Senior International Service Coordinator - LATAM, Asia, Australia

Department: Operations

The International Service Manager is responsible for overseeing and optimizing service delivery across designated international markets. This role ensures consistent, high-quality service experiences for customers outside of the company's primary domestic market. The manager will develop and implement service strategies, manage regional service teams and partners, and drive continuous improvement initiatives to enhance customer satisfaction and operational efficiency.

Key Responsibilities:

• Service Strategy and Planning:
  • Develop and implement international service strategies aligned with global service standards and regional market needs.
  • Conduct market research and analysis to identify service gaps and opportunities for improvement.
• Team and Partner Management:
  • Recruit and manage regional service teams and third-party service providers.
  • Establish clear performance metrics and conduct regular performance evaluations.
  • Foster strong relationships with international partners, sales and distributors to ensure seamless service delivery
• Service Operations and Delivery:
  • Oversee the day-to-day service operations in assigned international regions.
    • LATAM, Asia, Australia
  • Ensure adherence to and report out on key performance indicators (KPIs).
  • Manage spare parts inventory and logistics to minimize downtime and ensuretimely repairs.
  • Help to coordinate service training and technical support for international teamsand partners.
• Customer Relationship Management:
  • Act as a point of escalation for complex customer service issues in internationalmarkets.
  • Monitor customer satisfaction and implement strategies to improve service qualityand responsiveness.
  • Gather and analyze customer feedback to identify trends and areas for improvement.
• Compliance and Reporting:
  • Ensure compliance with local regulations and industry standards in assigned international markets.
  • Generate regular reports on service performance, including KPIs, customer feedback, and operational metrics.
  • Identify and mitigate potential risks related to international service operations.
• Continuous Improvement:
  • Drive continuous improvement initiatives to enhance service efficiency, reduce costs, and improve customer satisfaction.
  • Stay up-to-date on industry trends and best practices in international service management.
  • Implement and maintain service management systems and tools.