- Service Request Management: Act as the primary point of contact for MOs regarding service requests. Ensure prompt and effective resolution of customer issues and maintain high levels of customer satisfaction.
- Driving Service Growth: Work with MOs, business development (BD) and weighing experts, and implement growth strategies for the APAC region. Stay current with industry trends and best practices. Proactively identify areas of opportunity for Mettler Toledo service.
- Product Launch Support: Collaborate closely with PM and R&D teams to support new product launches. Provide input on serviceability, proprietary service, and contribute to the development of service documentation and tools.
- Service Product Phase-Ins: Lead the implementation and integration of new service products into the existing service portfolio. Coordinate with various stakeholders to ensure seamless transitions and effective communication.
- Technician-Training Program: Head the development and execution of training programs for service technicians. Ensure technicians are well-equipped with the necessary knowledge and skills to provide top-notch service.
- Service Innovations: Work in collaboration with SBUs to drive innovation in service processes and offerings. Identify opportunities for improvement and implement new strategies to enhance service quality, efficiency, and offering.
- Cross-Functional Collaboration: Foster strong working relationships with internal teams, including PM, R&D, BD, Training and Support Teams, SBUs, and MOs. Facilitate open communication and collaboration to achieve common goals.
- Performance Monitoring: Track and analyze key performance metrics related to service requests, product launches, and training programs. Provide regular reports and insights to senior management.
- Bachelor’s degree in Business Administration, Engineering, or a related field.
- Minimum of 3 years of experience in a customer service, product support, or technical service role.
- Strong organizational skills and the ability to manage multiple projects and priorities simultaneously.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
- Proactive problem-solving skills and a customer-focused mindset.
- Experience with training program development and delivery is a plus.
- Excellent English skills in spoken and written form.
- Familiarity with service management software and tools is an advantage.
- Proficiency in MS Office, and experience with SAP and common project management tools are a plus.
- Willingness to travel as needed to support service operations and training initiatives.
- Competitive salary and benefits package.
- Opportunity to work with a global leader in precision instruments and services.
- Collaborative and innovative work environment.
- Professional development and growth opportunities.
- Commitment to diversity and inclusion.
For those who prioritize precision, Mettler Toledo is precisely where you belong.
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