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District Service Manager-South

Apply now Job no: 614746
Work type: Permanent
Location: Guangzhou
Categories: Customer Service, Asia Pacific, People Manager

Accountability 1:  Lead team to improve customer service experience

  • Monitor and manage front of line service follow standard processes, and lead team to implement service improvement plan
  • Lead team to implement and execute service improvement projects
  • Collect and feedback product quality issue according to the criteria process to ensure the effectiveness of execution
  • Regularly review and monitor front of line service performance, provide enhancement solutions
  • Keep continues to provide support to obsolesce users to keep them on the air
  • Monitor and manage service inventory, warranty replacement, repair process, etc. to shorten the lead time

 

 

Accountability 2:   Lead team to achieve sales through target and help customer hearing better

  • Lead team achieve regional sales target
  • Customer group segmentation with relevant business strategy, support team to promote with targeted customer
  • Regular review with Install-Base team, to manage and follow up on potential customer, to increase sales conversion rate

 

Accountability 3: Explore business opportunities to expand market share

  • Master and strengthen product knowledge study, be able to introduce to potential customers
  • Lead team through activities and daily service, proactive expand the bilateral opportunities to increase penetration

 

Accountability 4:   Maintain the relationship with internal & external partners to expand branding influence

  • Work closely with internal team to ensure the consistency of business development direction
  • Maintain good relationship with rehab centers, identify and expand the scope of cooperation on business
  • Cooperate with GA and sales team, seek, influence and promote sales opportunities with local DPF on expand funding to support upgrade business

 

Accountability 5:   Monitoring and guidance with regional related services

  • Monitor and guide filed service staff implement and execution daily services
  • Understand the overall service situation in the region, analysis KPIs, service performance by monthly, find out the gaps and lead team to improve
  • Establish a quarterly meeting of cross functional team, to have alignment on customer experience, business, how to achieve, required support, opportunities and challenges
  •  

Accountability 6:   Team capability and management

  • Understanding the required capabilities and the gaps, lead to meet the requirements of the job responsibilities
  • Demonstrate and support team to better understand and implement HEAR behavior
  • According to the business development demand for training requirement
  • Regularly 1 on 1 review with team member

Key Incumbent requirements:

 

 

Minimum:

· 3 years experience on directly provide services to customer

· 1-2 years working experience in medical device or related industry

· 1-2 years experience on team management

· Demonstrate ability to communicate effectively with customers

· Able to work a flexible schedule to meet the needs of the service business

· Able to travel frequently

· Knowledge and detail experience required: Good Chinese writing, MS office capability, good communication skills, open and collaboration

 

 

Ideal:

· Good English on reading and writing

· Ability to multitask, prioritize work efficiently and work independently

Advertised: China Standard Time
Anticipated Application Closing: China Standard Time

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