Principal Customer Support Manager

2 months ago

Shanghai, Shanghai, China Franke Full time

Position Overview

The Senior Product Support Manager plays a crucial role in enhancing our service strategy and ensuring the achievement of key performance indicators within the division.

Key Responsibilities:

  • Implement and oversee the comprehensive service strategy, ensuring alignment with organizational goals.
  • Provide technical, in-cup quality, and process support to our distributors and service partners' lead technicians.
  • Manage coordination of technical inquiries, quality assurance, and business-related issues through a structured ticket management system.
  • Deliver technical sales assistance to enhance customer satisfaction.
  • Actively engage in initiatives aimed at improving product quality.
  • Support significant projects from a technical standpoint, both prior to and following sales.
  • Develop and maintain a knowledge repository for troubleshooting purposes.
  • Facilitate the integration of IoT, telemetry, and API projects.
  • Conduct service performance audits of distributors and service partners, ensuring compliance with Franke Service standards through regular assessments.

Qualifications:

  • Technical degree in mechatronics, engineering, or a related field.
  • Over 10 years of experience in a technical capacity, ideally within the coffee systems sector.
  • Demonstrated leadership capabilities.
  • Proficient in managing complex situations.
  • Ability to thrive under pressure and prioritize effectively.
  • Self-motivated and solution-focused individual.
  • Advanced proficiency in MS Office and basic knowledge of SAP.
  • Fluent in Mandarin and proficient in English.
  • Proactive and forward-thinking approach.

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