Assistant Service Manager

Job Detail

Service Operations Support • Support the Service Manager in the day-to-day operations of the service department. • Assist in coordinating service schedules, manpower allocation and resource planning to ensure efficient service delivery. • Monitor service activities to ensure customer requests, maintenance work orders and service reports are completed accurately and within agreed timelines. • Act as the secondary point of contact for service-related customer enquiries and escalations. • Prepare service performance reports, operational analyses and management presentations. • Coordinate with internal departments including Sales, Finance, Logistics, Purchasing to ensure seamless service operations. Maintenance Contract Management • Prepare maintenance contract proposals, quotations, renewals, and service agreements in accordance with company policies and customer requirements. • Manage the full lifecycle of maintenance contracts from quotation, negotiation support, execution, implementation, renewal and closure. • Maintain accurate records of all maintenance contracts, service schedules, pricing agreements and customer documentation. • Monitor contract validity, renewal dates, service obligations and contract profitability. • Coordinate preventive maintenance schedules and ensure contractual commitments are fulfilled in a timely manner. • Review customer service requirements and recommend appropriate contract coverage and service solutions. • Ensure contract terms, scope of work, service level agreements (SLAs), and billing requirements are clearly defined and properly communicated to all stakeholders. • Work closely with Finance to ensure accurate invoicing and timely collection related to maintenance contracts. • Track contract performance, service delivery compliance, and customer satisfaction levels. • Identify opportunities to improve contract administration processes and increase contract retention rates. Customer Relationship Management • Build and maintain strong relationships with customers through proactive communication and professional support. • Understand customer operational needs and recommend suitable maintenance solutions. • Ensure prompt response to customer enquiries, complaints, and service requests. • Foster a customer-centric approach that promotes trust, long-term partnerships, and customer loyalty. • Support customer meetings, contract reviews, and service performance discussions as required.