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Field service manager China

请投简历至 job@tomra.cn

Position Overview
This role is responsible for overall service activities in Mainland China, Hongkong, Taiwan areas, including but not limited to customer satisfaction, business target, team development,… The role will provide guidance, instruction, motivation, direction and direct leadership for a group of Field Service Engineers, focusing on customer satisfaction, service quality.
The Supervisor will identify strengths and improvement needs of each team member and propose development plans to strengthen the overall team performance.
Although the role is leading for a team of Service engineers in field he will:
-Be the central contact point for all escalated customer service issue
-Act as technical consult when there is a service demand,
-Lead and contribute to the Service Sales activity.

Roles and Responsibilities:
As a manager is to ensure the performance and the motivation of his team.
He is responsible to optimize all available resources (days in the field and competences) and get the best efficiency out of it.
He will be measured looking at the main following KPI (non-exhaustive):
-Customer satisfaction
-Service quality
-Service revenue
-Skill matrix development of the team
Main tasks:
-Make sure Health and Safety is under control with each FSE.
-Be the first contact for team-members for technical and organizational questions. He will provide solutions if necessary in cooperation with his line manager. He will be the voice of the team towards the management.
-Ensure a positive working environment and participate in creating a good team spirit within the team and organization.
-General personnel responsibilities. Execute annual appraisals, salary review holiday approval within the frame defined by the management.
-Implement the defined strategy and policy to make sure the team will reach its specified goals.
-Identify and define training needs within his team (skills matrix). Define the induction program (including join field visit) for new FSE
-Execute the each FSE planning together with the back office team, project management. He is the point of escalation both ways and has final decision for issues / priority setting.
-Must act according to his role when the situation calls for it. E.g. negative feedback from customers, bad administration, etc.
-Identify and collect the inputs for product and process improvements, participates in implementing and creating of company policies.

Candidate profile:
-5+ years in the industrial service business, engineering education background.
-Proven teamwork and team leader skills, excellent interpersonal, write and oral communication skills both in Chinese and English. Be comfortable working in a multinational environment
-Business focused with excellent technical problem-solving, troubleshooting, and follow-up skills
-Analytical skills & Project management skills
-Lead by example
-Socially outgoing, ability to handle stress
-40-60% travelling