Mexico Service Manager

Description

Job Summary: Manages and supervises service specialists to ensure customer satisfaction and compliance with quality and efficiency standards. Key Highlights: 1. Manages service teams to ensure customer satisfaction. 2. Implements continuous improvement projects in service processes. 3. Maintains high standards of quality and productivity in after-sales service. **Job Details** ----------------------- * **Country:** Mexico * **Scope of Position:** Local * **Business Area:** After-Sales Service * **Discipline:** Regional After-Sales Service Management * **Talent Level:** NT 4 – Junior Manager / Head / Leader **Purpose of the Position** ------------------------ To satisfy customer needs through proper management (service specialists and assistants) and deliver high-quality service aligned with company objectives, providing solutions that guarantee customer satisfaction while maintaining quality, productivity, and efficiency standards and indicators for the After-Sales Service area.**Decision-Making (Inherent to the Position)** ------------------------------------------- TBD**Areas of Responsibility (What is done / How it is done / Why it is done) – Indicator** -------------------------------------------------------------------------------------- **Areas of Responsibility:** Manage and ensure service specialists’ adherence to protocols to guarantee customer satisfaction. Achieve KPIs for TSS, productivity, completed services, first visit rate, customer satisfaction survey, service quality, and use of mobile devices and monitoring tools—through services performed by specialists. Monitor and track corresponding repair service orders against customer-requested dates to ensure customer satisfaction. Ensure timely and appropriate assignment of routes to each service specialist according to assigned zones, meeting promised visit dates, and managing human resources (in-house specialists and authorized support workshops). Report operational service deviations (involving in-house specialists and authorized support workshops) promptly and apply PAL where applicable. Foster a positive work environment among employees to encourage communication and cooperation within the team. Implement and develop continuous improvement projects in service processes. Handle and prioritize services arising from PROFECO demands and complaints received by the Executive Office. Execute cyclical and semi-annual inventory processes for service advisors, ensuring clarification procedures, reconciliation of discrepancies, and generation of debt acceptance letters, as well as return of spare parts by service advisors. Support accounts receivable collection processes, clarify price discrepancies on service orders, generate credit notes (NC) and supplementary service orders (OS), submit non-warranty service cut-offs to Accounts Receivable (CXC), sell insurance policies, and sell spare parts. * **Indicator:** TSS: 4 days Customer Satisfaction Survey First Visit Rate Productivity, Recurrence Rate Spare Parts Ratio Gallup Overall KPIs Complaint Rate and TSS Complaint Rate Inventory Compliance Rate Accounts Receivable (Overdue) **Education, Experience, Key Skills, and Interaction Network** ------------------------------------------------------------------ * **Education:** Completed Bachelor’s Degree * **Field of Study:** Business Administration / Corporate Administration * **Specialized Knowledge:** Personnel management, repair order monitoring, SAP, CRM, Fiscal Vault, Mercado Pago payments, ServiceNow, blueprint visualization, quotation tools, customer service and support * **Languages and Proficiency Level:** Intermediate English (desirable) Experience * **Years of Experience:** 2–4 years * **Area:** After-Sales Service * **Industry:** Service * **Position:** Leadership Role Interaction Network * **Immediate Superior (Position):** Traditional Service Manager / HE / Regional Service Manager * **Subordinates (Positions):** Service Advisors / Assistants / Warehouse Clerk * **Internal Company Suppliers (Positions with Highest Interaction):** All After-Sales Service areas * **External Suppliers:** Support Workshops / Local Courier Services * **Internal Company Customers (Key Departments):** Procurement / Engineering / Quality / Finance / Human Resources * **External Customers:** End customers and final consumers