Key Duties and Responsibilities:
Work together with Finance and service order process teams to design tools to visualize service business progress per biz type, time phase, region, etc. Proactively identify gaps and drive responsible owners to react to guarantee various targets achieved per plan. For service team’s AOP setting each year, design a calculation model to cover comprehensive factors to make the total plan more logical. Make investment of headcount and capital expenses deployed to teams reasonable and aligned with business growth. For overall service operation management related main KPIs (including field service, service sales and service operation) make as consolidated tool to realize monitoring them easily and initatite alerts in advance. Push responsible owners to initiate projects or actions to solve the issues create from alerts. Regarding outsourcing service management, create a dashboard to show the status of overall management. The dashboard should include existing KPIs like recuritment efficiency, employee satisfaction, outsourcing expense compliance with plan, etc. For any gaps shown, push owners to make action plan and execute it in time. Monitor all PPI initiatives’ progress with visualized tool and push related owners to make action plan whenever gaps found. Through this mechanism, guarantee annual PPI maturity and saving targets achieved with all teams’s efforts. Work with Service Data Analysis team to find productivity improvement opportunity and make long term action plan to drive the assigned owners move forward per plan. Take responsibility to track actions initiated from service leadership team and coordinate related partites to make them happen per plan. Conduct audit on some operations or businesses per requirements from leadership.
Bachelor degree. More than 3 years in post-sales service manager position. Deeply understand both service operations and business. Good at planning and with project management experience. Good communication and persuading skills, especially in matrix organization structure. Strong data analysis skills and logical thinking capability. Good trouble shooting ability with teamwork across teams. Excellent verbal and written English communication skills.
Non-negotiable Hiring Criteria:
3+ years managerial experience on post-sales service manager position.