Reporting to the Commissioning and Service Manager, the Service Manager will be responsible for managing after sales service support within Europe, exceeding performance standards and customer expectations. The successful candidate will be commercially astute and have experience of managing Service Level Agreements (SLA’s) and providing customer technical support.

Key Responsibilities:
SLA Management:

• Establish the structures and processes to effectively deliver SLA commitments.
• Own and manage SLA’s ensuring all requirements are met.
• Develop and reports on SLA performance for internal and external stakeholders.
• Coordinate with Project Management to facilitate a seamless transition from delivery to post delivery support.

Technical Support: 

• Be the first point of contact for customer queries.
• Coordinate and schedule customer site visits and technical support.
• Own and maintain ticketing system for capturing, managing and tracking customer service requests.
• Provide FRACAS reporting and data analysis from ticketing system.
• Remotely monitor installations ensuring power generation is maximised.
• Review site alarms, ensuring notifications and alarms are acted upon promptly.
• Support business process improvements and reporting functionality in relation to service tickets and SLA management.

Customer Relations:

• Be the first point of contact for customer queries.
• Address customer inquiries and concerns promptly, ensuring a high level of customer satisfaction.
• Establish strong relationships with existing customers.