National Service Manager/ 全国售后服务经理_ HC

Job Summary 工作概述:

• Plan, direct and control the nationwide field service in line with national guidelines and strategies & policies ensuring the highest level of customer service is achieved and maintained
• Development and implementation of new projects and activities to enhance field service quality (customer satisfaction), increase service - and spare parts turnover
• Manage and lead the field service team

Roles and Responsibilities岗位职责:

• Establish projects, activities to further increase customer satisfaction, and turnover
• Policy and process development and improvement
• Field service budget definition and control
• Nationwide arrangement of service interventions (chargeable and non-chargeable)
• Service quality measurement, management and improvement
• Promotion of services and spare parts
• Complaint management (incl. crisis management) support from technical side
• Service and spare parts promotion
• Support at spare parts stock planning and forecasting
• Control field service team KPI
• Market research support (competitor data etc.)
• Other duties as assigned

 

Qualification Requirement任职资格

University degree in related field (business administration or technical)

Min. 5 years professional experience in similar position in after- sales service.

Strong technical background in HVAC related field.

After-sales service knowledge: standards, policies, processes, service QM & KPI

Fluent English.

Working experience in an international company.

Experience working with external service providers

Understanding of spare parts demand planning