Executive recruitment company Monroe Consulting Group Indonesia is recruiting on behalf of a leading multinational company with a core business in medical devices. As expansion continues, our client is seeking a professional with at least 5 years' experience in field service and engineering in relevant industry for the job of field service manager. The job is based in Jakarta, Indonesia
Responsibilities:
- Contribute to the development and execution of operational policies and procedures aimed at enhancing efficiency.
- Maintain customer retention and ensure a high level of customer satisfaction.
- Assign as the primary contact for addressing customer issues, including those from indirect partner channels.
- Facilitate communication among different teams to address and fulfil customer requirements.
- Identify areas for improvement and spearhead projects to enhance processes and outcomes.
- Oversee staffing, training, and performance evaluations to improve the effectiveness of the customer service function.
- Hold the team accountable for achieving key performance metrics such as Response Time, First-Time Resolution, accurate closure of problem records (quality complaints), Field Utilization, and Customer Allegiance Score (CAS).
Qualifications:
- Possess a relevant educational background or substantial hands-on experience in a similar role.
- Have at least 5 years of experience in customer service within a related industry.
- Demonstrate proven success in team leadership and management.
- Demonstrated ability to manage multiple projects effectively with minimal oversight.
- Exceptional communication and interpersonal skills.
- Proficient in computer applications and technical knowledge.
- Demonstrate strong verbal and written communication abilities
