Hong Kong - Shenzhen - Guangzhou - Shanghai - Beijing

JPC Texson Ltd, established since 1990, is a Hong Kong and China licensed Employment Consulting firm, specializes in Headhunting and Recruiting Services for companies in Hong Kong and China. We have offices in Hong Kong, Shenzhen, Guangzhou, Shanghai and Beijing.

The Company :
European multinational company

Brand owner, manufacturer and marketer : forklift, truck & warehouse equipment

Hong Kong office : sales & service office

We are looking for After-Sales Service Manager – with details as follows :

The Job :
Report to General Manager of HK office

Lead After-Sales Service team of 20 members (8 X supporting staff + 12 X Service Technicians)

Manage daily operations of the After-Sales Customer Service team.

Develop and implement customer service policies and procedures to ensure high service levels and standards.

Ensure that service coordination, service admin, parts planning, warehouse, and workshop management are well established, with backlog cleared on a regular basis

Work closely with the management team (country, area, or sales) to react/attend to customer service issues and customer complaints.

Establish complex problem-solving team with proper tracking and documentation till problem is resolved.

Act as super user in SAP and Salesforce CRM in providing guidance to the team and ensuring data accuracy.

Focus on service technician development.

Establish training, learning and development for each technician to develop technical competency.

Ensure that service KPIs are met

Drive revenue by tracking quotations and hit rate

Drive new service contracts and existing contract renewal

Work on continuous improvement of customer service operations based on internal feedback (sales teams) and external feedback

Coordinate and manage customer service projects and initiatives as required by management.

Tertiary education preferably in Business Administration, Engineering, or relevant field

10+ years in after-sales service or customer service, with at least 3 years in a managerial role

Experience in vehicle/truck/forklift/machinery/equipment is highly prefer

Strong leadership skills, with the ability to manage cross-functional teams and drive results

Excellent customer service skills, with the ability to build and maintain relationships with customers and stakeholders

Proficiency in CRM & SAP systems.

Proficiency in MS Office applications

Proficient in written and spoken English and Cantonese. Mandarin is a plus

5 days work

Annual leave : 12 days

Medical & dental insurance

Birthday leave

Special leave : 2 days

Work-life balance

TO APPLY for this job or similar jobs :
For secure and confidential job application, please click the below link to get our email address.

http://jpc.hk/confidential_apply.htm

JPC Recruiting Services was established in 1990.

We provide free job hunting services to job seekers.

To speed up our process, please do NOT send us download links.

Personal data provided by job applicants will be used for recruitment purpose only.

Your privacy is guaranteed. We will never give out, lease, or sell your personal information.

Full-time,Permanent