The Job

Service & Technical Support Manager

Logistik, försäljning och verksamhet · Försäljning och affärsutveckling · Kundframgång

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I korthet

The Service & Technical Support Manager will define the service and technical support framework to create the best customer ownership experience and drive loyalty. This role is responsible for leading service operations and technical support to ensure customer satisfaction, operational efficiency, and achievement of service KPIs.

Ansvarsområden

  • Determine Service & Technical Supports operational strategies by conducting consumer and needs assessments, service level expectations, performance reviews and costs/benefits analyses.
  • Provide functional support to Service operations/Authorized Service Contractor in the BA region.
  • Initiate and follow through on action plans in Country-THE, focusing on organization, process & tools, capability development and governance model.
  • Establish and improve monitoring procedures and KPI Dashboards.
  • Set contractual requirements and conditions with Authorized Service Contractors to achieve desired service levels.
  • Standardize and harmonize the ways of working across all countries, in line with the overall strategy and framework.
  • Update and maintain current tools, evaluate and implement necessary new technologies and processes aligned with the region BA.
  • Define business requirements for new Field Service IT tools.
  • Support the development of training material, and implementation of training programs for authorized partners including technical skill improvements.
  • Set up and drive continuous improvement projects within Field operations and Technical Support.
  • Collaborate closely with Spares operations team to ensure spare part availability and agreed service levels are met.
  • Manage projects and coordinate with the continuous improvement team.
  • Develop and implement Region-wide programs to improve after-sales service and consumer experience.

Krav

  • University Degree, Technical background preferred.
  • 5 to 10 years of experience in Technical Service, Customer Service, After-Sales Service, or Technical Support.
  • 3-5 years in a leadership or managerial role, with proven leadership capabilities (including remote).
  • Training experience and skills.
  • Ability to successfully manage turnaround processes.
  • Experience with aftermarket and warranty processes.
  • Financial acumen and analytical thinking.
  • Negotiation skills.
  • Change Management and implementation experience.
  • Business / result oriented.
  • Good communication skills – written and verbal.
  • Problem solving skills, data analysis and reporting skills.
  • Proactivity – with fast reaction.
  • Service minded, flexible, action oriented.
  • IT skills / MS Office.
  • Fluent in English (writing and speaking).

Önskade kvalifikationer

  • Enjoy working in a truly global environment and delivering in cross-functional teams.
  • Demonstrated strategic thinking, strong analytical skills and ability to see the big picture.
  • Proven track record of displaying strong business understanding and ability to evaluate risks/opportunities making skilled business decisions.
  • Exceptional collaboration skills, proven ability to form strong cross-functional relationships with varying business partners.
  • Great communication skills and ability to convince, influence and motivate others in a complex matrix organization.
  • Keen for new experience, responsibility and accountability; self-driven, problem-solver with a proven track record of delivering great results.
  • Work effectively in a fast-moving environment, being open to new opportunities and evolving priorities, flexible in the way you deliver against strict deadlines and dealing with ambiguity, managing shifting priorities.
  • Passionate about your work and able to transmit that energy to your team; view challenges as opportunities to be overcome.

Förmåner

  • Flexibility of work hours with hybrid work arrangement.
  • Discounts on Electrolux products and services.
  • Medical & Hospitalization coverage.
  • Continuous investment in you and your development.
  • No barriers to where your career could take you.
#Service#Technical Support#Manager#Customer Experience#After-Sales Service#Operations
Electrolux Group Logo

Företag

Electrolux Group

Publicerade jobb

för 1 månad sedan

Anställningstyp

Heltid

Arbetsform

Hybrid

Erfarenhetsnivå

Senior

Platser

Bangkok, Thailand

Kvalifikation

Kandidatexamen

Sökande

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