Position: Service Operation Manager – Locations: Bogotá, Distrito Capital, Colombia; São Paulo, Brazil
Essential Duties & Responsibilities
Lead all Technical Service backoffice activities, ensuring effective and compliant execution of customer service requests, work order management, field and depot engineer scheduling, and spare parts management.
Design, develop, and continuously improve business intelligence dashboards, standardized performance reports, and service KPIs while ensuring data integrity and governance across all reporting tools.
Drive the technical certification strategy for new product introduction, partnering with Engineering, Quality, Training, and Global Service teams to define requirements, plan training, and guarantee readiness.
Build, coach, and develop the Service backoffice and BI teams, establishing governance, communication, and reporting routines while fostering a culture...