Field Service Manager
China
Office Location – Beijing, Shanghai or Shenzhen, China
COMPANY PROFILE
A solid US-based, multinational public company considered to be #1 in its industry – Global scientific instruments / measuring instruments company with products like Solid-state lasers for material processing, scientific research …, Metrology and Defect, Detection Medical Device Quality Control, SMT Component Manufacturing MLCC Testing | Circuit Trimming, Semiconductor Manufacturing Wafer Mark | Groove | Dice, for Processing systems...
JOB DESCRIPTION
This role works with China sales team and coordinate with all levels of the Organization to establish excellence customer experiences.
For a professional with a solid technical background, management skills, excellent communication skills and use of English language. Being able to manage service business and teams for Laser, Optics, Photonics, Optoelectronics, Electronics, Motion Control, Analytical Instruments vacuum technology and other products - in China.
Responsible Develop and execute China service strategies and initiatives for multiple product lines to grow the service business, while improving customer satisfaction and brand perception in China
- Collaborate with sales, finance, and BUs to set up strategies and objectives including service revenue for key product lines;
- Translate the China objectives into an action plan and execute the action plan;
- Develops communication and training strategies to effectively operationalize the service strategies, along with tracking metrics to gauge performance to plan and effectiveness of individual strategies and objectives;
- Organize and strong in day to day management of the service team;
Organization development and staffing
- Determine the scope of work for service engineers and develop effective job descriptions
- Develop 90 days onboarding curriculum, technical and soft skill competency for the service team to maximize productivity;
- Set quantitative and qualitative performance levels and conduct team member’s annual performance reviews including developmental and tactical objectives;
- Conduct regular one on one to proactively discuss progress and provide directions. Strong coaching skills to steer the team, hold them accountable, and not do their work for them;
Optimize the service team to support the short term and long-term objectives in term of human resources, spare parts, and tools
- Support the team members for major deals and challenges;
- Optimize service management system to increase customer satisfaction and achieve service excellence;
- Works with service Director to develop predictive analytics for products lifetime, and develops service strategies and service product offerings around each product line with this data to steer revenue generation and profitability;
- Develops methods for tracking funnel of potential service opportunities to support revenue growth and customer satisfaction;
- Develop standard service processes and procedures for product installation, repair, troubleshooting, and engineering change upgrades;
- Estimate the number of days/hours for each activity in the process based on a competent service engineer. Promote effectiveness and efficiencies;
- Develop customize service program for major customers;
- Develop effective service metrics, analyze the metrics, take necessary corrective actions to optimize. Prepare monthly report (Service booking/revenue, Engineer utilization, Cycle time, Customer satisfaction, Cost management);
Internal & external Engagement
- Engage with BUs, financial, application, other sales team, CSR team and logistic, including executives;
- Participate in customer engagement with the sales team and business units. Stay connected with key customers;
- Provide support and inputs in all aspects of the service program;
Job Requirements:
7+ years of service team management experiences with strong management capabilities;
Prefer prior experience in Laser or Photonics technology and knowledge of the Life & Health Sciences, Research, Micro Processing, and Semiconductor markets;
Strong leadership and communications skills with different levels of the organization as well as interacting with customers;
Passion for excellence in service operations, ability to develop and optimize systems and processes to achieve excellence;
Ability to set priorities, develop a work schedule, monitor progress towards goals, and track activities. Able to be hands-on/tactical Management role;
Outstanding problem-solving skills to identify causes, gather and process relevant information, make recommendations, and/or resolve the problem;
Required to speak fluently in English, both verbal and written. Experience in a multi-cultural environment is a must;
Bachelor’s degree, master’s preferred, in a technical/related field;
We can assure you that you’ll never die of boredom.
To apply, please help us understand necessary information about you as to be able to help you faster. Please fill in the application Form
A solid US-based, multinational public company considered to be #1 in its industry – Global scientific instruments / measuring instruments company with products like Solid-state lasers for material processing, scientific research …, Metrology and Defect, Detection Medical Device Quality Control, SMT Component Manufacturing MLCC Testing | Circuit Trimming, Semiconductor Manufacturing Wafer Mark | Groove | Dice, for Processing systems...
JOB DESCRIPTION
This role works with China sales team and coordinate with all levels of the Organization to establish excellence customer experiences.
For a professional with a solid technical background, management skills, excellent communication skills and use of English language. Being able to manage service business and teams for Laser, Optics, Photonics, Optoelectronics, Electronics, Motion Control, Analytical Instruments vacuum technology and other products - in China.
Responsible Develop and execute China service strategies and initiatives for multiple product lines to grow the service business, while improving customer satisfaction and brand perception in China
- Collaborate with sales, finance, and BUs to set up strategies and objectives including service revenue for key product lines;
- Translate the China objectives into an action plan and execute the action plan;
- Develops communication and training strategies to effectively operationalize the service strategies, along with tracking metrics to gauge performance to plan and effectiveness of individual strategies and objectives;
- Organize and strong in day to day management of the service team;
Organization development and staffing
- Determine the scope of work for service engineers and develop effective job descriptions
- Develop 90 days onboarding curriculum, technical and soft skill competency for the service team to maximize productivity;
- Set quantitative and qualitative performance levels and conduct team member’s annual performance reviews including developmental and tactical objectives;
- Conduct regular one on one to proactively discuss progress and provide directions. Strong coaching skills to steer the team, hold them accountable, and not do their work for them;
Optimize the service team to support the short term and long-term objectives in term of human resources, spare parts, and tools
- Support the team members for major deals and challenges;
- Optimize service management system to increase customer satisfaction and achieve service excellence;
- Works with service Director to develop predictive analytics for products lifetime, and develops service strategies and service product offerings around each product line with this data to steer revenue generation and profitability;
- Develops methods for tracking funnel of potential service opportunities to support revenue growth and customer satisfaction;
- Develop standard service processes and procedures for product installation, repair, troubleshooting, and engineering change upgrades;
- Estimate the number of days/hours for each activity in the process based on a competent service engineer. Promote effectiveness and efficiencies;
- Develop customize service program for major customers;
- Develop effective service metrics, analyze the metrics, take necessary corrective actions to optimize. Prepare monthly report (Service booking/revenue, Engineer utilization, Cycle time, Customer satisfaction, Cost management);
Internal & external Engagement
- Engage with BUs, financial, application, other sales team, CSR team and logistic, including executives;
- Participate in customer engagement with the sales team and business units. Stay connected with key customers;
- Provide support and inputs in all aspects of the service program;
Job Requirements:
7+ years of service team management experiences with strong management capabilities;
Prefer prior experience in Laser or Photonics technology and knowledge of the Life & Health Sciences, Research, Micro Processing, and Semiconductor markets;
Strong leadership and communications skills with different levels of the organization as well as interacting with customers;
Passion for excellence in service operations, ability to develop and optimize systems and processes to achieve excellence;
Ability to set priorities, develop a work schedule, monitor progress towards goals, and track activities. Able to be hands-on/tactical Management role;
Outstanding problem-solving skills to identify causes, gather and process relevant information, make recommendations, and/or resolve the problem;
Required to speak fluently in English, both verbal and written. Experience in a multi-cultural environment is a must;
Bachelor’s degree, master’s preferred, in a technical/related field;
We can assure you that you’ll never die of boredom.
To apply, please help us understand necessary information about you as to be able to help you faster. Please fill in the application Form
If interested in exploring any of advertised open opportunities plese help us learn more about you.
We will not use your information in any way that you do not explicitly approve. Discretion and professionalism are part of our core values. The more details you offer easier will be for us to help you. Inquieries with incomplete information might or might not be considered. 1. Skype and the phone number are optional but are a BIG PLUS to be able to help you better. 2. Before applying please take time to understand the JD thoroughly and please do not ignore "must haves" in requirements. If for example the JD speciffically asks for "X" national it is pointless to ask: " I am not "X" national but can I apply"? This kind of questions are down prioritized or might not be considered at all. |
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