- The Head of MSC is responsible to strategically further develop the AP MOs business in close cooperation with the PI SBU Heads of Market Management and the Service Champion of the PI division.
- Provide assessments of the individual MO status on PI business including service, assess the market potential, the MO activities and plans, the iBase structure, FSRs and FSTs training level, individual conversion rates and the PI service offering (SLAs, RT, FTFR), plan improvements and implementation of growth initiatives with the AP MOs.
- Develop and manage a Shared Service offering for the PI division within the MSC.
- Support MOs on large projects and/or complex system with PI MSC, regional/global MT / PI, or external resources.
- Ensure appropriate skill levels through classroom and/or local training courses for sales (Field-sales, Tele-sales), application experts and service staff.
- Organize and provide 24/7 technical/application phone and online support to global and regional PI customers.
- Provide 2nd level application/service phone support to AP MOs, especially for complex systems installations and service escalations.
- Manage and develop the PI product test center, provide eDemos and other remote support for sales and service. Cooperate with other support centers and develop the PI support offering.
- The Head of PI MSC is a regional key contact for AP MOs to address or escalate any PI related topics or inquiries.
- He will then be able to consolidate AP feedback, share with PI division team and/or SBU heads and teams, he is responsible to support on solution finding processes.
- The Head of MSC supports the PI team as an expert for AP market requirements, with a region-specific knowledge and expertise of the PI business to develop and increase the PI success in the AP markets.
- Ensure ‘Voice of Customer’ from AP markets is heard and contributing to product and service development, to match with the requirements/expectations of customers in region-specific markets/segments.
- A minimum 5 years of professional experience in sales or service business development
- Strong communicator with excellent spoken and written English skills
- Proactive, highly self-motivated ‘out of the box thinker’
- Sound judgement and ability to analyze and act on situations and information
- At ease when dealing with individuals from various backgrounds
- Competitive salary and benefits package.
- Collaborative and innovative work environment.
- Professional development and growth opportunities.
- Commitment to diversity and inclusion.
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