Service Manager Our client, a dynamic hardware & software technology organisation, with key corporate clients nationwide, are now undergoing a significant period of growth. As a result of this, they are now expanding their Limerick team and have engaged with us in Cpl to help with recruiting for a Service Manager. Reporting toHead of Procurement and Carrier Services, the Service Manager,you will play a crucial role in enhancing customer value and strengthening relationships with both customers and suppliers. The Role: As Service Manager your responsibilities will encompass internal training, performance management, strategy implementation, and customer feedback analysis to continually improve service quality and meet customer needs. Responsibilities to include: ·Policy Implementation:Develop and enforce policies and procedures for the FTTx platform and related products. ·Customer Relationship Management:Foster and maintain strong customer relationships, ensuring they have access to the latest product and service information. ·Supplier Relationship Management:Build and maintain strong relationships with suppliers. ·Performance Tracking:Track and analyze data to measure supplier and team performance, alongside customer KPIs. ·Complaint Resolution:Handle and resolve customer complaints while supervising team performance. ·Service Improvement:Propose enhancements to improve the overall customer experience. ·Training and Development:Train internal employees and customers on new products and developments. ·Customer Onboarding:Facilitate the onboarding process for new customers. ·Supplier Liaison:Work with suppliers on IT and product developments, managing products to ensure all SLAs are met. ·ISO Documentation:Create and maintain documentation for ISO auditing purposes. Skills and Qualifications that we need: ·Customer Service Expertise:Exceptional skills in managing and enhancing customer service. ·FTTH/FTTC Knowledge:Understanding of FTTH and FTTC products and services, including Open Eir, SIRO, and NBI. ·Problem-Solving Ability:Strong analytical and problem-solving skills. ·Communication Skills:Excellent verbal and written communication abilities. ·Data Analysis:Proficiency in analysing metrics and generating reports. ·Training and Development:Experience in training staff and customers. ·Supplier Management:Proven track record in managing supplier relationships. The Offer: This position is a permanent hybrid role with salary depending on candidate skills and experience but expected base salary of €55K - €60K per annum, with some scope for more for an exceptional candidate, with an excellent benefits package on offer. Hours of work are Mon to Thurs 8:30am – 5.30pm and Friday 9am- 3.30pm. Hybrid (2 days per week in Limerick office, Tuesday and Wednesday), 3 days WFH How to Apply: If you are interested in applying, or want to know more about this role please contact, Orlaigh FitzGerald-Quinn in Cpl Limerick on 085 801 7135 or email your CV to ******. For a full list of our open jobs, please have a look at cpl.com. #LI-OF1
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