Position: | National Customer Support Manager | Description: | | | | Company Background: | | | Our Client, a German company, the innovation leader, technology leader in the tap-changer business and also the No 1 supplier of on-load tap changer for power transformers in various industrial applications, is now searching for candidates in China.
| | | | Main Responsibilities: | | | - Develop a customer support strategy;
- Identify short and long-term support service needs;
- Provide direction of the national service team to meet growing business needs;
- Design a decentralized support structure to cover the whole country;
- Manage a national support team;
- Develop a comprehensive performance management system for support engineers;
- Provides timely feedback to management regarding issues affecting the quality of service to the customer;
- Collaboratively work with other groups to achieve a high degree of internal and external satisfaction regarding the support of company's products and solutions;
- Coach Regional Support Team Leaders to lead their teams effectively;
- Hires, trains and develops a high performing customer support team focused on delivering results;
- Access the skill gaps and develop training plans;
- Monitor performance to provide development opportunities;
- Develop innovate ways to solve customer problems, has a clear and accurate picture of who our customers are and what they want;
- Help the team to discover common problems across customers and develop solutions;
- Coach the team to solve not only technical problems but people and management problems;
- Develop innovative solutions to meet customers’ specific needs;
- Liaise with company’s Engineering organization to effectively drive solution of problems after setting appropriate customer expectations;
- Build relationship with company’s Engineer organization to mobilize resources;
- Provide accurate assessment of customer problems when ask for support;
- Manage the support processes involving company’s Engineering organization;
- Grow maintenance business;
- Lead the maintenance sales team to grow the business;
- Set targets and provide sales support;
- Manage key customers;
- Maintain relationship and provide proactive support;
- Identify further business opportunities when providing services;
- Collaborate with Sales;
- Work with Sales to meet customer needs proactively;
- Support Sales by resolve problems of key customers timely and professionally;
| | | | Qualification & Requirement: | | | - Senior management team and technical team in Germany;
- Sales team and key customers;
- More than 3 years experience in managing customer support;
- Bachelor degree in mechanical/electrical engineering;
- Technical expertise in maintenance, service and repair;
- Experience in dealing with electrical power companies (power plants power supply bureaus...)
- With strong leadership and decentralized team management experience;
- Excellent communication, negotiation and relationship building skills;
- To be innovative and flexible in designing solutions for new problems ;
- Good command of language skills and communication skills required.;
- A disciplined, energetic, high achiever with an exceptional track record of success in customer service;
- Decisive and focused—understands what needs to be done and moves quickly to that end
| | | | Nationality: | Prefer local Chinese | | | | Compensation: | The starting compensation will depend upon, among others, the individual’s experience, qualifications and current earnings. | | | | Report To: | National Sales Director | | | | Location: | Suzhou, China | | | | | | |
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