What you’ll do:
● Responsible for all levels of customer interface support, fast response to customers voices.
● Lead proactive customer service roadmap. implement the customer audit activities and strong drive the audit actions.
● Works collaboratively across multiple functions to determine how and where improvements can be made to increase performance of the team to improve customer satisfaction;
● Continually elevate service standards to deliver best-in-class service; identify and implement strategies to improve the quality of service, productivity and sales.
● Develop service policies and procedures to support new business initiatives.
● Manage customer quality requirements and transfer them to the relevant departments at the company, to drive and ensure customer satisfaction.
● Perform first verification of failure and plan the Failure Analysis with the relevant department.
● Create reports and dashboards to enable data analysis and improvement of product quality.
● Strong managerial skills to be able to prioritize time commitments, long term process improvement, and shorter term quality/delivery improvement initiatives.
● Soft management skills to be able to continues to improve customer satisfaction.
Qualifications:
● Bachelor degree or above
● Minimum 10 years’ experience in an automative or electric organization. Proven customer interface experience management.
● Leadership, management and communication skills.
● Sound knowledge and hands-on experience in customer interface management.
● Analytical and presentation skills.
● Financial knowledge for non-financial.
● Direct product after sales service management work experience is a plus.
● Technical working experience on customer service and problem solving in the industrial field;
● Experiences with customer relationship management.
● Excellent communication and presentation skills – both verbal and written with ability to make necessary status reports and technical presentations to Eaton management and customer.
● Proficiency in English both verbal and written.