Service Manager

Job content

The ideal candidate will provide and maintain excellent customer service and be the frontline service contact for our external customers. The position will lead a

Responsibilities

• Lead and motivate a trained staff to provide quality service to all customers in a timely manner
• Serve as the key liaison to sales and management to ensure consistent customer satisfaction
• Provide status and service reports to recommend next steps to management

• Implement service strategy based on regional roadmap, as a change agent for the

Service Center & local market organization to develop the team to a high performing and sustainable .

• Lead and coach an aftermarket service team including customer service (for outbound), local repair experts, team leads, operations support and technicians towards operational excellence

• Build a strong value for money awareness with market organization leaders in sales and

marketing to support parts sales growth. Drive the effective communication of competitive parts service differentiation and fair repair pricing to capture market share

• Full ownership of business operations including improvements to drive impact in service, quality, cost by applying global operating standards and lean principles

• Execute seamless end to end customer experience through effective service processes for all customers, including complaint handling quotation and quality management.

• Active driver of lean management principles like “Shop-floor management”, “Leadership”, CIP (Continuous Improvement Process) and discipline of implementing standards to achieve

operational excellence, to achieve a positive P&L.

• Play instrumental role in the APAC aftermarket service leadership team.

• Accountable for people and competence development to ensure the organizational sustainability, and build an engaging high performing team.

Qualifications•

Degree holder in Production, Manufacturing, Engineering, Operations, Supply Chain, Quality or

related disciplines.

• 5-10 years of experience w/ 3 years in a people leadership role. Experience leading cross

functional teams w/ experience managing P&L and consulting being a plus.

• Ability to manage change by adopting new management processes (Quality / Costs / Efficiency/training of team members); Change agent for lean repair process for the team & active driver of mid to big CIP projects; developing & executing training plans for assigned employees.

• Strong leadership skills with an engineering background in a growing and multi-national

environment.

• Understanding of quality management and Lean principles.

• Customer oriented and understanding of service operations with proven success record of

operational excellence and continuous improvement.

• Strong business acumen and ability to demonstrate championing / leading projects or systems within a technical team.

• Ability to engage from shop floor to executive management level

• Fluent in both written and spoken English and Mandarin Chinese

• Qualification in Lean Six Sigma Green Belt or above / PMP preferred.

• Someone with high potential and ambitious to move to next level in their career.

• Experience in SAP usage is an advantage.