Regional Service Manager - South

Role & responsibilities

A Regional Service Manager is responsible for ensuring the successful delivery and ongoing support of services to business clients. This role involves managing a team, overseeing service quality, and building strong client relationships to drive satisfaction and retention. They act as a bridge between the company and its B2B clients, focusing on proactive engagement, issue resolution, and continuous improvement of the service experience.

Here's a more detailed breakdown of the key aspects of a Regional Service Manager's role:

Key Responsibilities:

• Team Leadership and Management:

• Leading, mentoring, and motivating a team of service professionals.
• Setting performance goals and providing regular feedback.
• Managing team resources and ensuring efficient workflow.
• Maintaining overall Fleet uptime.

• Service Delivery and Quality Assurance:

• Ensuring timely and effective delivery of services to B2B clients.
• Monitoring service performance metrics (e.g., response time, resolution time, customer satisfaction).
• Identifying and addressing service-related issues and escalations.
• Implementing and maintaining service level agreements (SLAs).

• Client Relationship Management:

• Building and maintaining strong, long-term relationships with B2B clients.
• Proactively engaging with clients to understand their needs and ensure satisfaction.
• Acting as a point of contact for client inquiries and concerns.
• Gathering client feedback and advocating for their needs within the organization.

• Process Improvement and Optimization:

• Identifying opportunities to improve service processes and workflows.
• Developing and implementing strategies to enhance service efficiency and effectiveness.
• Analyzing service data to identify trends and areas for improvement.

• Onboarding and Training:

• Developing and delivering onboarding programs for new B2B clients.
• Training service staff on product knowledge, service procedures, and client communication.

Preferred candidate profile

• Strong leadership and management skills

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• Excellent communication and interpersonal skills

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• Proven ability to build and maintain client relationships

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• Proficiency in service management principles and practices

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• Strong analytical and problem-solving skills

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• Ability to work effectively under pressure and manage multiple priorities

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• Experience in the relevant industry or product domain

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• Familiarity with CRM and service management software

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• Bachelor's degree or equivalent experience

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