Service Manager (South Korea)

Key Responsibilities: 

Service Operations

• Oversee daily support operations, including ticket management, escalations, and onsite coordination

• Ensure timely issue resolution in line with SLAs and contractual commitments

• Monitor system performance and service metrics (uptime, response/resolution times)

• Serve as the escalation point for critical customer issues

Field Service Management

• Manage scheduling, utilization, and performance of onsite technicians/resident engineers

• Ensure coverage aligns with customer expectations and contractual scope

• Optimize onsite vs. remote support to reduce downtime and costs

• Support onsite service proposals and staffing models

Customer Management

• Build strong relationships with key customer stakeholders

• Align service delivery with customer needs and expectations

• Conduct regular service reviews and performance check-ins

• Support renewals and identify service improvement opportunities

Process & Change Management

• Enforce service processes, including change control and escalation protocols

• Ensure all production changes follow approval, communication, and rollback procedures

• Drive consistency between SOPs and execution

Team Leadership

• Lead, coach, and develop support engineers and field teams

• Set performance expectations and provide ongoing feedback

• Identify skill gaps and support training initiatives

• Foster a culture of accountability and continuous improvement

Reporting & Continuous Improvement

• Track and report on key KPIs (CSAT, uptime, ticket trends)

• Drive root cause analysis for recurring issues

• Partner with engineering/product teams to resolve systemic challenges

• Continuously improve service processes, tools, and customer experience

Qualifications:

• Bachelor’s degree or equivalent experience in engineering, operations, or related field

• 5+ years of experience in customer support, field service, or operations

• 2+ years in a leadership or management role

• Experience working with complex systems (e.g., robotics, automation, WES/WMS environments) preferred

• Strong understanding of service delivery models (remote + onsite support)