北京招聘

Job Title: Technical Service Manager - Precor APAC

With oversea training in HQ.

Main Responsiblity:

The focus of the position is to manage and promote exceptional customer service by establishing and maintaining a relationship with the service team of dealers, independent service providers and territory managers. Affirm continual and open communication to better serve our customer. Responsible for developing operating plans, strategy, objectives and overall management of Precor Technical support and After Sales Service.

- Assists in developing a strategy to deliver prompt, quality customer support.
- Coaches and mentors service team of dealers, independent service providers to ensure that company goals are met.
- Implements new processes, procedures and tools to improve Precor Service and technical Support.
- Creates processes, controls and tools to measure performance
- Ensures that the technical & Customer Service organization meets or exceeds customer requirements.
- Coordinates the development and ongoing effectiveness of Customer Support training, concentrating on phone skills and technical training necessary for excellence.
- Ensures that technical training for team members is accomplished prior to release of new products.
- Technical trouble shooting support, installation and maintenance Skills
- Determines the number of service areas required and implements direct or third party service providers
- Establishes measurement criteria of service effectiveness
- Attends trade shows to provide service support and information, as needed

Needed competencies:

- Excellent approach to customer service
- Detailed and extensive knowledge of the design and functionality of all Precor products, including the new 880 range
- Ability to diagnose problems relating to AV, electrical, mechanical and software arising from Precor product (predominantly cardio vascular and entertainment
- Good manager of people located in diverse geographical locations from base location
- Good communication skills, both to enable understanding of customer’s problems and also to enable excellent communication to the US based development and manufacturing teams
- Excellent English speaking and writing skills mandatory; Japanese/Chinese language skills desirable
- Effective trouble shooting skills to diagnose technical faults with commercial AV systems and commercial IT infrastructure.
- Ability to utilize breakout products to analyse source codes with the help of the programming team.
- Good leadership skills for handling the existing engineer team and knowledge to train and update them with the latest changes in technology.
- Confidence to handle high profile clients by understanding their technical requirements.
- Preparing important records and files for tracking performance of new products and the customer service team.

Education:

- Degree holder in Engineering in both electrical and mechanical fields preferred or related discipline
- Formal management training preferred.

Needed working experience:

- Minimum of 5 years working experience in technical service oriented environment
- Experience working closely with remote customer service organization(s) preferred
- Familiar with computer and network both hardware, software and system designing knowledge.

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