รับสมัคร Service Operation Leader (Shift)

Promptnow Co., Ltd.

หมวดหมู่ งาน Operation

จำนวนที่รับ 1 อัตรา

ลักษณะงาน

Job Overview: The Service Operation Leader is responsible for leading and managing the day-to-day operations of the service team in a software and hardware development company. The role requires a strong understanding of customer service principles and operational processes, as well as the ability to lead and motivate a team of service technicians and support staff to deliver outstanding customer service and achieve business objectives. This is a shift position, which may require working on weekends, holidays, and/or non-traditional work hours to ensure coverage of service operations. Key Responsibilities and Duties: - Develop and implement service strategies to support the company's sales goals, including pre-sales support, product demos, and post-sales customer support. - Coordinate with development/production team for establishing a timeline plan and monitoring the progress of the project. - Coordinate with development/production team for security/PENTest improvement task(s) of the project. - Manage customer inquiries, complaints, and service requests from both local and overseas customers, while maintaining high levels of customer satisfaction and retention. - Provide technical support to customers, including troubleshooting and resolution of technical issues, while ensuring compliance with service level agreements (SLAs) and customer expectations. - Develop and maintain relationships with key stakeholders, including customers, vendors, and partners, to ensure alignment and coordination of service delivery with business objectives, while identifying opportunities for collaboration and innovation. - Provide regular service reports and analysis to the Service Operation Manager and other stakeholders, including customer feedback, service metrics, and KPIs, while using data-driven insights to inform decision-making and problem-solving. - Research spare parts and product improvements for service operations, manage product helpdesk inquiries, organize the service team into shifts, and optimize costs and lead times. - Develop and maintain service manuals, training materials, and knowledge management systems to support service operations and ensure compliance with quality standards and regulatory requirements. - Stay up-to-date with industry trends and best practices related to service operations, while continuously improving service delivery and customer satisfaction through innovation and process improvement. - Lead and participate in cross-functional teams and projects related to service operations, including new product launches, process improvement initiatives, and customer experience enhancement projects, while ensuring alignment with business goals and customer needs. In addition to the above key responsibilities, the Service Operation Leader in this shift position may also be responsible for: - Traveling overseas occasionally to support service operations in other regions, which may involve working outside of regular business hours and adapting to different cultures and languages. - Ensuring compliance with relevant regulations and requirements for service operations in different countries, and collaborating with local teams and partners to ensure successful service delivery. - Communicating effectively with stakeholders in different regions, including customers, vendors, and internal teams, while demonstrating cultural sensitivity and adaptability.

คุณสมบัติผู้สมัคร

Qualifications: - Bachelor's degree in a related field or equivalent work experience. - 5+ years of experience in service operations or a related field, preferably in a software and hardware development company, with a track record of delivering outstanding customer service. - Strong leadership skills, with the ability to motivate and manage a team of service technicians and support staff, while promoting a culture of continuous improvement and excellence. - Excellent communication skills, with the ability to communicate effectively with customers, team members, and other departments, while demonstrating empathy, professionalism, and customer focus. - Strong analytical skills, with the ability to analyze data and identify trends and opportunities for improvement, while using data-driven insights to inform decision-making and problem-solving. - Experience with service management software and tools, preferably in a software and hardware development context. Strong organizational skills, with the ability to manage multiple tasks and priorities simultaneously, while maintaining attention to detail and accuracy. - Knowledge of quality standards and regulatory requirements, such as ISO 9001, ISO 27001, and PDPA regulations. - Ability to work independently and make decisions in a fast-paced, dynamic environment, while adapting to changing priorities and customer needs. - Willingness to work flexible hours as needed, including weekends, holidays, and non-traditional work hours, to ensure coverage of service operations.

เงินเดือน/ค่าตอบแทน

- ตามความสามารถผู้สมัคร

สวัสดิการ

สถานที่ปฏิบัติงาน

Hybrid (มีทั้งเข้าออฟฟิศ และทำงานที่บ้านได้)

จำนวนวันและเวลาทำงาน

5 วัน/สัปดาห์09:00 - 18:00 น.