Job Summary 工作概述:

•Plan, direct and control the nationwide field service in line with national guidelines and strategies & policies ensuring the highest level of customer service is achieved and maintained

•Development and implementation of new projects and activities to enhance field service quality (customer satisfaction), increase service - and spare parts turnover

•Manage and lead the field service team

Roles and Responsibilities岗位职责:

•Establish projects, activities to further increase customer satisfaction, and turnover

•Policy and process development and improvement

•Field service budget definition and control

•Nationwide arrangement of service interventions (chargeable and non-chargeable)

•Service quality measurement, management and improvement

•Promotion of services and spare parts

•Complaint management (incl. crisis management) support from technical side

•Service and spare parts promotion

•Support at spare parts stock planning and forecasting

•Control field service team KPI

•Market research support (competitor data etc.)

•Other duties as assigned

Qualification Requirement任职资格

University degree in related field (business administration or technical)

Min. 5 years professional experience in similar position in after- sales service.

Strong technical background in HVAC related field.

After-sales service knowledge: standards, policies, processes, service QM & KPI

Fluent English.