Service Manager (South Korea)

About the role

Service Manager (South Korea) South Korea, Full-time, Delivery & Service 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) To apply for a position, please click the button below to send your resume by email!