Service Team Manager

2 weeks ago

Beijing, Beijing, China Cummins Inc. Full time

Job Summary:

The Service Leader is responsible for managing the operations of the technical support team, handling complex escalated and unresolved support issues, and leading continuous improvement activities to meet customer expectations and organizational goals.

Key Responsibilities:

  • Manage a team of technical support specialists and/or supervisors.
  • Resolve complex business problems for the team.
  • Provide timely and constructive performance feedback, develop employees, and provide opportunities for career growth.
  • Lead continuous improvement activities, reviewing, changing, and improving processes to meet customer expectations and organizational goals.
  • Develop and monitor operations, including policies and procedures, budget, operating structure, and workflow.
  • Ensure the volume of work produced meets company standards and customer satisfaction.
  • Identify trends and initiate changes/improvements necessary to achieve goals and objectives while ensuring customer needs are met without interruption to service levels.
  • Resolve escalation of complex issues and engage with the distribution channel and cross-functionally to build collaborative relations.

Competencies:

  • Balances stakeholders - anticipating and balancing the needs of multiple stakeholders.
  • Communicates effectively - developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
  • Cultivates innovation - creating new and better ways for the organization to be successful.
  • Customer focus - building strong customer relationships and delivering customer-centric solutions.
  • Develops talent - developing people to meet both their career goals and the organization's goals.
  • Ensures accountability - holding self and others accountable to meet commitments.
  • Manages complexity - making sense of complex, high-quantity, and sometimes contradictory information to effectively solve problems.
  • Manages conflict - handling conflict situations effectively, with a minimum of noise.
  • Optimizes work processes - knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
  • Situational adaptability - adapting approach and demeanor in real-time to match the shifting demands of different situations.
  • Strategic mindset - seeing ahead to future possibilities and translating them into breakthrough strategies.
  • Service Capability, Capacity, and Coverage - applies the Service Capability, Capacity, and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards; analyzes service capability metrics to identify, prioritize, and resolve channel development opportunities within the service network.
  • Values differences - recognizing the value that different perspectives and cultures bring to an organization.

Education, Licenses, Certifications:

  • College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required.
  • This position may require licensing for compliance with export controls or sanctions regulations.

Experience:

  • Significant level of relevant work experience, including supervisory experience, required. Prior experience in a technical role is highly preferred.

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