職位描述
The Service Manager leads and manages the Service organization, and is responsible for defining its strategy and goals in accordance with the Dr?ger Safety business strategy, as well as for the implementation and performance of Dr?ger Service in order to meet the established service goals in regard to maximum growth and profitability in China. He/she is responsible for the profit and loss for the entire service business of the company, and develops and implements the service processes and ensures the continuous check and improvement.
崗位職責(zé)
Service strategy and business plan
-Identify relevant trends in the market, translate these trends into strategy, s and products in agreement with the overall strategy
-Maximize the service development through business plan and develop and implement service strategies that enable the company to achieve its corporate ives
-Develop and prepare annual service and expense budgets in accordance with formal requirements
-Establish and control annual budgets, individual and team targets and relevant forecasts
-Set the prices for service products and service solutions in agreement with the companies’ overall strategy
-Build and develop a market for service work
-Contribute to the development of the company’s corporate strategy, particularly in relation to service ives
Service targets realization
-Develop, optimize and implement service processes to ensure Dr?ger Service goals and ives are met or exceeded
-Monitor and generate sales of Dr?ger Service to ensure sales goals and market share, defined in ive plans, are met or exceeded
-Serve as the primary liaison between Sales, Customer Care, and Manufacturing staff on the effective delivery of customer service
-Manage the employees and set clear tasks and goals measure, correct and uate results of the Service employees
-Ensure that employees are properly supported and trained, transfer knowledge to service employees with respect to pricing policy, financial, commercial and organizational aspects
-Ensure needed service tools are available, safe and up-to date and fulfill all external and internal requirements
-Ensure service contracts and customer repair orders are accepted in accordance with approved pricing & terms of sale
-Represent the Service department towards authorities
-Be responsible for contract management in terms of pre-screening all partner/ distributor and end customer, document control and sales channel partner risk assessment
Customer relationship management
-Maintain contacts with major accounts and key opinion leaders of service in coordination with Regional Service Manager / Supervisor to ensure the company’s maximum sales potential is realized
-Make sure the customer satisf (Net Promoter Score) is continuously developing positively
Quality management
-Develop and implement internal and external quality standards and processes to fulfill the quality requirements for products and services
-Monitor procedures and processes and implement appropriate measures, manage and ensure the progress and quality of the work and make sure a continuous improvement process is established
-Ensure compliance of field service staff with Dr?ger Service Strategy, guidelines, policies, and quality standards as well as safe working procedures as stipulated by national, industry, corporate and customer specific regulations / policies / work instructions
Market/ competitor analysis
-Keep updated on new markets and developments in products, equipment and services and translate these observations into local s/ strategy development
-Keep an awareness of the competition, their strengths, weaknesses, sales and marketing methods and philosophies
Training and workshop organization
-Ensure Service staff display professional presentation supported by capable technical training to service product range at assigned customers
-Define training needs and programs for service staff and ensure training level sufficient to meet service competency level
-Be responsible for Service Workshop Management including service branch offices, i.e. monitoring of turn-around times, tools & spares inventory and ongoing process optimization
Leadership
-Lead and manage subordinated employees including headcount planning, recruiting, review and assessment of employees’ performance, professional development and coaching, compensation review, and health & safety, motivation and enabling employees to optimize their contribution to the department
-Monitor and control the work of Service teams
-Lead subordinated employees for environmental, health and safety topics. Ensure that all environmental, health and safety laws, regulations and practices are met and adhered to the protection of the environmental as well as the health and safety of employees. Ensure that full co-operation is given to the responsible persons in relation to environmental conscious behavior and processes, health working, safety training, risk assessment and accident reporting incidences
Others
-Attends and participates in industrial trade shows and similar meetings for the purpose of displaying and promoting Dr?ger Service
-Ensure expenses are controlled and justified within budgetary guidelines
-Assist in the collection of overdue accounts
-Maintain safe and healthy work environment by following standards and procedures comply with all quality, safety, and work rules and regulations
-Other duties as assigned by supervisor / manager
任職要求
University degree in natural sciences or management/marketing or a comparable combination of education and experience
8-10 years of experience in a multinational company in Service,
3-5 years of experience in people management
Professional
-MS Office - expert level
-English in written and spoken - expert level
Behavioral
-Management competencies according to the Dr?ger leadership competency model – advanced level
-Care about the customer – expert level
-Think strategically – advanced level
-Cooperate and communicate – expert level
