- Develop the team and processes to provide the most comprehensive and satisfying after-purchase service experience in the technical services marketplace.
- Manage a team of more than 100+ service personnel, including field technicians, a highly active tech support and training team and management staff.
- Improve all major Key Performance Indicators (KPIs) across the entire Business Area, effectively reducing the customer’s Total Cost of Ownership (TCO), increasing customer satisfaction and improving the financial performance of the Service Business Area.
- Assist in developing and growing the sales of value-added services such as contracts, validation services, etc.
- Effectively integrate and connect after-sale service processes with those of Marketing, R&D, Sales, Operations and Finance
- Improve the quality of the existing customer databases to allow for more efficient communication and more effective management of sales opportunities with the existing customers.
- Increase overall knowledge base of the staff through effective training tools and recruiting techniques for improvements in response time, problem resolution effectiveness, personnel utilization and productivity, as well as revenue growth and cost management.
- Travel internationally and within the U.S. as required
- Responsible for ensuring customers have a positive experience in the aftersales market
- Strong leadership skills and the ability to get results. A high performance person with project management and good coordination skills, who can develop the business while managing the day-to-day business.
- Strong management and communication skills, with the discipline to develop and execute strategic and tactical plans.
- Responsibilities include interviewing candidates, hiring, and developing personnel; providing a motivational influence; planning, assigning, and directing work whenever appropriate; appraising performance; providing recognition and rewards to successful performers; taking proactive steps in situations that require discipline, including trmination of non-performers; generally eliminating obstacles and resolving problems.
- The capability to develop and implement new processes for improvement.
- Hands on approach. Lead by example. Engage with the whole team frequently.
- Lean manufacturing, Six Sigma or other efficiency tools are welcomed.
- BS Degree in a commercial or administrative field with extensive technical/engineering, experience from the capital equipment area.
- 5+ years of experience in a mid to senior level customer service role supporting customer escalation and productivity KPIs.
- This position has a travel requirement of 10-25% intermittently. Travel could include both domestic and international travel (by commercial or personal means, including economy class air travel).
- Medical, dental and vision care coverage and a 401(k) savings plan with company matching – all starting on date of hire
- Tuition reimbursement, employee wellness programs, plus other perks and discounts
- Parental and caregiver leave policies
- All the usual benefits such as paid time off, flexible spending, short-and long-term disability, basic life insurance, business travel insurance, Employee Assistance Program, and domestic partner benefits
- Global market strength and worldwide leadership in weighing
- A brand name that is identified worldwide with precision, quality, and innovation
- Thousands of patents, design and innovation awards
- A commitment to extraordinary service on our state-of-the-art equipment
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法人实体