Service Manager Job at Hai Robotics, Atlanta, GA

L0l4Mkw4NFJiK2xrSTRLMDVaamljVEF3UXc9PQ==
  • Hai Robotics
  • Atlanta, GA

Job Description

Job Description

Role Overview

The Service Manager ensures the delivery of high-quality, reliable customer support operations. This role oversees daily service performance, ensures SLA adherence, and drives continuous improvement through root cause elimination, process optimization, and operational excellence .

Key Responsibilities

  • Oversee daily support operations, ensuring service levels and customer expectations are consistently met.
  • Monitor KPIs such as response time, resolution time, backlog, and CSAT; act on trends and exceptions.
  • Develop, document, and enforce standard operating procedures (SOPs) and escalation paths.
  • Partner with the Project Manager to implement process improvements and automation initiatives.
  • Collaborate with the Account Managers to address customer feedback and strengthen service performance.
  • Coach and develop team leads and senior support staff to improve productivity and service quality.
  • Conduct service reviews and performance reporting for leadership and key customers.

Qualifications

  • Bachelor’s degree or equivalent experience.
  • 5+ years of experience in customer support/service delivery, including 2+ years in a leadership capacity.
  • Strong grasp of service management frameworks (ITIL, Lean, etc.).
  • Proven track record in driving process improvement and operational excellence.
  • Excellent analytical, coaching, and communication skills.
  • Proficiency with service management tools (Zendesk, ServiceNow, or equivalent).

Job Tags

Similar Jobs

Dredgit Corporation

Field Technician Job at Dredgit Corporation

 ...Job Description Job Description FIELD TECHNICIAN III - TRAVEL REQUIRED Job Summary The Field Tech III is an entry-level position responsible for learning the basic operational elements of heavy civil and environmental services. Under close supervision, the Field... 

Cepheid

Global Outside Services Lead Job at Cepheid

 ...potential and make a real difference within life sciences, diagnostics and biotechnology? At Integrated DNA Technologies (IDT), one of Danaher's ( 15+ operating companies, our work saves lives-and we're all united by a shared commitment to innovate for tangible impact....