北京招聘

Purpose of the position: The Customer Support Manager will be in charge of driving CS business, steering a portfolio of CS projects by managing a CS team and providing prompt response to customer requests/complains. He/she is ultimately responsible for meeting / exceeding the budgeted revenue and gross margin targets in such a fashion that the projects reach the cost, technical, timing, financial targets, provide customer added value and are in accordance with Company guidelines and hence constantly increasing customer satisfaction level Key responsibilities:

1. Analyze the existing and potential customer base and formulate successful strategies to promote customer support sales portfolio

2. Build and lead a customer support team, with effective remote management of on-site CS technician

3. Drive customer support business including standby & call-out services, remote support, on site intervention, maintenance, system operations, retrofit project and spare parts sales to ensure sales budget

4. Present proposals and prepare quotations for customers and follow up with negotiations to achieve CS orders

5. Maintain good relationship with customers and agencies

6. Evaluate and increase customer satisfaction level

7. Following up on customer complaints and order changes.

8. Consolidate information from customers and agencies on product and service quality and failure.

9. Support agencies for customer support

10. Record and summarize technical bugs and creative ideas reflected from existing systems and share with pre-sales and project team for continual improvement

11. Support sales team for reference visit and share with sales team any potential business opportunities identified from customer side

12. Conduct relevant training to customers, agencies and internal team

Key requirements:

1. Bachelor holder in Mechanical /Electrical /Mechanical /Controls Engineering or equivalent

2. Minimum 5 years working experience preferably in installation, commissioning and customer support services of industrial/process equipment, preferably with 2 years in a managerial role

3. Independent and able to work under pressure, tight schedule and odd hours

4. Must be motivated and proactive with a strong customer and team focus

5. Working experience in automated material handling system is an added advantage but not essential

6. Proficiency in both English and Mandarin is a must (oral & written)

7. Computer literate with good knowledge of Microsoft Office 8. Willing to travel both domestically and overseas on short notice

关于瑞仕格
瑞仕格为具有前瞻性思维的医院、仓库及配送中心客户设计、开发、交付一流的自动化物流解决方案，提供从咨询、设计、实施到终身售后服务的一站式系统集成和服务。公司成功的背后是瑞仕格全球的2,500名雇员为50多个国家的客户提供服务。瑞仕格是国际知名智能自动化解决方案提供商KUKA集团的成员。

About Swisslog
Swisslog designs, develops and delivers best-in-class automation solutions for forward-thinking hospitals, warehouses and distribution centers. We offer integrated systems and services from a single source – from consulting to design, implementation and lifetime customer service. Behind the company’s success are 2 500 employees worldwide, supporting customers in more than 50 countries. Swisslog is part of the KUKA Group, a leading global supplier of intelligent automation solutions.