Service Sales and Operations Director

4 weeks ago

Shanghai, Shanghai, China Universal-Robots Full time

Empowering Change in the Way Work is Done

At Universal Robots, part of Teradyne Inc., we are redefining automation and empowering change in the way work is done. Our vision is to create a world where people work with robots, not like robots. With 75,000+ cobots already installed worldwide, we're well on the way to achieving it.

We're seeking an experienced Service Sales Manager to lead our large multi-country region service sales organization in China. As a trusted adviser to our customers and partners, you will be responsible for creating and implementing service strategy, building a localized service sales, delivery, customer success, training, and repairing service organization.

Key Accountabilities:

  • Lead overall China service organization, including service & training team, customer success team, and repairing hub team.
  • Create and implement service strategy, driving high revenue business for Service and high profitability.
  • Responsible for Region China service organization budget planning, order booking, and long-term service contract execution.
  • Hire, train, and coach entire service team on service sales and customer care process, setting targets and supporting team delivery.
  • Effectively communicate with end-users, distributors, system integrators, and various levels within the Universal Robots Company.
  • Value position UR Care offerings and future value-add offerings to customers and partners, delivering proposals to end-users and working with influencers and decision-makers.
  • Coordinate service delivery in the region with field service engineers, tech support teams, remote service team, and factory repair centers.
  • Utilize business and operations tools to drive world-class sales operations, including Salesforce, Field Service Module, Service Mobility, Zingtree, and Standard Work.
  • Lead business reviews with customers and partners in the regions, developing and implementing service maintenance service agreements (MSA) custom framework with key channel partners.
  • Define strategic priorities and build business cases to fund and drive them to closure, collaborating with global and headquarter service functions.
  • Drive standard work and manage performance to budget via KPIs and logic.
  • Train customers and partners.
  • Hire and develop commercial organization for the entire China region over time, working directly with Service VP and other global HQ service functions.
  • Manage pricing strategies to drive high-margin growth, with margin rate and $ gain in business plan period.
  • Deliver high service levels to customers, demonstrated by repeat sales of service contracts, price gain yearly, and high customer satisfaction scores.

Requirements:

  • 5-15 years of regional service & training manager experience in industrial equipment industry.
  • Strong understanding of Service business, share of wallet, and how to build/drive high revenue business for Service and high profitability.
  • Demonstrated consistent record of meeting or exceeding sales goals.
  • Proven effective leadership and ability to exercise judgement and work independently as a leader.
  • Strong verbal and written communication skills, with excellent analytical skills and ability to make data-driven decisions.
  • Valid driver's license and willingness to travel 50% or more.

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