What should a service manager know? Customer Service Manager Job Description

Depending on the field of activity, there are different definitions for a service manager. If we consider this profession in general, then we are talking about the link between the organization and clients. If you take a specific field of activity, then you can set quite clear parameters for it: salary, and so on.

Definition

A service manager is a company specialist representing its services. On the one hand, he helps the customer to realize his need. On the other hand, he implements his obligations and influences other people involved in the process of providing services, performs quality control of work. That is, we are talking about a multi-tasking position.

Main

Who it is and what the manager does is simultaneously known to everyone and not completely clear to many. Because this position in the company is complex. The range of duties of a service manager is quite wide and, depending on the field of activity, can vary greatly in different industries.

However, the most common use of the concept of service manager refers to specialist managers of certain processes who interact with the business and are responsible for services. As a rule, for the company's IT services.

A service manager is an employee responsible for the well-established production and economic activities of the organization and feedback from customers. Often he is also responsible for after-sales customer service.

HR managers are looking for employees for this position with a salary of 45,000 rubles. The amount may vary depending on the city, but in general it is above the average earnings for the company. The service manager himself influences the formation of the personnel reserve of the organization. Therefore, the requirements for the performer in this position are often very high.

Job description

Needed to determine the responsibility, rights and obligations of the service manager. According to it, he reports directly to the head of the company, who has the right to appoint or dismiss the manager from his position. Moreover, it can determine and change the manager's salary.

A person who meets the requirements and has the necessary qualifications, such as higher education, experience in a similar position, and others, is appointed to the position of a service manager. Also, the duties of a service manager include knowledge of basic computer programs, document management and office work, understanding the functioning of various types of equipment, its configuration, as well as the implementation of quality control.

Main duties

There are quite a few requirements for a manager. What are they? The main responsibilities of a Service Manager include:

reception and distribution of incoming information;
client consulting;
demonstration of equipment operation for clients;
selection and sale of spare parts;
drawing up a sales contract;
tracking the stages of the transaction;
filling out forms (sale, return, repair, maintenance of equipment);
preparation of equipment for sending for repair;
cost optimization;
participation in the preparation and conduct of product presentations and negotiations.

But this is not a complete list of responsibilities of a service manager. There are also additional, no less important functions, without which its successful operation is impossible.

Responsibilities secondary

The job description of a service manager is not limited to the basic set of duties. He has many more. Moreover, without additional responsibilities, his work would not be satisfactory and would not make the company competitive.

Other responsibilities of a service manager include:

Caring for the growth of the company and gaining recognition for it in the region of operation. Translated into the language of customers, this means that the service manager is as focused as possible on meeting their needs in consulting, selling and servicing.
Awareness of the potential of the market and its services on it.
Leverage successful customer experience to sell your services and products.
Motivate colleagues at work to achieve the goals of the organization, their constant focus on meeting customer needs.
Identification of competitors and the direction of their activities. Work ahead of their actions.

Only by fulfilling the full range of duties, a service manager can make his company a market leader. Here the important fact is the payment for his services. The salary of a manager reflects the volume of functions performed by him.

The rights

Rights refer to the assumptions and opportunities for an individual in an organization. The human resources manager is most often responsible for accounting for and respecting the rights of an employee in an organization.

The Service Manager has the following rights:

receive the assistance of the head in the areas of activity entrusted to him;
improve their professional qualifications, including at the expense of the company, if this is provided for by the employment contract;
be aware of the decisions of the direct manager regarding the projects in which he is involved;
propose to his immediate supervisor for consideration proposals in his areas of activity;
receive from the management and other employees of the company all the information necessary for the implementation of its activities.

The list of rights is not limited to those listed above, but they are basic in this profession. The operating mode of the service manager is determined by the internal labor regulations of the organization.

Responsibility

It can be tangible or intangible. Usually it is spelled out in the explanation of production and economic activities. This is the extent to which an employee is accountable to the company for his work and its results.

Among other things, expressed in the following points of responsibility:

violation of the company's internal rules, including fire safety rules, safety regulations, etc.;
causing material damage - in accordance with the employment contract;
for any legal violations - in accordance with administrative, civil and criminal laws;
for improper performance or non-performance of their duties stipulated in his job description.

Main tasks

A service manager has quite a few tasks, which largely explains his manager-level salary. We highlight the main ones, without which its work is impossible:

Customer satisfaction.
Creating and maintaining good trusting relationships between customers and employees of the company.
Compliance with the interests of the client in terms of the quality of the services and works provided. Including compliance with deadlines, the correct calculation of services, the fulfillment of these promises, maintaining the high quality of the services provided.
Operational work on request.
Tracking the availability of all necessary products in the warehouse and its availability for customers.
Monitoring customer satisfaction with the services and products provided.
Solving all issues, including complex ones, related to the return of goods, complaints, issues of warranty and post-warranty support.
Maintaining business relationships with suppliers of services and spare parts (including bulk purchases).
Quality control of work.

Without a focus on results in relation to these tasks, the successful work of a service manager is impossible. But the answer to the question of who it is and what a manager does is not limited to basic responsibilities.

Additional tasks

Separately, it is worth highlighting the tasks that the service manager faces in terms of competition with other companies. Regarding the conduct of competitors, the following responsibilities of the service manager can be distinguished:

Constant monitoring of the progress and actions of competitors. Analysis and identification of sales opportunities, observation of the developed part of the market, as well as the potential. Analysis of the range of services provided by a competitor. Observation and accounting of market features (such as seasonal fluctuations, as well as market news).
Creation of a strategy, its support and implementation in the entrusted market area in the area of its responsibility, including expanding the list of goods and services, taking into account the needs of customers and the areas of work of competitors. Expansion of the product line for a growing market or for customers of other categories.
Preparation of advertising and sales promotion, participation in promotions and distribution of sales promotion materials.
Development and implementation of additional services and specific categories.
Promoting business relationships with a pool of key customers.
Responses to the actions of competitors.
Checking and monitoring the effectiveness of implemented measures to promote products and services.
Cost and revenue control in the assigned area.

Well, and, of course, this is a series of administrative tasks that a service manager performs for his employer.

Administrative tasks

Not everywhere the service manager owns this area of responsibility, but it is still worth mentioning the personnel and other tasks of this profession:

supervising subordinates, instructing them, stimulating and supporting them to work ahead of competitors and to develop the potential of the market;
control and evaluation of the work of assigned subordinates;
planning activities to improve the skills of subordinates;
establishing optimal relationships between subordinates.

Functions

And the last thing worth mentioning when talking about the profession of a service manager is the functions that it is endowed with:

forecasting the work of the service department, taking into account changing market conditions and technological progress;
development of uniform methods of work and quality standards for the company;
use of all channels of communication with customers for the sale of products;
developing activities to stimulate sales in the company;
carry out and supervise repair work;
timely replenish the warehouse with the necessary equipment and components;
monitoring the effectiveness of promotions, events and participation in exhibitions and other industry events;
checking the technical serviceability of equipment;
coordination of the work of other services, if necessary, the establishment of interaction between them;
compliance with regulatory requirements for the audit of the company;
control of compensation for losses by revenue for the provision of services;
execution of orders of management;
regular review and analysis of the achieved results of the company;
checking the efficiency of work and enterprise management.

Depending on the size of the company and its market, as well as the size of the sales network, the functions of the service manager can vary significantly even within the same company. Therefore, the most complete and specific, as well as up-to-date information on working as a service manager can be obtained directly from the employing company.

JOB DESCRIPTION

service manager

1. GENERAL PROVISIONS

1.1. This job description defines the functional duties, rights and responsibilities of the service manager.

1.2. The service manager is appointed to the position and dismissed from the position in accordance with the procedure established by the current labor legislation by order of the head of the organization.

1.3. The service manager reports directly to the head of the organization.

1.4. A person who has qualification requirements is appointed to the position of a service manager: higher education, work experience in a similar position ____ years.

1.5. The service manager must know:

A complete set of various kinds of equipment;

computer software;

Office work and document management.

2. FUNCTIONAL RESPONSIBILITIES

The Service Manager has the following responsibilities:

2.1. Client consultations.

2.2. Preparation of equipment for sending for repair.

2.3. Filling out forms for equipment repair.

2.4. Demonstration of equipment operation to clients.

2.5. Documentation for maintenance.

2.6. Selection of spare parts according to electronic catalogs.

2.7. Cost optimization in the assigned areas.

2.8. Registration of contracts, tracking all stages of the transaction, execution of documents for the transaction.

2.9. Reception, distribution of incoming information.

2.10. Participation in the preparation and conduct of negotiations, meetings, presentations.

3. RIGHTS

The service manager has the right:

3.1. Require the head of the organization to assist in the performance of their duties.

3.2. Improve your skills.

3.3. Get acquainted with the draft decisions of the head of the organization relating to his activities.

3.4. Submit proposals on the issues of their activities for consideration by their immediate supervisor.

3.5. Receive from employees of the organization the information necessary for the implementation of their activities.

4. RESPONSIBILITY

The Service Manager is responsible for:

4.1. For failure to perform or improper performance of their duties stipulated by this job description - in accordance with the current labor legislation of the Russian Federation.

4.2. For offenses committed during the period of its activities - in accordance with the current civil, administrative and criminal legislation.

4.3. For causing material damage - in accordance with applicable law.

4.4. For violation of the Internal Labor Regulations, fire safety and safety regulations established in the organization.

5. WORKING CONDITIONS

5.1. The mode of operation of the service manager is determined in accordance with the Internal Labor Regulations established in the organization.

Familiarized with the instruction _______________/____________________ (signature) (full name)

"____"_____________ _____ G.

General provisions

1.1. The after-sales service department is categorized and reports directly to [title of line manager].

1.2. The position of the after-sales service department is accepted by a person who has (fill in) education and work experience in the specialty for at least [value] years.

1.3. of the after-sales service department is appointed to the position and dismissed from it by order of [name of the position of the head].

1.4. The after-sales service manager must know:

Regulatory legal acts on the protection of consumer rights;

Methodical materials on after-sales service;

Product range;

Fundamentals of production technology;

Design features of manufactured products;

Requirements for registration of documentation for after-sales service;

Basics of administration;

Ethics of business communication;

Fundamentals of legislation on labor and labor protection of the Russian Federation;

Internal labor regulations;

Rules and norms of safety measures, industrial sanitation and fire protection;

- [other knowledge].

Job Responsibilities

After Sales Manager:

2.1. Performs work on after-sales service (including warranty) of manufactured products.

2.2. Develops forms, standards and schemes for after-sales service of products.

2.3. Participates in the development of sections of contracts for the supply, purchase and sale in terms of after-sales service for products.

2.4. Enters into agreements with product sellers on after-sales service and informing consumers about after-sales services.

2.5. Participates in the formation of prices for products, taking into account after-sales service.

2.6. Takes part in determining the warranty periods for products, including those beyond those established by law.

2.7. Organizes work during the warranty period for the transportation of defective goods from the consumer to the warranty workshops and back, for the provision of replacements to consumers for the period of repair, for the preparation of the necessary accompanying documentation.

2.8. Organizes paid elimination of breakdowns of goods after the expiration of the warranty period for goods.

2.9. Prepares proposals for reducing production volumes and withdrawing products from production in the event of systematic claims from consumers.

2.10. Draws up requests for spare parts, repair materials and tools necessary for repair and maintenance, coordinates the provision of necessary spare parts by production and repair shops, ensures the rational use of spare parts and consumables, develops and implements measures to comply with savings modes, reduce excess costs for product repairs .

2.11. Participates in the preparation of forecasts, projects, long-term and current plans for the production and sale of products, in conducting marketing research to study the demand for products, prospects for the development of sales markets.

2.12. Analyzes market information about competitors' after-sales service policies.

2.13. Analyzes customer requirements for after-sales service of products.

2.14. Takes part in reclamation work (consideration of incoming consumer claims and preparation of responses to claims; preparation of claims and lawsuits against counterparties in case of violation of contractual obligations).

2.15. Prepares documentation (acts, information, certificates, etc.) on the scope and timing of after-sales service work.

2.16. [Other ].

The rights

The after-sales service manager has the right to:

3.1. For all social guarantees provided for by the legislation of the Russian Federation.

3.2. To pay additional expenses for medical, social and professional rehabilitation in cases of damage to health due to an accident at work and occupational disease.

3.3. Demand the creation of conditions for the performance of professional duties, including the provision of the necessary equipment, inventory, a workplace that meets sanitary and hygienic rules and regulations, etc.

3.4. Require management to assist in the performance of their professional duties and the exercise of rights.

3.5. Receive information and documents necessary for the performance of their duties.

3.6. Get acquainted with the draft decisions of the management regarding its activities.

3.7. Improve your professional qualifications.

3.8. [Other rights provided for by the labor legislation of the Russian Federation].

Responsibility

The after-sales service manager is responsible for:

4.1. For non-fulfillment, improper fulfillment of the duties provided for by this instruction - within the limits determined by the labor legislation of the Russian Federation.

4.2. For offenses committed in the course of carrying out their activities - within the limits determined by the current administrative, criminal and civil legislation of the Russian Federation.

4.3. For causing material damage to the employer - within the limits determined by the current labor and civil legislation of the Russian Federation.

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After-sales service is a set of activities carried out by the manufacturer or seller for installation, installation and adjustment, elimination of product (goods) defects during the warranty period, post-warranty repairs. But these are only general and basic elements of after-sales service. The enterprise, which seeks to win the sympathy of the consumer, develops new forms and standards of service. In the field of technically complex products (goods), the buyer should not feel "abandoned" after the purchase. Therefore, manufacturers and sellers should strive to "custody" the consumer in various forms. For example, for computer manufacturers and retailers, a common form of after-sales service is the installation of software and general consumer training on the use of individual software products. Manufacturers of the software products themselves (for example, information databases) guarantee after-sales service in the form of regular information updates, troubleshooting, version updates, etc. Car manufacturers and dealers create after-sales service centers, which include services, departments of original spare parts and components, installation departments (they install security alarm systems, antennas, satellite navigation systems, etc.).

However, a distinction should be made between mandatory warranty service and service as a sale of services to consumers. Which type of security to choose - through branded stores, through warranty workshops (existing as independent enterprises and organizations) or open your own division (in the structure of the enterprise) - is up to the marketing director and after-sales service manager to decide. The duties of the latter will include work not only on the choice of forms, methods and components of after-sales service, but also its organization. The job description below was developed for a manager dealing with the organization of traditional after-sales service (installation, adjustment and installation; elimination of product defects during the warranty and post-warranty periods; acquisition of spare parts).

INSTRUCTIONS FOR THE AFTER-SALES SERVICE MANAGER

I. General provisions

1. The after-sales manager belongs to the category of managers.

3. The after-sales service manager must know:

3.1. Legislative and regulatory legal acts, methodological materials for after-sales service, consumer protection legislation.

3.2. Contract law.

3.3. The range of manufactured products.

3.4. Fundamentals of production technology.

3.5. Design features of manufactured products.

3.6. Legislative requirements for the establishment of warranty periods and compliance with warranty obligations.

3.8. Requirements for registration of documentation for after-sales service.

3.9. Basics of administration.

3.10. Ethics of business communication.

3.11. Economics and organization of production, labor and management.

3.12. Fundamentals of labor legislation.

3.13. Rules and norms of labor protection.

6. During the absence of the after-sales service manager (business trip, vacation, illness, etc.), his duties are performed by a duly appointed person. This person acquires the appropriate rights and is responsible for the improper performance of the duties assigned to him.

II. Job Responsibilities

After Sales Manager:

1. Organizes work on after-sales service (including warranty) of manufactured products.

2. Develops forms, standards and schemes for after-sales service for products.

3. Participates in the development of sections of contracts for the supply, purchase and sale, etc. in terms of after-sales service for products; takes part in the formation of prices for products, taking into account after-sales service.

4. Concludes agreements with product sellers on after-sales service and informing consumers about after-sales services.

5. Takes part in determining the warranty periods for products, including those beyond those established by law.

6. Organizes work during the warranty period for the transportation of defective goods from the consumer to the warranty workshops and back, for the provision of replacements to consumers for the period of repair, for the preparation of the necessary accompanying documentation.

7. Organizes paid elimination of breakdowns of goods after the expiration of the warranty period for goods.

8. Keeps records of product deficiencies, analyzes the causes of their occurrence, sends product samples for independent examination in case of disputes with consumers.

9. Prepares and submits to the production and technological divisions of the enterprise proposals for reducing production volumes and withdrawing products from production in the event of systematic claims from consumers.

10. Draws up requests for spare parts, repair materials and tools necessary for repair and maintenance; coordinates the provision of necessary spare parts by production and repair shops; ensures the rational use of spare parts and consumables; develops and implements measures to comply with savings regimes, reduce excess costs for product repairs.

11. Participates in the preparation of forecasts, projects, long-term and current plans for the production and sale of products, in conducting marketing research to study the demand for the company's products, prospects for the development of sales markets.

12. Analyzes market information about the demand for products manufactured by the enterprise, about the policy of competitors for after-sales service.

13. Analyzes the requirements of consumers for after-sales service of products.

14. Takes part in reclamation work (consideration of consumer claims received by the enterprise and preparation of responses to claims; preparation of claims and lawsuits against counterparties in case of violation of contractual obligations by them).

15. Prepares documentation (acts, information, certificates, etc.) on the scope and timing of after-sales service work.

16. Organizes the work of subordinate employees (distributes tasks, establishes the responsibility of each employee, organizes staff training, etc.).

III. The rights

The after-sales service manager has the right to:

1. Represent the interests of the enterprise in relations with government agencies, local authorities, third-party organizations, consumers on issues of after-sales service for products.

2. Request from the structural divisions of the enterprise information and documents necessary for the performance of his duties.

3. Interact with the heads of all structural divisions on issues of after-sales service.

4. Sign and endorse documents within their competence.

5. Remove product warranty.

6. Give instructions to the production departments of the enterprise on issues of after-sales service for products.

7. Get acquainted with the documents that define his rights and obligations in his position, the criteria for assessing the quality of performance of official duties.

8. Request personally or on behalf of the immediate supervisor from the heads of departments of the enterprise and specialists information and documents necessary for the performance of his duties.

9. Submit proposals for the management to improve the work related to the responsibilities provided for in this instruction.

10. Require the management of the trade enterprise to ensure the organizational and technical conditions and execution of the established documents necessary for the performance of official duties.

IV. Responsibility

The After Sales Manager is responsible for:

1. For improper performance or non-performance of their official duties provided for by this job description - within the limits established by the current labor legislation of the Russian Federation.

2. For offenses committed in the course of their activities - within the limits established by the current administrative, criminal and civil legislation of the Russian Federation.

3. For causing material damage to the enterprise - within the limits established by the current labor and civil legislation of the Russian Federation.

Type of document:

Job description

Keywords:

Economy

1 -1

However, a distinction should be made between mandatory warranty service and service as a sale of services to consumers. What type of security to choose - through branded stores, through warranty workshops (existing as independent enterprises and organizations) or open your own division (in the structure of the enterprise) - is up to the marketing director and after-sales service manager to decide. The duties of the latter will include work not only on the choice of forms, methods and components of after-sales service, but also its organization. The job description below was developed for a manager dealing with the organization of traditional after-sales service (installation, adjustment and installation; elimination of product defects during the warranty and post-warranty periods; acquisition of spare parts).

INSTRUCTIONS FOR THE AFTER-SALES SERVICE MANAGER

I. General provisions

1. The after-sales manager belongs to the category of managers.

2. A person who has

professional (engineering and economic) education,

(higher; secondary)

additional training in the field of management, work experience in managerial positions at least