Nordic Computers Ltd.
We are seeking a highly motivated and experienced Service Center Supervisor to lead our technical support and service operations for a distributor specializing in hardware IT, Security, and Power Backup solutions. The ideal candidate will possess strong technical expertise, exceptional leadership skills, excellent communication abilities (both written and verbal), and a customer-centric mindset to ensure the smooth functioning of our service center operations.
Responsibilities
- Oversee the day-to-day operations of the service center, ensuring timely and effective resolution of customer issues and technical inquiries.
- Monitor and communicate with customers through our online ticket system and ensure compliance with our KPI’s & Service Level Agreement.
- Maintain a well-organized and clean work environment within the service center.
- Ensure tools, equipment, customer products and spare parts are properly labeled, stored, and readily accessible.
- Demonstrate a deep understanding of the solutions distributed by the company and support and provide guidance to the service centers technicians, assisting them in troubleshooting and resolving complex technical issues.
- Implement and maintain efficient service processes to optimize customer satisfaction and resolution times.
- Collaborate with the sales team and service team to address customer concerns and ensure a seamless customer experience
- Proactively gather customer feedback and insights to drive continuous improvement in service quality.
- Establish key performance indicators (KPIs) for the service center and regularly monitor and report on team performance against these metrics.
- Analyze performance data to identify trends, areas for improvement, and opportunities for process optimization.
Qualifications
- Bachelor’s degree in Information Technology, Electronics, or a related field; relevant certifications are a plus.
- 3 Years of proven experience in technical support, service center management, or a related role within the IT, Security, or Power Backup industry.
- Proven track record in delivering exceptional customer support.
- Excellent communication and interpersonal skills to interact with customers, team members, and other stakeholders, both written and verbally.
- Problem-solving mindset with the ability to troubleshoot complex technical issues.
- Proficiency in using service management software and tools.
- Strong organizational skills with the ability to manage multiple tasks and priorities.
Join our dynamic team and play a pivotal role in ensuring the exceptional quality of our service delivery for our solution within IT, Security, and Power Backup. If you’re passionate about technology and customer satisfaction, we encourage you to apply.