HEAD OF CUSTOMER SERVICE

Overview

Lead, mentor, and develop a team of service engineers, technical advisors, and support staff. Foster a culture of collaboration, continuous learning, and high performance. Oversee and manage all service activities, including maintenance, repairs, and technical support for maritime cranes and components. Ensure prompt and efficient handling of customer inquiries, complaints, and service requests. Build and maintain strong relationships with customers, acting as the primary escalation point for major issues. Understand customer needs and provide tailored solutions to enhance satisfaction and loyalty. Develop and implement customer service strategies aligned with Liebherr\'s goals and values. Monitor service performance metrics and identify areas for improvement. Drive service-related revenue streams, including maintenance contracts, spare parts sales, and technical training programs. Manage the department\'s budget, ensuring cost-effective use of resources. Plan and allocate resources to meet customer demand and operational goals. Prepare regular reports on service performance, customer feedback, and operational challenges. Use data-driven insights to optimize processes and enhance service delivery.

Safety and Environment Accountabilities

• Ensure that all the company safety and environmental procedures are implemented and followed.
• Ensure all environmental incidents are reported to your immediate superior.
• Ensure you use the correct safety equipment as required for all relevant jobs.
• Report all safety incidents to your immediate superior or the Safety Officers; do not try to hide safety incidents.
• Keep the workplace in a clean and tidy condition and ensure all waste is disposed of properly.
• If you deliberately or knowingly breach the work standards, safety, and environmental policies, you will face disciplinary action up to and including dismissal.

Job Requirements

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