Service Manager

Full Time
Remote
Posted Today
Job description

DESCRIPTION

JOB DESCRIPTION

Syncron is growing and expanding its business! We are currently looking for ambitious individuals who would like to join our Support team and take on new challenges as a Service Manager. The Service Management function works with providing Customer Success and added value to our customer base. As a Service Manager you will work as the link between the customer and the support organization.
You will join a global team and get to work with customers around the world.

WHO ARE WE?

Syncron is a supplier of complete solutions for optimizing and managing global supply chains in the aftermarket sector – our solutions are developed for global companies in the manufacturing and distribution industries. Our customer base includes global leaders such as Volvo, Nissan, Daimler, Hitachi, Kubota, CNHi and others.

WHO ARE WE LOOKING FOR?

We are looking for a Service Manager to join our Customer Excellence organization. Your main responsibilities will be to oversee the support delivery and be available as a link between the customer and support organization with a primary focus on customer satisfaction. The Service Manager will tailor the support delivery to each customer’s needs and make sure the customer receives maximum value from the services.

SOME TASKS YOU’LL GET TO DO:

  • Manage onboarding of new customers to Syncron support
  • Meet with customers on a regular basis
  • Manage customer expectations on service delivery and issue management
  • Plan the deliverables included in the support service
  • Act as single point of contact for support-related matters
  • Provide customers exceptional service and value
  • Act as escalation point for urgent support matters
  • Provide Service reviews on customer site or remote
  • Create and contribute to processes that will streamline and facilitate support deliverables

WHO ARE YOU?

To be successful in this role you should have a strong customer focus and a customer-centric approach. You should be able to handle a range of customer events, from escalations to business development. We also believe that you possess:
  • Great communication, interpersonal and presentation skills
  • Strong language skills in Japanese and English, both written and spoken
  • Experience with direct client management
  • Creativity, drive, and ability to work independently

NICE TO HAVE

  • Degree educated, preferably with a focus on Supply Chain Management, Business Administration and/or Computer Science or equivalent field
  • Experience with working in a customer support environment
  • Proven ability to manage both critical situations and long-term customer relationships
  • Ability to drive results, while guaranteeing continuous customer satisfaction and high delivery quality
  • Strong analytical skills and problem-solving capabilities
  • A solution-oriented mindset with a proactive approach

Company Overview
Syncron is the largest privately-owned global leader in intelligent SaaS solutions dedicated to End-to-End Continuous Service Lifecycle Management, and we are on a high-growth trajectory. Our solutions help leading manufacturers and distributors to capitalize on the world’s new service economy. We improve aftermarket business profitability, optimize working capital, increase customer loyalty, and enable our customer’s ability to transition successfully to future service-driven business models. Syncron’s offerings encompass leadership solutions such as: service parts inventory, price, equipment uptime, warranty, service contract, and field service management.


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