Position: | Regional Support Team Leader | 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: | | | - Understand and assess customer problems；
- Receive customer requests ；
- Assess customer needs and urgency；
- Handle customer emotions；
- Resolve customer problems；
- Solve problems on the phone ；
- Coordinate parts delivery；
- Send the right engineers；
- Create new solutions for known and unknown problems；
- Control problem solving process and quality；
- Ensure engineers provide timely and professional services；
- Check back with customers on problem status and satisfaction；
- Identify additional needs of the customers；
- Create new practices or processes to increase customer satisfaction；
- Manage team of engineers；
- Develop deployment resources plan；
- Provide HR administration；
- Motivate and allocate projects；
- Provide training for customer and engineers；
- Provide new products, solutions and modification training
- Train engineers on communication and political skills
- Assess training needs and design training solution
- Review service performance
- Provide monthly reports on customer issues and solutions
- Analyze problems, parts, and competitor trends
- Provide action plans for improvement
| | | | Qualification & Requirement: | | | - B.A degree in mechanical/electrical engineering；
- 3 years or more relevant industry experiences；
- Knowledge on high voltage equipment, e.g. transformer, switch changer, etc.；
- Experience in dealing with electrical power companies (power plants power supply bureaus...)；
- Customer orientated, polite and patient；
- Excellent communication and problem solving skills.；
- Remote team management；
- Able to travel 70% of time within China.
| | | | Nationality: | Prefer local Chinese | | | | Compensation: | The starting compensation will depend upon, among others, the individual’s experience, qualifications and current earnings. | | | | Report To: | National Customer Support Manager | | | | Location: | Xian, Shenyang, Jinan， China | | | | | | |
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