Customer Service Manager

Your role

As a Customer Service Manager, your mission is to take responsibility for the complete customer service experience which includes all service administration and planning the day to day work schedules, ensuring that all planned service requirements are met in a timely and efficient manner. You will report to Business Line Manager.

You will

• Manage and develop the service coordination team into a modern, professional, and cost-effective business unit with a strong customer dedication.
• Collaborate closely with the CTS team to successfully implement business growth strategies and regional target.
• Support and actively participate in the training and development of your team members.
• Focus on best practices and consistency in operations, planning, and logistics, including utilization, WIP, Invoicing, AR and SP backlog management.
• Maintain a high focus on the service business, ensuring service plans and fixed prices are successful products.
• Liaise closely with Service Managers to ensure their teams are properly and effectively supported.
• Maintain good communication between the team and customers, continuously improving customer satisfaction.
• Embrace the NPS process to build a strong platform for customer satisfaction, ensuring the team is aware of scores and progress.
• Manage and maintain planned service orders and facilitate efficient closure of service orders approved for invoicing.
• Ensure regular management of service orders and proactive communication of changes to customers through coordinators.
• Oversee and manage the quality and accuracy of service orders created by coordinators, including contacts, parts, delivery and completion dates.
• Assist team members and ensure smooth logistics and procurement processes, providing feedback on parts delivery issues.

To succeed, you will need

We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.

You have 5-8 years of experience.

• Must be self-directed with excellent organizational, supervisory, interpersonal, verbal and written communication, and problem-solving skills.
• Must be able to manage multiple priorities with a flexible, proactive attitude and a strong commitment to customer service.
• Must possess calmness and patience to communicate effectively with various departments.
• Must have leadership abilities, be a team collaborator, self-motivated, and possess negotiation and presentation skills.

In return, we offer

• Excellent working conditions and benefits
• Part of the Atlas Copco Group with a wide-reaching internal job market
• Work in a global diverse and dynamic environment 
• You can grow with us: we always look for internal candidates before checking the market and have training and development programs 
• We have a friendly, family-like atmosphere – and that is not just a claim on the wall, it’s a true fact 
• You can be creative and promote your own ideas     
• Every day brings new challenges and new things to learn

Job location

This role offers a hybrid working arrangement, allowing you to split your time between working remotely and being on-site at our (insert organization here) in Taoyuan, Taiwan.

Contact information

 Talent Acquisition Team: HR Department