Service Area Manager

4 weeks ago


Beijing, Beijing, China Werfen Full time

About the Role

This is a key position within our technical service and support team, responsible for leading and managing customer complaints, service recovery, and root cause analysis. The successful candidate will have a strong technical background and excellent communication skills.

Key Responsibilities

  • Represent the technical service and support team in front of customers.
  • Lead and manage customer complaints, service recovery, and root cause analysis.
  • Monitor daily open calls and escalate situations that do not meet our service level goals.
  • Support field service engineers in the field as needed.
  • Hire, manage, and coach field service engineers, including performance reviews and individual development programs.
  • Monitor service quality metrics, including response time, solution time, and data reliability.
  • Ensure consistency, timeliness, and accuracy of service data.
  • Coordinate with applications and sales teams to ensure effective service delivery.
  • Implement and enforce company policies, procedures, and tools.
  • Drive continuous improvement and quality initiatives.
  • Manage customer experience management and customer-centric culture.
  • Review customer feedback and implement corrective actions.
  • Collaborate with peers to resolve escalated issues.
  • Identify and address training needs of field service team.
  • Identify and address technical trends in the field.

Requirements

  • Minimum 3 years of experience in technical or field service.
  • Fluent English is highly desirable.
  • Service skills with Werfen instruments.
  • Excellent communication skills with customers.
  • Critical thinking and problem-solving skills.
  • Operations continuous improvement.
  • Lean services.
  • Resilience.
  • Results-oriented.

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