Service Area Manager
7 months ago
Overview
Post Date June 7, Number WEBCN-- Job Function Technical Service & Support Location 北京 Country Mainland China
About the Position
Responsibilities :
Acts as representative of the technical service and support in front of the customer. Leads and manage any complaint from the customers in his area, regarding technical service and support, managing the service recovery, root cause analysis and corrective actions. Monitors daily all open calls in his area, escalating any situations that does not reaching the company service level goal. It is a technical leader, able to support the FSE in the field in case of need. Hire, manage and coach the FSE in his area, following Werfen expectations of a people manager role. Including monthly team meetings, Bi-annual face-to-face meetings, performance review and individual development program. Monitor service quality: Response time, Solution time, FTF, data reliability, quality of the Incident report, quality of the intervention, IFR… Ensure consistency, timeliness and accuracy of service data from the service activities. Ensure effective coordination of the service department with applications and sales area. Ensure compliance and implementation in the field of service policies, procedures and tools decided by the company. Drive a continuous improvement and quality mindset, identifying root cause, propose corrective actions and drive implementation in the field. Manage implementation and performance of customer experience management and a customer centric culture. Monitors and review customer feedback including service recovery, root cause analysis and corrective actions. Daily oversight of service level, escalated calls review and weekly customer support meeting. Collaborate with peers to drive options and solutions of escalated problem resolution. Responsible to identify and address training needs of field service team Responsible to identify and address technical trends in the field. Perform other tasks as assigned.Requirements:
Minimum 3 years working 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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