Service Area Manager

Accriva Diagnostics · Sevilla

Responsibilities Key Accountabilities Service instruments in assigned areas, track all service requests, communicate with customers as needed, gather technical information, order required tools and parts, and plan efficient travel and schedules.
Responsibilities

Key Accountabilities

  • Service instruments in assigned areas, track all service requests, communicate with customers as needed, gather technical information, order required tools and parts, and plan efficient travel and schedules.
  • Perform installations and de-installations, ensuring customer and logistical requirements are met. Carry out preventive maintenance as needed.
  • Plan, organize, and assess customer service activities within the designated area.
  • Support FSEs with complex issues and guide them on escalating complaints within the organization.
  • Contribute to improving customer service quality by evaluating processes, setting service metrics, monitoring results, and driving process improvements within the team.
  • Identify opportunities to add value to other business areas like sales, marketing, and product development.
  • Coordinate with local management to oversee customer service activities in the area.
  • Monitor key operational performance indicators (KPIs), including FSE training, parts delivery, service costs and inventory management.
  • Track team performance based on productivity and service level KPIs.

Adhere to the company’s Code of Ethics.

Networking/Key relationships

This role involves working closely with various stakeholders. Effective communication is key, and you'll collaborate with customers and the local commercial team, FSEs, Help Line, Service Specialists and back-office departments among others.

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