Job Overview

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 of accountab...