西安招聘

The Regional Service Director is responsible for managing the after-sales service operations for the region China by directing, coordinating and leading the organization and its activities to meet customer service expectations and secure financial metrics are met. The Regional Service Director is responsible for building up the optimal service organization to meet customer needs as well as long terms targets. The long-term objective is for Tier 1 and 2 services to be met within region where there is scale, and the Regional Service Director is responsible for developing an organization to meet current and projected customer requirements within the region.

He/she will establish a clear process to alternate resources that are allocated from Centre or adjacent regions when required service level is not available within the region (Tier 2+ or due to resource constraints). He/she will ensure that contact centre standards and escalation processes within the region are consistent with global standards. This position will report to Regional Managing Director China, and is required to work closely with the EVP Service to enhance global service standards. The Regional Service Director is fully in charge and leads the regional service business to meet agreed strategic and operational goals for the region China. The Regional Service Director will be located in China and the estimated travel time will be around 50%.

Main Tasks

? Is the customer oriented functional leader for service for the region

? Develops regional market execution plan to actively promote the service and maintenance offerings to deliver expected service levels

? Develop and manage the regional service organization, towards local and global initiatives and customer demands

? Drive growth of Service in the region by optimal coverage of the installed base and customer satisfaction. Identifies growth potential and relevant market actions for after sales service solutions, mainly spare parts and service contracts, based on installed base analysis and relevant marketing insights

? Drive service excellence in the region through:

o Responsibility for management of key strategic/tactical change projects for the region

o Responsibility for implementing global service standards, best practices and policies for the region

o Enabling and managing operational excellence in the area of field service, technical support and spare parts delivery

o Drives change and organizational learning within the region

o Is responsible for HSE in the local environment with regards to Service activities

o Analyses service performance and capabilities to identify gaps and best practices e.g. productivity, quality of service, efficiency and effectiveness of people, processes and technology

o Is accountable for Tier 1 service performance for the region, and development of Tier 2 capability within the regiono Sets up the optimal capabilities, resource levels and footprints in the region

o Develops highly efficient, motivated and skilled service workforce to meet demand for service and maintenance needs in the market as close to the customer as possible and practical

? Drive Global cooperation

o Works closely with key stakeholders around the company to achieve strategic and operational goals for after sales service operations in the region

o Facilitates good relationships with industries and product experts and drive cross border synergiesSkills, Knowledge and Abilities 

? Knowledge of the company’s products and processes or similar technologies/industries

? Ability to execute agreed tasks & deadlines against performance criteria (KPI)

? Management and motivation of people, gaining commitment from both internal and external colleagues

? Strong entrepreneurial drive and a competitive edge

? Strategic thinker, able to crystallize concepts into real strategy

? Commercially savvy

? Extensive experiencing of managing operational customer service teams.

? Strong strategic and customer focus with a clear understanding of issues impacting the wider business of customer.

? Proven Management and/or relationship management experience at a senior, strategic level role. 

? Established track record of exceeding service targets and KPI’s preferably within a B2B environment.

? Proven communication and negotiation skills, and ability to interpret or utilize MI/BI and develop strategy and make recommendations.

? Able to adapt and succeed in a changing environment.

? Education, and Experience

? Bachelor’s degree in engineering (electrical or mechanical) or comparable working and thinking level

? Minimum of five years of managing customer-facing teams, preferably in service-related functions

? Appreciation of commercial service and business development

? Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction

? Experience in food / agricultural sectors preferred.? Fluent Mandarin and English oral and written communication skills