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Head of Services

2 weeks ago

กรงเทพมหานคร, Thailand Verifone Full time

**Why Verifone**:
For more than 30 years Verifone has established a remarkable record of leadership in the electronic payment technology industry. Verifone has one of the leading electronic payment solutions brands and is one of the largest providers of electronic payment systems worldwide.

Verifone has a diverse, dynamic and fast paced work environment in which employees are focused on results and have opportunities to excel. We take pride in the fact that we work with leading retailers, merchants, banks, and third party partners to invent and deliver innovative payments solution around the world. We strive for excellence in our products and services, and are obsessed with customer happiness. Across the globe, Verifone employees are leading the payments industry through experience, innovation, and an ambitious spirit. Whether it's developing the next platform of secure payment systems or searching for new ways to bring electronic payments to new markets, the team at Verifone is dedicated to the success of our customers, partners and investors. It is this passion for innovation that drives each one of our employees for personal and professional success.

**Position Summary**:
As the Head of Services for the Thailand Business Unit, you will drive revenue through product fulfilment, service operations, cost management, and operational excellence. By managing internal teams and third-party suppliers, you will optimize processes to ensure quality, efficiency, compliance, and customer satisfaction. This includes overseeing technical support, installations, maintenance, and troubleshooting, while meeting SLAs, supporting new product launches, and implementing best practices.

**Position Summary**:
This role leads Verifone's Services in Thailand, managing third-party partners and service teams. The leader will ensure SLAs, support new product launches, implement best practices, and drive revenue growth through services.

**Duties and Responsibilities**:

- Oversee daily operations, resource management, and ensure smooth capacity utilization across service functions such as deployment, repair, warehousing, and field services.
- Build strong relationships with Thailand and APAC commercial teams to align service operations with broader business objectives.
- Manage schedules and resources to meet turn-around times (TAT) for service projects and ensure timely product and customer deployments.
- Ensure the accuracy of Verifone and customer-owned inventory, including stock within the agent network.
- Monitor key performance indicators (KPIs) related to deployment, order fulfillment, warehousing, repair activity, and field services.
- Mentor and guide team members by setting performance objectives, providing feedback, and supporting their personal development.
- Act as the primary point of contact between Verifone and customers, handling complex queries, attending meetings, and ensuring customer satisfaction.
- Manage and Coordinate with various internal Verifone team to ensure Parts supplied and resolution for Repair and Field Services.
- Identify areas for operational improvement, plan development initiatives, and maintain effective communications, records, and data management.

**Planning, Design & Services Growth**:

- Set and implement strategies for service activities to meet customer SLAs, corporate goals, quality standards, cost objectives, and operational efficiencies.
- Expand and scale the portfolio of service offerings across APAC, focusing on increasing recurring revenue streams.
- Identify and develop third-party partners to align with strategy and customer SLAs, ensuring they meet commercial and operational objectives.
- Design, implement, and continuously improve processes for managing field services, custom configuration, deployment, and service repair teams.
- Plan mid-range labor, capacity, and equipment needs based on sales forecasts and business objectives, while monitoring budget forecasts and performance.

**Service & Operations Management**:

- Manage third-party supplier partnerships to support and collaborate with other functional groups in achieving service and supply chain objectives.
- Negotiate favorable contractual agreements with third-party vendors and suppliers to benefit VeriFone.
- Oversee daily operational performance, including capacity and resource management, while prioritizing schedules based on turn-around time (TAT), equipment efficiency, and materials supply.
- Ensure on-time deployment of new products and maintain accuracy in inventory management for both Verifone and customer-owned stock, including that within the agent network.
- Monitor key process indicators related to order fulfillment and repair, plan activities to meet supply chain objectives, promote teamwork, and mentor site resources to align with corporate goals and objectives.

**Continuous Improvement and Program Management**:

- Measures and drives continuous improvement of internal and cross-functional processe