MISSION

Oversees the daily operations of the customer service department, leading team in successfully achieving company initiatives. Essential responsibilities include training, retaining customers, and coordinating with other department heads.

MAIN TASKS

• Manage the Customer Service Department in China.

• Builds strong relationships while acting as a liaison between the customer and the Company.

• Designs and implements training programs for the department.

• Collaborates with other departments to achieve organizational goals.

• Setting customer service goals for team members and helping them reach those goals.

• Control resources and utilize assets to achieve qualitative and quantitative targets.

• Travel throughout the region visiting customer's sites for the purpose of technical support, trouble shooting and meetings.

• Form and implement tools and strategies to boost profitability of operation in conjunction with the main target of customer satisfaction.

• Be the resource to the Sales department for pre-contract project costings.

• Manage resources to work within budgets for both new machine installations and existing machine upgrading projects.

• Drive the development and training of the Customer Service Engineers.

INFORMATION TECHNOLOGY

• Windows OS and Microsoft 365.

• CRM Software – MD Dynamics

• PLM Software – SmartTeam

• ERP software - QAD

COMPETENCES & QUALIFICATIONS

• Degree/Diploma in any discipline preferably in Mechanical/Electrical/Electronic Engineering.

• 5 to 10 years’ related work experience in a managerial role.

• Experience in maintenance and operations of plastic bottles blowing technology and other bottle packaging equipment an added advantage.

• Experience in a sales related position.

• Strong technical knowledge over a range of mechanical, electrical, pneumatic and machine software control systems.

• Experience in project management at a supervisory level.

• Well organized, proactive and self-motivated.

• Strong customer service skills with an emphasis on customer satisfaction and problem resolution.

• Strong organizational abilities.

• Excellent communication and leadership qualities.