Service Manager

Your main responsibilities will be

• Managing employees within the commercial aspect of the customer complaint management, the technical aspect of the customer complaint management, and from the diagnostics standpoint.
• Ensure that all complaints are handled in accordance with ZA Group standards.
• Oversee documentation to ensure it is in accordance with ZA Group standards and that data is maintained for evaluations.
• Coordination of escalations and quality issues within the organization.
• Oversee the end-to-end management of customer claims, ensuring they are handled promptly and efficiently.
• Act as the main point of contact for escalated claims, resolving complex issues and ensuring a positive customer experience.
• Supervise and guide the Service teams, providing training, performance evaluations, and ongoing support.
• Assess and investigate customer claims by gathering relevant data, communicating with customers, and collaborating with internal departments to resolve issues and determine appropriate solutions.
• Ensure all claims are processed in accordance with company policies, legal standards, and industry regulations by staying up to date with changes in relevant laws and best practices to ensure compliance.
• Communicate effectively with customers, ensuring they are informed about the status of their claims.
• Provide clear explanations, set expectations, and resolve any dissatisfaction or conflicts.
• Prepare regular reports on the status and outcomes of claims.
• Identify trends or recurring issues and work to improve processes and customer service standards.
• Work closely with other departments (e.g., Legal, Finance, Operations) to facilitate the claims process and ensure smooth resolution.
• Recommend improvements to policies, procedures, and systems to enhance the customer claims process and increase efficiency.
• Ensure that all employees are working in accordance with current external and internal policies.
• Identify, train, and develop key stakeholders within the Service department

Job Requirements

• Successfully completed technical or commercial vocational training
• Experience in quality management
• Independent, autonomous and solution-oriented way of working
• Experience in the automotive or aviation industry preferred
• Familiar with customer claims and claims processes
• Prior management experience required
• Experience building a Service team

We offer