The Service Manager role is centered on leading a customer-focused team to deliver exceptional support and ensure high levels of client satisfaction. The position is responsible for maintaining a positive service culture, addressing escalations, and proactively resolving customer concerns while ensuring service standards remain aligned with industry best practices.Key responsibilities include developing and implementing policies to enhance efficiency in service delivery and installations, optimizing resource allocation to balance staffing, scheduling, and budgeting needs, and driving quality assurance processes through regular audits and process improvements. The role also involves negotiating service contracts to increase profitability and aligning service operations with company objectives by providing clear performance insights and actionable reporting.A strong emphasis is placed on team development, with continuous training to stay ahead of industry trends and technologies. Additionally, the position ensures compliance with regulatory standards and fosters collaboration across departments to address service-related challenges. The ultimate goal is to position the service team as a reliable profit center, delivering outstanding results that strengthen the company’s reputation as a leader in the luxury appliance market.

Manage teams in order to meet planned profitability, quality and safety in operations, parts / service sales objectives and customer satisfaction. Manage business processes and strategies through KPIs. Develop business strategies that allow increased coverage and customer satisfaction. Plan the parts needs, for the timely execution of equipment maintenance, as well as follow-up on deliveries and analysis of their KPIs. Supervise and control the sales processes of parts and service of the company, encouraging the application of a visit plan that allows adequate coverage of the market and the application of sales strategies that allow achieving the objectives of sale of parts and service that have been established. Assure the adequate handling of the warranty claims, campaigns and information on services established by the manufacturers, channeling their execution in a timely manner with the corresponding entities.

Apoyo a la gestión comercial de las sedes de Intelec a lo largo de la región (USA doméstico e importación, Colombia, Perú y Panamá), desarrollando técnico-económicamente las soluciones viables a los requerimientos de cada proyecto y cliente. Elaboración de documentación que avale las soluciones propuestas. Contacto permanente con todos nuestros aliados comerciales a nivel mundial para mantener toda la información y proyectos actualizados. Planificación estratégica de las oportunidades. Elaboración de planes de cuenta para los clientes estratégicos. Manejo del flujo de las oportunidades a través de herramientas como SalesforceSupport the Commercial Team of the headquarters of Intelec throughout the region (USA, Colombia, Peru and Panama), developing technical and economically viable solutions to the requirements of each project and client. Preparation of documentation supporting the proposed solutions. Permanent contact with all our business partners globally to keep all information and projects updated. Analysis of opportunities. Strategic planning of each opportuniy. Developing account plans for strategic customers. Flow management opportunities through tools like Salesforce

Coordinar asignaciones para la elaboración de Cotizaciones/Ofertas. Revisar constantemente la lista de productos nuevos en el mercado. Verificar las modificaciones o precios. Definir estrategias en proyectos específicos. Ofrecer soporte en la parte técnica de los equipos al grupo de Ingeniería. Supervisar a los Ing. de Cotizaciones. Capacidad para determinar necesidades del usuario y propuesta de soluciones. Supervisión y trabajo en conjunto con áreas como ingeniería y cotizaciones para el diseño de las soluciones. Manejo del inventario

Ensure regular meetings with strategic customers and understanding their business model seeking to increase the added value of our company in key indicators of customer management. Orchestrate and build relationships at all levels of the client organization, identify and manage legal, financial and decision-making structure within the account. Ensure maximizing profitability in every business within a oriented value proposition rather than the product-price competition approach. Persuading customers how our value proposition best meets your needs. Ensure that the technical specifications generated by Intelec are recognized by the client as cost / benefit the best option in the closing stages of approval and opportunities. Develop and maintain, together with the sales team, detailed charts of accounts or territory as a basis to develop a differentiated strategy and a specific plan of implementation for each customer or territory. Learn from competitors, product capabilities, vulnerabilities and strategies, organizing and sharing it with the sales team, using collaboration tools provided by the company.Fulfill the procedures established by the organization to manage business opportunities, from identifying the opportunity, to the collection and processing of the order, including the continuous updating of customer information, contacts and new opportunities, using the tools established by the company. Ensure compliance with the business strategy of the company in the different territories under their responsibility. Maintain continuous communication with operations management, so as to promote proactive and timely treatment of any event occurring in the account, ensuring compliance with commitments and assisting in customer management.

Coordinar asignaciones para la elaboración de Cotizaciones/Ofertas. Revisar constantemente la lista de productos nuevos en el mercado. Verificar las modificaciones o precios. Definir estrategias en proyectos específicos. Ofrecer soporte en la parte técnica de los equipos al grupo de Ingeniería. Supervisar a los Ing. de Cotizaciones. Coordinar visitas al Almacén y PlantaManejo de la cartera de clientes del sector que incluyen empresas como PDVSA, PETROZUATA, AMERIVEN, ABB, EDC, CVG EDELCA, INELECTRA, JANTESA, METRO DE CARACAS, SIEMENS, etc. Capacidad para determinar necesidades del usuario y propuesta de soluciones. Supervisión y trabajo en conjunto con áreas como ingeniería y cotizaciones para el diseño de las soluciones. Manejo del inventario