Service Manager

Kazakhstan, Georgia | Full-time | On-site

We are looking for an experienced Service Manager to build and manage service operations across Russian-speaking countries.

This role focuses on after-sales service, service centers, and vendor interaction for IT infrastructure products. The Service Manager will be responsible for organizing service processes, developing partnerships with authorized service centers, and working closely with vendors to ensure proper service coverage and quality.
This is a management role, requiring proven leadership experience and the ability to build long-term relationships with external partners. 

Key Responsibilities:

• Development of a service process algorithm across all ASBIS divisions to organize local service support;
• Development and subsequent optimization of business processes in collaboration with other departments (RMA, Logistics, Supply) to ensure SLA compliance and monitoring.
• Development of the necessary documentation package for full collaboration between the distributor and the service company.
• Finding service companies, analyzing the local service market, and concluding contracts with service organizations to form a partner service network to maintain and improve SLAs for Enterprise Equipment (servers, storage, networking, power, security, infrastructure).
• Support and training of partner service centers on interactions with manufacturers regarding spare parts ordering and warranty report generation;
• Support in preparing training for ASBIS specialists in the sale of SLA (NBD) services along with equipment.
• Implementing quality control of services provided and monitoring SLA compliance.
• Customer satisfaction management (internal and external);
• Interaction with clients and service partners: managing contractual relationships; communication and relationship management during the provision of support services and system development; resolution and escalation of service-related conflicts;
• Client support, understanding their business processes and identifying their needs, developing a path for business development and improvement;

Requirements: 

• Experience organizing service centers of various sizes
• At least 3 years of sales experience in the IT and/or service industry in a management position.
• Deep understanding of service center processes and their interactions with IT equipment vendors and distributors, logistics, and INCOTERMS-2020+.
• Good communication skills or business development experience.
• Analytical thinking, experience working with large volumes of information.
• Proficiency in Russian and English languages sufficient to conduct dialogue on technical, service, or legal topics in IT.

We offer:

• Opportunity to work for a financially strong, fast-growing multinational company 
• Constant interaction with global teams of professionals 
• Competitive salary package 
• Health insurance coverage
• International career opportunities 
• Access to continuous professional development: training, certification programs, events, and team buildings 
• Life events’ gifts, corporate presents and awards, years of service bonuses 
• Special prices for the Company products.