Service Manager

1. Technical Support & Consultation:

• Provide expert technical guidance to design, sales, and other relevant departments, covering areas such as airflow analysis, heat load calculations, sound level assessments, equipment selection, and product specifications for the company and other refrigeration systems.
• Assist the sales team by addressing technical inquiries related to the company products or other relevant systems, ensuring accurate and timely responses to customer queries.

2. Post-Installation Support:

• Support contractors in troubleshooting and resolving issues that arise after the installation of the company products or other related equipment, ensuring customer satisfaction and system performance.
• Conduct on-site visits with sales staff to provide hands-on support in resolving customer issues, ensuring that all technical problems are addressed promptly and effectively.

3. Team Leadership & Development:

• Assign and oversee service engineers to monitor contractor installations on-site, preventing errors and ensuring adherence to project timelines and standards.
• Lead the service team by recruiting, training, mentoring, and evaluating staff, fostering a culture of continuous improvement and high performance.
• Implement and enforce company policies related to service operations, maintaining a professional and disciplined work environment.

4. Confidentiality & Compliance:

• Protect sensitive information related to service operations, maintaining strict confidentiality to safeguard the company’s interests.
• Stay informed about and ensure compliance with Vietnamese regulations concerning the company products, updating relevant departments on any changes.

5. Knowledge Transfer & Training:

• Enhance professional and technical knowledge by attending industry workshops and training courses, subsequently transferring this knowledge to the sales team and other relevant departments.
• Translate and verify technical materials from English to Vietnamese, ensuring accuracy and relevance for the local market.

6. Inventory & Spare Parts Management:

• Oversee the control and management of spare parts inventory, conducting monthly stock checks to ensure optimal availability and reduce downtime.
• Develop and manage processes for efficient inventory control, minimizing waste and ensuring cost-effective operations.

7. Service Training & Quality Assurance:

• Organize and conduct service training courses for dealers and end users, ensuring they are well-equipped to operate and maintain the company products effectively.
• Maintain oversight of all activities related to the service department, ensuring high standards of service delivery and customer satisfaction.

8. Cross-Departmental Collaboration:

• Actively participate in technical task teams, providing support to other departments to achieve overall company objectives.
• Collaborate closely with other departments to share insights and ensure a unified approach to solving technical challenges.

Education & Experience:

• Bachelor’s degree in mechanical engineering, Electrical Engineering, Refrigeration Technology, or a related field.
• Minimum of 5 years of experience in a technical service or engineering role, with at least 2 years in a managerial or supervisory capacity, preferably in the refrigeration or food service industry.

Technical Expertise:

• In-depth knowledge of refrigeration systems, including design, installation, and troubleshooting.
• Proficiency in airflow analysis, heat load calculations, and sound level assessments.
• Familiarity with the company's products and related technologies is a strong advantage.

Leadership & Management Skills:

• Proven ability to lead and manage a technical service team, including recruitment, training, and performance evaluation.
• Strong organizational skills with the ability to manage multiple tasks and priorities in a fast-paced environment.
• Ability to create and implement standard operating procedures (SOPs) and ensure team compliance.

Communication & Interpersonal Skills:

• Excellent communication skills in both Vietnamese and English, with the ability to explain complex technical concepts to non-technical stakeholders.
• Strong interpersonal skills, with the ability to collaborate effectively with cross-functional teams, including sales, design, and finance.

Problem-Solving & Analytical Skills:

• Exceptional analytical and problem-solving skills, with a proactive approach to identifying and resolving technical issues.
• Ability to make informed decisions under pressure, ensuring the best outcomes for the company and customers.

Customer Service Orientation:

• Strong commitment to customer satisfaction, with a focus on delivering high-quality service and support.
• Experience in handling customer complaints and resolving technical issues in a timely and effective manner.

Continuous Improvement & Adaptability:

• A commitment to continuous learning and staying updated on the latest industry trends, technologies, and regulations.
• Adaptable and open to change, with the ability to implement new procedures and technologies within the service department.

Technical Certifications:

• Relevant technical certifications in refrigeration, HVAC, or electrical systems are highly desirable.
• Certification in project management or service management (e.g., PMP, ITIL) is an added advantage.

Additional Requirements:

• Willingness to travel for on-site support, training, and inspections as required.
• Strong commitment to the company’s values of quality, integrity, and customer satisfaction.