Global Engineering Customer Support Manager / Director

DCV Technologies
09 Feb 2018
18 Feb 2018
Contract Type
Full Time
Global Engineering Customer Support Manager / Director

Fantastic opportunity for an experience and professional Global Engineering Customer Support Manager / Director to be responsible for the management and development of the Global customer service and support function. This will 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 and 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.

• 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.
• At least 10 years experience in a service role, with at least 2~5 years experience of the management of a customer service function.

• Proven success in a similar role.
• 5+ years experience of managing a customer service function with a large overseas install base – particularly SE Asia, Japan and USA.

• The creation of an effective, efficient and flexible Customer Support and Service operation.
• The definition and implementation of strategy to meet the company’s world wide 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.

• Someone who can meet and exceed our customer expectation and provide leadership for our core support processes.
• Someone who has the ability to plan, see the bigger picture, and create teams and structures accordingly.
• A self-starter that has drive and passion, a person who has natural leadership skills, leading from the front.
• A passionate, motivational manager.
• Control of personnel issues for responsible staff.
• Ensure regular liaison and co-working with interfacing departments to resolve any issues that may affect the performance of the operations.
• Generation of reports as detailed by the senior operations management.

• 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.
• Commitment.
• Good financial understanding

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