Current jobs related to Service Manager - Toa Payoh - Viasat, Inc.
-
Service Manager
6 days ago
Toa Payoh, Singapore HAIROBOTICS Full time1.Tender & Contract Management - Prepare tender documents, manage after-sales service quotations, and review contract risks. 2.Project Handover & Risk Control - Lead project handover processes, develop risk mitigation strategies, and ensure smooth transitions. 3.On-Site Service Supervision - Oversee on-site service teams and technical experts to ensure...
-
Customer Service Manager
1 week ago
Toa Payoh, Singapore Presto Drycleaners Pte Ltd Full timeAs the **Customer Service Manager**, you will be the face of our brand, responsible for ensuring that every customer interaction is positive, seamless, and exceeds expectations. You’ll lead our team of dedicated counter service staff at our 11 outlets islandwide, seek to optimise processes, and implement strategies that enhance the overall customer...
-
Service Delivery Manager
2 weeks ago
Toa Payoh, Singapore MyRepublic Full time**1.Leadership and Collaboration** - Cross Functional Leadership - Lead a diverse team comprising business and technical experts to deploy effective IT solutions, delivering tangible business value while upholding high levels of customer and partner satisfaction. - Vendor and Partner Collaboration - Collaborate closely with external vendors, group partners,...
-
Assistant Service Manager
2 weeks ago
Toa Payoh, Singapore Day One Pte Ltd Full time**Responsibilities**: - Assist the Outlet Manager in the operations of outlet - Drive revenue, maximise profits and minimize cost of the outlet - Establish good relations with guests, handle all guest requests or enquiries in a prompt, professional and sincere manner - Ability in handling customers’ feedback and maintaining high service standards -...
-
Service Delivery Manager
2 weeks ago
Toa Payoh, Singapore Huang He Consultancy Pte Ltd Full time**Brief Description**: To provide service excellence to customers, ensuring tasks are done timely and organised manner. Able to manage a team of below 18 members and ensure SOP is in place. **Job Descriptions** - Report to Senior SDM, Services for day to day activities - Manage the performance of services and ensure that Service Levels are achieved -...
-
Service Delivery Manager
2 weeks ago
Toa Payoh, Singapore Huang He Consultancy Pte Ltd Full time**Brief Description**: To provide service excellence to customers, ensuring tasks are done timely and organised manner. Able to manage a team of below 18 members and ensure SOP is in place. **Job Descriptions** - Report to Senior SDM, Services for day to day activities - Manage the performance of services and ensure that Service Levels are achieved -...
-
Service Delivery Manager
2 weeks ago
Toa Payoh, Singapore Huang He Consultancy Pte Ltd Full time**Brief Description**: To provide service excellence to customers, ensuring tasks are done timely and organised manner. Able to manage a team of below 18 members and ensure SOP is in place. **Job Descriptions** - Report to Senior SDM, Services for day to day activities - Manage the performance of services and ensure that Service Levels are achieved -...
-
Service Delivery Manager
2 weeks ago
Toa Payoh, Singapore Huang He Consultancy Pte Ltd Full time**Brief Description**: To provide service excellence to customers, ensuring tasks are done timely and organised manner. Able to manage a team of below 18 members and ensure SOP is in place. **Job Descriptions** - Report to Senior SDM, Services for day to day activities - Manage the performance of services and ensure that Service Levels are achieved -...
-
Assistant Service Delivery Manager
2 weeks ago
Toa Payoh, Singapore Huang He Consultancy Pte Ltd Full time**Brief Description**: This role requires overseeing multiple small to mid-size accounts. To provide service excellence to customers, ensuring tasks are done timely and organised manner. Able to manage a small-scale team of below 20 and ensure SOP is in place. **Job Descriptions** - Manage the performance of services and ensure that Service Levels are...
-
Assistant Service Delivery Manager
2 weeks ago
Toa Payoh, Singapore Huang He Consultancy Pte Ltd Full time**Brief Description**: This role requires overseeing multiple small to mid-size accounts. To provide service excellence to customers, ensuring tasks are done timely and organised manner. Able to manage a small-scale team of below 20 and ensure SOP is in place. **Job Descriptions** - Manage the performance of services and ensure that Service Levels are...
Service Manager
3 weeks ago
About us:
One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.
What you'll do:
The Service Manager is a customer-facing role for performance matters. You will be, in coordination with the relevant Account Manager who handles the commercial matters, the point of contact for your portfolio of customer accounts; you will act as a Technical Account Manager and will be accountable for the Customer Satisfaction. You will be seen as a trusted partner by the dedicated accounts on technical matters, including but not limited to, operational performance viewpoints, supplying direct customer feedback and performance issues into the wider organization, including COO Problem Management, Business Improvement and Service/Product improvement teams.
Overall, the aim of this role, and of the team, is not to wait for enquiries and reply. We want to be proactive, to detect issues, to inform the customer before they identify the impact by themselves. We want to build a trusted customer relationship. This requires a significant level of technical analysis, including technical investigations, daily.
Being the main point of contact, your remit includes to ensure that customer performance and technical inquiries are promptly and accurately answered (you may have a level 1 role or be a point of escalation depending on the cases); to raise repeated issues to COO Problem Management; to identify improvements (of the product or of our processes); to coordinate with internal customers and external suppliers/partners; to coordinate Change Requests; to proactively inform Customers of planned and unplanned events; to optimize our SLA in accordance to the contract.
As a Service Manager, you will be responsible for sharing standard processes across the team, and with the other teams within the Inmarsat organization. This includes raising customer feedback with internal partners, providing inputs to improvement programs, being accountable for restoring trust (Tactical Service Management) on accounts that have performance issue and Customer Satisfaction on strategic accounts (Strategical Service Management).
As all members of the team, you are an actor of the coordination and efficiency of our team. Beside your key responsibilities, as a member of the group you handle urgent requests when they are outside working hours of other team members (other time zones, other working days in different countries).
The day-to-day:
- Manage effective communication both internally and externally, ensuring that the business is fully aware of risks and mitigation
- Ensure proper follow up of the inquiries (technical and others) raised by the customers, ensuring prompt follow up is provided by the team and challenging answers to ensure their accuracy and understanding
- Be the critical contact point for the dedicated accounts for a variety of performance issues, supporting both internally and externally with providing feedback on corrective action in response to problems management issues and monitoring, measuring and reviewing results
- Perform investigations related to the Customers you are responsible for
- Identify and raise difficulties, performance issues and recurrent defaults
- Effectively communicate with customers the level of performance for the accounts, including known issues
- Ensure the business and the management are fully aware of risks and mitigation
- Coordinate investigations with external partners (e.g., OEM) when appropriate in coordination with the Supplier manager and track resolution
- Support the smooth transition from Program Management when new fleets or new platforms enter in commercial service
- Coordinate changes requested by the Customer to ensure expectations are met
- Timely deliver reporting and analysis including inputs from relevant internal or external customers
- Identify and propose improvement opportunities
- Follow up on internal action plans to improve Service performance and emphasize their benefits to the customer
- Be the voice of your customers and their consumers during internal meetings
What you'll need:
- Degree in Engineering (or equivalent technical rating)
- Relevant experience can compensate for lack of formal education
- Strong technical background to understand our complex environment (Aeronautics / Maritime / Land, Telecom, Satellite communications)
- Previous experience in at least 1 of the following areas:
- Maritime operations
- Aeronautics
- Commercial aviation operations
- Satellite communication
- Telecommunication
- Strong, pro-active relationship management skills and ability
- Clear and concise communication skills; ability to art
