Head of Service Great China - Printing & Packaging

Head of Service Great China - Printing & Packaging



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Job details

2019-05-27 14:46
Support/Customer Service

Job description

Job Description of

Head of Service, Great China

Location: Shenzhen

Report to: VP Great China

Job Summary:

  • Oversees the management of the Business Unit Services, which includes all customer service, technical service and after-market sales-support related matters.
  • Directs and monitors activities of key Business Unit managers and Regional Service Managers.
  • Maintains awareness of service-related trends and initiatives and directs appropriate response.

Main responsibilities:

Oversees the management of the Business Unit Services:

  • Implement BU Service strategy and goals and monitors oversight of component entities;
  • Ensures short-term and long-term objectives and KPIs are met;
  • Seeks innovations and prompts subordinate management to implement meaningful solutions;
  • Monitors effectiveness of customer service and technical service operations;
  • Manages Head of Technical Services, overseeing e-Services, process optimization, proactive services and 24/7 remote assistance.
  • Attends company sales & service meetings to provide business updates, reinforce company objectives;
  • Recommends relevant organizational changes, consist with strategic objectives;
  • Reviews management performance reports for BU Service functional areas and directs corrective action;
  • Maintains awareness of service-related trends, initiatives and challenges;
  • Inspires high performance among subordinates;
  • Ensures that resources are in place to properly analyze, report and recommend corrective action against such operational metrics as sales revenues, 4S data, parts, service and training revenues, employee and customer satisfaction and customer service response levels;
  • Visits various Regional Service Managers in their respective geographic areas;
  • Travels with RSMs to visit customers and to build alliances, excitement and interest in products;
  • Works with RSMs to develop objectives suitable for their particular region;
  • Monitors RSM activities and provides guidance as appropriate;
  • Collaborates with RSM and customers to support the development of new products and services.
  • Ensures systems are in place to gauge customer satisfaction;
  • Monitors the Business Unit’s after-market pricing structure and methodology ensuring that it capitalizes on current and future (to be developed) opportunities;
  • Regularly meets with customers to listen, solidify relationships and solve problems with shared vision;
  • Maintains awareness of state-of-the-art technologies and practices that may improve quality, productivity, or service levels and ensures that subordinate managers respond accordingly;
  • Ensures that all Business Unit operations function consistently with established processes and standards that are consistent across all three-business areas.

General responsibility:

  • Constantly seeks to develop his subordinates and insure a continuous stream of employees excelling in the role and ready to take additional responsibilities
  • Perform annual performance evaluations on all subordinate reports;
  • Perform any other duties required to ensure the effective operation of the company.

Critical Skills and Personal Attributes:

Functional skills:

  • Ability to understand Customer Service, Technical Service and Sales trends;
  • Pro-activity in supporting and guiding subordinate managers in all business matters;
  • Seeks to increase the level of excellence in Services and relevant processes
  • Skills in Planning & Strategy
  • Experience in working in a matrix and multi-site environment.

Personal skills:

  • Strong communication and interpersonal skills;
  • Good command of English
  • Proactive work style, highly reliable and accountable;
  • Team builder and player, acting with transparency and openness;
  • Ability to multi-task in a dynamic environment;
  • Compassionate and developed sense of service.

Education and Experience:

  • Bachelor in Economics or Engineering
  • Strong experience in leadership and ability to act as a coach and catalyst
  • Has as successful and extensive experience in customer management
  • Has led a service organization
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