead the Service department, ensuring alignment with Shaker Group’s vision, mission, values, and strategic priorities.
Recruit talent, promote a high-performance culture, and ensure effective communication and collaboration with other departments.
Participate in budgeting, ensure efficient resource use, and report on progress.
Manage day-to-day operations, ensure compliance, and implement efficiency strategies.
Recommend and implement improvements for quality and cost-effectiveness.
Drive a customer-centric culture, monitor satisfaction, and implement initiatives for better service.
Handle complex customer complaints and ensure compliance with regulations.
Establish KPIs, track performance, and analyze data for improvement.
Manage service operations, handle customer inquiries, and ensure prompt, efficient, and profitable service activities.
Ensure alignment with Shaker Group's vision, mission, values, and strategic priorities.
 
Requirements: 
Bachelor’s degree in Business Administration, Engineering, or a related field, 
At least 8 years of experience in a related field, with a minimum of 3 years in a managerial position.
Strong leadership abilities, capable of motivating and inspiring diverse teams.
Excellent customer service, communication, and interpersonal skills.
Financial acumen and budget management experience.
Ability to handle and resolve conflicts effectively.
Strong problem-solving and decision-making abilities.
Technical knowledge relevant to the industry.
Analytical mindset to interpret data and make informed decisions.
Knowledge of industry best practices and emerging trends in customer service.