Service Area Manager

3 weeks ago


Beijing, Beijing, China Werfen Full time

Job Summary

We are seeking a highly skilled Service Area Manager to join our team at Werfen. As a key member of our technical service and support team, you will be responsible for leading and managing customer complaints, monitoring daily open calls, and ensuring consistency and accuracy of service data.

About the Position

The successful candidate will have a minimum of 3 years of experience in technical/field service, with fluent English and service skills with Werfen instruments. You will be responsible for hiring, managing, and coaching field service engineers, as well as monitoring service quality and ensuring compliance with company policies and procedures.

Responsibilities

  • Lead and manage customer complaints, including service recovery, root cause analysis, and corrective actions.
  • Monitor daily open calls and escalate situations that do not meet company service level goals.
  • Manage and coach field service engineers, including monthly team meetings, bi-annual face-to-face meetings, performance reviews, and individual development programs.
  • Ensure consistency and accuracy of service data from service activities.
  • Ensure effective coordination of the service department with applications and sales areas.
  • Drive continuous improvement and quality mindset, identifying root causes, proposing corrective actions, and driving implementation in the field.
  • Manage implementation and performance of customer experience management and customer-centric culture.
  • Responsible for identifying and addressing training needs of field service team and identifying and addressing technical trends in the field.

Requirements

  • Minimum 3 years of experience in technical/field service.
  • Fluent English is highly desirable.
  • Service skills with Werfen instruments.
  • Communication skills with customers.
  • Critical and out-of-box thinking.
  • Operations continuous improvement.
  • Lean services.
  • Resilience.
  • Orientation to results.

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