Customer Support Manager

7 days ago


Suzhou, Jiangsu, China Schaeffler Full time

Schaeffler is a dynamic global technology company, thriving on entrepreneurial spirit and a rich family business heritage. Are you intrigued? As a partner to all major automotive manufacturers and key players in the aerospace and industrial sectors, we offer numerous opportunities for your professional growth.

Your Key Responsibilities

  • Oversee the development of aftersales service operations, including equipment modifications and spare parts sales.
    Manage the department's aftersales service initiatives, focusing on modifications and parts distribution.
  • Lead the aftersales team, establishing management KPIs to enhance customer satisfaction.
    Direct the aftersales team, setting management KPIs aimed at boosting client satisfaction.
  • Establish a structured aftersales service process for both internal and external clients.
    Develop a standardized repair service protocol for internal and external customers.
  • Monitor and control the costs associated with aftersales services.
    Manage and oversee the expenses related to aftersales operations.
  • Gather customer service requirements and relay feedback to the design and quality teams for continuous improvement of machine quality.
    Collect client feedback on equipment issues and communicate with design and quality departments to enhance product quality.
  • Foster and maintain strong customer relationships;
    Build and sustain positive relationships with clients.

Your Qualifications

  • Bachelor's degree or higher in Mechanical or Electrical Engineering or a related field.
    A degree in Mechanical or Electrical Engineering or a related discipline is required.
  • More than 8 years of experience in aftersales service, with at least 3 years in a managerial role.
    Over 8 years of experience in the manufacturing sector's aftersales service, including 3 years in a leadership position.
  • Willingness to travel for business more than 30% of the time.
    Ability to accommodate over 30% of work time for business travel.
  • Proficiency in English as a working language.
    English proficiency is essential for this role.
  • Excellent communication skills and the ability to work under pressure.
    Strong communication abilities and capacity to perform under stress.

We are shaping the future through innovation, and we have exciting tasks and outstanding development opportunities awaiting you. We look forward to your application.

Your Contact Person

Schaeffler Smart Machinery SMC

Yichi Zhang

Keywords: Strongertogether; Experienced; Supervisor (General); Full-time; Fixed-term; Sales Management;



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