Global Customer Support Manager / Director

12 Jan 2018
10 Feb 2018
Contract Type
Full Time
Job Description For Vacancy No: 237606T Consultant: Tim Bees Company Profile: Client is a market leader in its chosen market of Semiconductor and PCBA Test and Inspection Equipment. Job Location: Buckinghamshire Job Position: Global Customer Support Manager / Director (Our client will consider Manager or Director level applicants) Job Status: Permanent Job Summary: * Responsible for the management and development of our client's Global customer service and support function. * To provide management and leadership to the customer service and support function in respect of achieving the performance goals, performance improvement and financial goals including revenue, margin and inventory. * To assist in the development of the corporate strategy for the global customer support and service function and to ensure that the customer service and support goals provision are timely, cost effective and meets with customer expectations. Qualifications & Experience: Applicants will be considered from Manager or Director level candidates. Essential: * A strong engineering/technical background. * Extensive experience in the field service and support of capital equipment. * Must be willing to travel extensively for extended periods in order to meet end-users, and monitor subsidiary and agent performance. * Extensive experience in a service role, with at least considerable experience of the management of a customer service function. Desirable: * Proven success in a similar role. * Considerable experience of managing a customer service function with a large overseas install base - particularly SE Asia, Japan and USA. Skills & Abilities: Essential: * Customer focus and commercial experience. * Operational Analysis - metric based performance improvement experience. * Ability to organise and prioritise workloads. * Open communicator with the ability to communicate at all levels. * Good interpersonal skills. * Proactive and the ability to make decisions. * Team builder and team player. * * Good financial understanding. Essential Job Duties & Responsibilities: * The creation of an effective, efficient and flexible Customer Support and Service operation for our client. * The definition and implementation of strategy to meet the company's worldwide requirement with the specified budgetary constraints. * Ensure centralized service reporting, analysis of date and the development of suitable metrics to bench mark the performance of product and processes both regionally and globally. * Provision and coordination of technical feedback and "on-site" support for all subsidiaries and agents. * Provision of technical training, both in the UK and abroad (as required), and the assessment of competence of trainees. * Provision of documented, comprehensive installation instructions for all products sold by the company. * Ensure "root cause" analysis and the implementation of closed loop corrective action systems to improve product, process and service implementation. * Key member of NPI team. * Develop aftermarket products and implement future proofing programs. * Control and maintenance of service part stock levels both regionally and globally to support the install base. * Maintenance of Health and Safety and 5S in areas of responsibility. * Travel required. Salary: Please call Tim Bees on (Apply online only)