|
| POSITION DESCRIPTION | AIIA SURVEY OF SALARIES AND REMUNERATION PACKAGING AUGUST 2010 |
 | | Position Title: |
Branch/State Customer Service Manager |
| Position Code: | 3150 | | Career Level: | 5 |
|
|
Responsible for
Controlling customer service/support activities in a branch or state. Achieving customer satisfaction and financial objectives. |
| |
Reports To
Corporate Customer Service/Support Manager, Regional Customer Service/Support Manager or State Manager, depending on company structure. Service business may be organised as a separate company with this position reporting to a subsidiary General Manager. |
| |
Supervises
First Level Customer Service/Support Manager(s) and all Customer Service staff across the complete product range. |
| |
Main Activities
Delivering customer service, including both field and on-site services.
Achieving contractual obligations to customers (service level agreements) and financial objectives.
Coordinating day to day operations (possibly) through subordinate managers.
Planning resource requirements within the state/region (recruitment, technical training).
Providing service business inputs to large tenders.
|
| |
Key Skills
Generally incumbents will have strong technical backgrounds, however business management skills are equally important.
Developed skills in planning and organising large service delivery, financial analysis skills and the ability to influence customers at the highest levels.
|
| |
Internal Contacts
Branch Customer Service/Support Managers, State or Regional Sales and Marketing Management, Operations and Logistics Managers, Systems and Software Development. |
| |
External Contacts
Customers at senior management level, prospects, Distributors, Parts Suppliers, and Sub-contractors. |
| |
Typical Experience
At least 10-15 years of experience in customer service management. |
| |
Other Comments
Teams within the management control of this position may support systems ranging from PCs to mainframes. The service business may be either proprietary products or multi-vendor or both. Support/Service will be provided for software, hardware & networks. |
| |
| |
| |
