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Associate Customer Service Director - Service Quality, ASPAC

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Location: Shanghai, China
Position Type: Unfixed Term
Job Function: Customer Service

1. Primary Purpose and Overall Objective of the Job:

     Within the ASPAC  responsible and accountable for field services quality and delivery management in ASPAC. This includes the following:

  •  
  • Measurement of Customer Satisfaction with the defined KPI set up by Global GCS

  • Field Service Engineers optimization that will impact cost and improve EBIT

  • ASPAC 1.5 Expert level beyond technical competencies – adapting a level of soft skill, solution mgmt. and understanding, aligning with WW BMX Full Potential

  • Measurement of services quality and Deliveries – basedline and what will be the future that will impact/ translate the organization, taking into consideration the shift in market focus for medical healthcare

 

2. Main Accountabilities: 

 

  • Manage direct global CS organization in ASPAC. Supervise, coordinate and guide regional / local CS organizations

  • Field Management engagement

    • Working with GCS team to define clear set of installation services and post support – complete end to end SOW

    • Field management skill assessment and gap analysis for future quality and structure service delivery

  • Assist and support the set up of Customer Support Center in ASPAC – direct and indirect service engagement

  • Be part of the contributor in bioMérieux business development for  related to customer satisfaction, contributing to sales via field management

  • Act as an escalation point to drive to resolution to complex situations from a service and technical delivery to achieve customer satisfaction/ centricity

  • Ability to communicate in complex and multicultural environment. Negotiate frequently on internal interlocking challenges with others function on conflicting objectives (level 5) / others directions  having a long term impact on corporation (level 4)

  • To understand, co-related beyond the technical and practical knowledge, of the fundamental of other business functioning conditions. What will be their impact on the company business and our  ability to drive decision in an international environment

  • Be an active advocate for cross – functional collaboration for customer services. The ability to have practical and dynamics conversation with peers and local GMs

  • Will be working closely with ASPAC Marketing for G2M and GOM for product launches and out of market

 

3. Typical Studies - Experience, Skills and Qualifications:

 

Studies-Experience:

  • Master’s degree in engineering or biology preferred

  • Minimum 8-10 years of field management and engagement, including people management skill

  • The candidate must have at least 4-5 years of Pre-sales activities, and having direct customer relationship is a plus prior to post- sales support

  • Has managed a team and working for an established MNC

Skills and Qualifications:

  • Skillful in application like CRM, systems set-up, especially with software like MSFT Dynamics/CRM/ Sales Force Dot Com (sfdc) strongly prefered

  • Candidate need not be in the same business environment of BMX but in medical equipment, or from hardware vendor like IBM/ Siemens/ Agilent for load testing/ mission critical equipment is require.

  • Preferably candidate with experience of 50% hardware space, 30% software and 20% of inter-connectivity (will be a plus)

​​​​​​​Business acumen and agility

  • Ability to manage in complex environment

  • Negotiation skills with multi-racial and multiple stakeholders

  • A strong team player within the cross cultural Global Customer Service (GCS)/CS and other supporting function group- Finance Supply Chain Marketing etc. Ability to interact with multidisciplinary teams and work in a matrix environment

  • Good communication and presentation skills and ability to deliver complex information into a simplified manner for different audiences. Fluent in English and Chinese (ideal) to communicate with key regional stakeholders.

  • Analytical and synthetic mindset / Sense of time and priorities management

  • Ability to travel 50%

(This position can be based in Singapore (preferred) or in Shanghai/ other ASPAC countries where the company has an office. The selected candidate will be appointed on a local contract)

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