Service Manager (South Korea)
Hai Robotics Europe B.V. · Amsterdam, Noord-Holland
- Location
- Amsterdam, Noord-Holland
- Employment
- Full-time
- Posted
- 5 days ago
About the job
Service Manager (South Korea)
South Korea, Full-time, Delivery & Service
Oct 22, 2026
Key Responsibilities
Service Operations
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Oversee daily support operations, including ticket management, escalations, and onsite coordination
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Ensure timely issue resolution in line with SLAs and contractual commitments
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Monitor system performance and service metrics (uptime, response/resolution times)
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Serve as the escalation point for critical customer issues
Field Service Management
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Manage scheduling, utilization, and performance of onsite technicians/resident engineers
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Ensure coverage aligns with customer expectations and contractual scope
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Optimize onsite vs. remote support to reduce downtime and costs
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Support onsite service proposals and staffing models
Customer Management
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Build strong relationships with key customer stakeholders
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Align service delivery with customer needs and expectations
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Conduct regular service reviews and performance check-ins
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Support renewals and identify service improvement opportunities
Process & Change Management
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Enforce service processes, including change control and escalation protocols
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Ensure all production changes follow approval, communication, and rollback procedures
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Drive consistency between SOPs and execution
Team Leadership
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Lead, coach, and develop support engineers and field teams
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Set performance expectations and provide ongoing feedback
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Identify skill gaps and support training initiatives
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Foster a culture of accountability and continuous improvement
Reporting & Continuous Improvement
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Track and report on key KPIs (CSAT, uptime, ticket trends)
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Drive root cause analysis for recurring issues
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Partner with engineering/product teams to resolve systemic challenges
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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)
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