Service Operation Manager

As China SSO Service Operation Manager, you will:

• Directly manage each service Depot managers (BEIJING, SHANGHAI and SHENZHEN), coordinate with MVS (Multi- Vendor Services) and CSR (Customer Service Representative) managers to improve/sustain a world-class level Quality, Delivery, Cost and Inventory performances in the market.
• Continuously using/applying FBS (FORTIVE BUSINESS SYSTEM) in every corner of the OPS team. Improve the performance and capabilities of current repair and calibration operations, both within the Service Depots and at customer sites.
• Be responsible for consistently meeting demanding performance metrics, such as short turnaround times and high-quality levels, to increase customer satisfaction and loyalty while at the same time improving productivity.
• Work with Customers (both internal and external customers), Account Managers, and the Customer Call Center to grow revenues and meet sales plans.
• Establish and manage new service depots as necessary to grow the service business, particularly permanent depots at customer sites.
• Work with worldwide Customer Service Management to design, develop, and deploy worldwide policies, processes, and procedures to improve customer satisfaction, increase competitive advantage, and expand service capabilities to cover broader sets of equipment
• Represent the China region on worldwide cross-functional teams relative to corporate initiatives and projects. In particular:

a.  Responsible for branch adherence to quality standards, customer service commitments, new business pursuits, and support of market development efforts and sales
b.  Maintain a fully compliant Quality Assurance System based on the company’s Quality Manual, accrediting body requirements, and unique customer requirements
c.   Ensure the highest level of service is provided to customers in the most cost-effective manner
d.   Provide direct customer interface in support of quality, customer service, sales and marketing objectives. Participates in sales and marketing planning activities and helps develop and support national strategies
e.   Evaluate the results of tests and/or calibrations and evaluate or modify calibration methods depending upon expertise
f.    Prepare annual budgets, review and authorize branch expenditures, monitor financial performance and provide corrective action plans for unfavorable variances
g.   Define operational goals and objectives designed to continually improve branch performance and reach annual targets
h.   Maintain technical competence of staff and ensure that emerging technology is incorporated into the branch body of knowledge
i.    Determine branch staffing requirements, define specific job requirements and submits recommendations for reviews and authorization.
j.    Interview and hire suitable candidates, enforce company rules and regulations, coach employees, appraise performance and approve changes to pay
k.   Define equipment acquisition and maintenance requirements
l.    Prepare capital spending plans and budgets as required and administers designated capital projects
m.  Approve all equipment purchases and contracts for supplies and services
n.   Participate in long and short-term business planning
 
 
Job Requirement:
 

• BS degree in Engineering
• A strong believer of “Winning as A team”, Excellent Mandarin and English communication skills.
• Solid operations management background with demonstrated success in implementing lean manufacturing tools, ideally including working with service teams in a similarly sized organization, demonstrating excellent team work, passion for the work and exceptional leadership and customer-focused skills
• Driven to improve processes and tools, which enable service engineers to enhance the customer experience
• Highly organized, flexible, and a self-starter who has excellent problem-solving and inter-personal skills
• Must have demonstrated success in leading significant change in organizations and managing to strict budgets and performance metrics
• Experience with metrology / calibration is preferred