After Sales Services Area Manager

6 months ago

กรงเทพมหานคร, Thailand Dextra Group Full time

The After Sales Service Area Manager is responsible for overseeing and managing the after-sales service activities within Middle East, India, Southeast Asia, Oceania, China, and Hong Kong. This role ensures that internal & external customers receive high-quality service and support, addressing their needs promptly and effectively.

The manager will lead a team of service technicians, coordinate with various departments, and implement strategies to improve customer satisfaction and loyalty.

**Management**
- Develop and implement after-sales service strategies and policies.
- Lead, train, and motivate a team of service technicians to deliver excellent customer service.
- Monitor and evaluate the performance of the after-sales team, providing feedback and guidance.

**Planning**:

- Support & monitor maintenance activities to ensure all equipment in the regions meets output standards and aligns with Dextra standards.

**Reporting**:

- Establish monthly AFS reports for each area to inform management of ongoing AFS issues using a standard template with all key AFS indicators: Mean Time To Repair (MTTR), Mean Time Before failure (MTBF), maintenance cost, productivity, machine position files.
- Maintain and update records of customer interactions, service activities, and other relevant information.

**Q**uality**:

- Conduct regular audits and assessments of service processes to ensure continuous improvement.
- Provide support in coordination with transversal plant departments regarding quality issues (product or equipment) that may arise and ensure thorough documentation.

**Customer Management**:

- Develop the transition to an organization that empowers customers through remote maintenance, transfer of competences, and invoicing for activities delegated by the customer.
- Promote the added value of after sales services packages with the associated invoicing where possible.
- Handle customer complaints and issues, ensuring prompt resolution and maintaining high levels of customer satisfaction.

**Others**
- Coordinate with sales, logistics, and other departments to ensure seamless service delivery.
- Analyze service data and metrics to identify trends, areas for improvement, and opportunities for cost savings.
- Ensure compliance with company policies, industry regulations, and safety standards.
- Manage the budget for the after-sales service department, ensuring efficient use of resources.

**Nuclear Safety**
- Ensure that nuclear safety is considered in decision making and actions, and that it always takes precedence over any other consideration.
- Use a balanced, rigorous, and prudent approach to decision making with respect to quality, cost, and schedule such that nuclear safety is never compromised.
- Ensure that involved personnel understand not only their own responsibilities and the consequences of mistakes, but also those of their immediate colleagues and how these responsibilities complement each other.
- Ensure that key operational and technical positions are filled by competent and knowledgeable persons, and that they are empowered to speak openly.
- Take prompt conservative and preventive actions when an incident that could affect nuclear safety is reported, even if not yet fully understood or documented

**Qualification**:

- At least a Bachelor’s degree in Mechanical/Electrical engineering or related field.
- 5-7 years of experience in a senior After Sales Services role in an international setting, ideally involving participant in intercultural exchange programs
- Fluent Computer literacy + ERP competencies (AX)
- Proficient in servicing and global skills in mechanical, electrical, and hydraulic equipment.
- Competency with new IoT tools and management skills.
- Strong analytical approach.
- Excellent listening, understanding and persuasiveness skills coupled with a pragmatic and customer service-oriented approach.
- Servicing & global skills in Mechanical, Electrical and Hydraulic equipment.
- New IoT tools global skills / Management skills. Analytical approach.

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