Service Supervisor

Job Purpose

The Service Operation Supervisor is responsible for overseeing daily service operations, ensuring efficient workflow, high-quality customer service, and compliance with company standards. This role supports the team in achieving performance targets and continuous improvement in service delivery.

Key Responsibilitis

• Leading the team of service technicians in the country. 
• Supervise and coordinate the daily activities of the service operations team including offering and planning the service jobs.
• Monitor service performance metrics (e.g., response time, resolution rate, customer satisfaction).
• Ensure compliance with operational procedures, safety standards, and company policies.
• Support onboarding and training of new service staff.
• Handle escalated customer issues and ensure timely resolution.
• Collaborate with other departments (e.g., logistics, technical support, sales) to ensure smooth service delivery.
• Prepare reports on operational performance and suggest improvements.
• Maintain accurate records of service activities and customer interactions.
• Implement and support continuous improvement initiatives.

Qualifications

• Proven experience in service operations or customer support (2–5 years).
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Problem-solving mindset and attention to detail.
• Familiarity with CRM systems and service management tools.
• Ability to work under pressure and manage multiple priorities.
• Technical background or industry-specific knowledge (preferred).
• Bachelor’s degree Engineering, Operations Management,  or related field.

Job location

Hybrid
This role offers a hybrid working arrangement, allowing you to split your time between working remotely and being on-site.