Service Operations Team Leader

Orbit Communication System, a company that manufactures and develops advance satellite communication Systems, is looking for Service Operations Team Leader:

Requirements:

· Manage end-to-end RMA life cycle – Receiving, Planning, Shipping, ETC.

Coordinate and Collaborate returns, replacements, and repairs with internal departments (QA, production, Laboratories, purchase) vendors and manufacturers. Maintain accurate records of RMA transactions and address customer inquiries regarding RMAs.

· Oversee the development, implementation and evaluation of service delivery strategies to ensure alignment with the organization’s goals and objectives.

· Manage and allocate resources efficiently to support various service departments, ensuring financial targets are met without compromising quality.

· Lead, mentor, and develop a high-performing service team fostering a culture of excellence, accountability, and continuous improvement.

· Supervising and managing various aspects of service delivery, ensuring quality and adherence to standards.

· Establish and maintain strong relationships with key stakeholders, including clients, partners, and vendors, to enhance service offerings and address any concerns promptly.

· Design and implement policies and procedures that ensure compliance and efficiency with regulatory requirements and industry standards, safeguarding the organization’s reputation.

· Analyze customer feedback and service performance data to identify trends, anticipate needs, and develop strategies for enhancing customer satisfaction and loyalty.

· Spearhead the integration of innovative technologies and methodologies to streamline service operations, improve efficiency, and deliver superior customer experiences.

· Sharing insights and best practices while staying abreast of emerging trends and opportunities in the service sector.

· Monitor and analyze service metrics and KPIs to assess team and individual performance.

· Identify areas for improvement and implement corrective actions to ensure targets are exceeded, implement training programs to enhance skills and knowledge.

· Manage and responsibility for the service warehouse inventory, forecasting parts needs based on historical data and upcoming repair jobs. Placing orders to maintain optimal inventory levels, monitoring regularly assessing of current parts inventory.

· Manage and responsibility for the order intake and revenue of the service department. Building a service price list, sending quotations and invoices, sharing price offers for repairs, spare parts, service contracts and service activities.

Requirements:

·        Experience from a technology global company- mandatory

·        Practical / Hands on approach

·        Languages: High level English - mandatory

·        Experience with ERP information systems. Priority – Advantage

·        High level excel – Mandatory

·        Four years’ experience in customer service management / customer success management

·        Committed, devoted and honest

Education:

·        BA / industrial and management engineering – Advantage

Experience and Skills:

·        High-level decision-making, strategic planning, and leadership.

·        Leadership skills and the ability to drive colleagues effectively.

·        Understanding customer needs and providing excellent service.

·        Customer Service oriented- A strong customer centric attitude and mindset.

·        Excellent communication skills and a proven ability to develop long lasting relationships with clients.

·        Team player/Excellent interpersonal skills.

·        Self-learner, multitask and priorities workload oriented.

·        Ability to work under pressure and at unusual hours.

·        Problem-solving abilities to address customer inquiries and resolve issues promptly with an eye for details.

·        Excellent organizational and time-management skills.

·        High motivation and ability to improve, change and build processes and procedures to increased efficiency and productivity.

·        'Can do' approach.

·        Ability to work in teams and independently- Able to manage conflict well

·        Possessing a sense and affinity for technology.

·        Excellent written and verbal communication skills.