Director of Service Sales and Operation

6 months ago

Shanghai, China Universal-Robots Full time

#WeAreUR and we continuously redefine automation

At Universal Robots, part of Teradyne Inc., we are empowering change in the way work is done. Our vision is to create a world where people work with robots, not like robots. And with 75,000+ cobots already installed worldwide, we’re well on the way to achieving it. Working towards our vision gives us endless opportunities to learn, grow, innovate, and solve problems together as we bring our technology to companies of all sizes all over the world.

Universal Robots (UR) has an opportunity for an experienced large multi-country region Service Sales Manager. Do you possess a unique blend of Engineering background, Automation industry experience, a strong desire to advocate for and support customers while influencing our company’s service sales and product roadmap?

This individual is an experienced sales professional with service selling experiences who has automation technologies or related experience and excels in managing a cross functional regional service organization. You can work independently with little supervision and can also manage a cross functional Customer service team on a large region basis. Both the company and Customer see and rely on you as a trusted adviser. 

Accountabilities & Responsibilities:

Regional Sales & commercial operations leader for Region China. Lead overall China service organization mainly including service & training team, customer success team, and repairing hub team. Create and implement service strategy. Build up overall China for China localized service sales, service delivery, customer success, training, and repairing service organization. Responsible for Region China service organization budget planning, order booking and long term service contract execution on revenues and gross margin rate. Collaborates with equipment sales processes to drive point of sales (POS) service offers and drive automation through sales force to achieve high attach rate. Hires, trains and coaches entire service team (sales, training, repairing) on service sales and customer care process, sets targets and support team delivering targets via collaboration with Customers and our multiple distribution partners. Effectively communicate with all end users, distributors, system integrators, and various levels within the Universal Robots Company. Value positions UR Care offerings and future value add offerings to Customers and partners, delivers proposal to end users and working with right levels of influencers and decision makers, wins the multi-year service contracts. Coordinates service delivery in the region with field service engineers, tech support teams, remote service team, and factory repair centers Utilizes various business and operations tools to drive world class sales operations – salesforce, field service module, service mobility, zingtree and standard work. Leads business reviews with customers and partners in the regions, develops and implements service maintenance service agreement (MSA) custom framework with all our key channel partners, collaborating with equipment (Cobot) sales team across the region. Defines strategic priorities and builds business cases to fund and drive them to closure collaborating with global and head quarter service functions. Drives standard work and manages performance to budget via KPI’s and logic. Trains our customers and partners Hire & develops commercial organization for entire China region over time; Works directly with Service VP and other global HQ service functions on driving overall mature service operations in the region. Manages pricing strategies to drive high margin growth, with margin rate & $ gain in business plan period. Deliver high service levels to Customer demonstrated by repeat sale of service contracts, price gain yearly and high customer satisfaction scores. Other duties as assigned.

Primary Requirements:

Responsible for strategically hiring service sales representatives, training, delivery and repairing engineers to drive a clear vision and high growth financial and commercial operations targets. Willing to learn selling expectations and value proposition in a fast paced, hyper growth global service strategy. Strong verbal and written communication skills. Strong financial, pricing and costing skills, discount and promotion strategies, POS maximization understanding to achieve high attach rates of service contracts sold with new equipment sale. Ability to exercise judgement and to work independently as a leader. Must be able to understand and follow complex instructions. Valid driver’s license. 5-15 years of regional service & training manager experience in industrial equipment industry. Great deal of 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. Demonstrated record of strategic mindset, running few strategic projects to drive commercial excellence and customer reach capacity. Comfortable utilizing up-sell techniques via value and pain point based selling. Strong problem-solving, quantitative and analytical skills with a proven ability to make data-driven decisions. Proven effective leadership. Entire work time is conducted in an office setting with frequent travels to customers and partners. Strong English language proficiency, knowledge of additional languages a plus In-depth knowledge of commercial compliance and risk management People hiring and management experience. Business process experiences – KPI, project management, prioritization, sales force excellence, hiring and team management, data analytics, standard work, commercial excellence, outbound calls and customer visits culture, installed base management, forecast management, risk management, service marketing, service campaigns. Driven, clear thinking, collaborator, highly communicative, people leadership, empathy. Advocate for and Support the Customer, while aligning to the objectives of UR. Manage and grow the business for established and new customers. Create and implement sales strategy using strategic sales tools and processes. Develop relationships at all levels within the Customers’ organizations and within UR. Must be willing to travel 50+%

Qualifications and Experience:  
• 5 plus years of experience in capital equipment or service sales or marketing with great deal of experience within the robotics or automation or a related industry.
• Proven ability to drive long sales cycle design-ins.
• Highly empathetic to Customer needs
• Excellent communication and analytical skills

Education:
BSEE or equivalent work experience. MBA a plus.

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