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Field Service Operations Manager

4 months ago

กรงเทพมหานคร, Thailand Electrolux Thailand Co., Ltd. Full time

Determine THE Field Service Operations operational strategies by conducting consumer and needs assessments, service level expectations, performance reviews and costs/benefits analyses.
Functional support to Field operations/Authorized Service Contractor in BA region.
Initiate and follow through on action plans in Country-THE. Focus on organization, process & tools, capability development and governance model.
Establish and improve monitoring procedures and KPI Dashboards.
Setting contractual requirements and conditions with Authorized Service Contractors to achieve desired service levels.
Standardize and harmonize the ways of working across all countries, in line with the overall strategy and framework.
Update and maintain current tools, evaluates and implements necessary new technologies and processes aligned with the region BA.
Define business requirements for new Field Service IT tools.
Support the development of training material, and implementation of training programs for authorized partner including technical skill improvements.
Set up and drive continuous improvement projects within Field operations and Technical Support.
Close collaboration with Spares operations team to ensure spare part availability and agreed service levels are met.
Project management and coordination with the continuous improvement team.
Develop and implement Region wide programs to improve after-sales service and consumer experience.
Qualifications.
University Degree, Technical background preferred.
Minimum 8 years of experience in Service operations management (both operationally and strategically), including outsourced field service. Experience with aftermarket and warranty process.
Proven leadership capabilities including remote management. Able to lead change management and implementation.
Able to successfully manage turnaround processes.
Has proven training experience and skills.
Has good business acumen and financial knowledge. Good analytical thinking with business and result-oriented mindset.
Proactive, service minded, flexible, and action oriented.
Good negotiation and communication skills.
Demonstrate good problem-solving skills.
IT skills / MS Office.
Good command of English (writing and speaking).

**Where you'll be**:
You will be based in the Bangkok Office and report to Ownership Solution Manager, TH & SEA Lead under Consumer Care/Customer Care function.

**Benefits highlights**:
Performance Bonus.
Annual Leave.
Employee Provident Fund.
Medical & Life Insurance.
As part of Electrolux, we will continuously invest in you and your development. There are no barriers to where your career could take you.

**Find out more**:
LI-SS2.

**Job skills required**: Project Management, English, Negotiation, Analytical Thinking