What you’ll do:
Responsible for all levels of customer interface support, fast response to customers voices.
Lead proactive customer service roadmap. implement the customer audit activities and strong drive the audit actions.
Works collaboratively across multiple functions to determine how and where improvements can be made to increase performance of the team to improve customer satisfaction;
Continually elevate service standards to deliver best-in-class service; identify and implement strategies to improve the quality of service, productivity and sales.
Develop service policies and procedures to support new business initiatives.
Manage customer quality requirements and transfer them to the relevant departments at the company, to drive and ensure customer satisfaction.
Perform first verification of failure and plan the Failure Analysis with the relevant department.
Create reports and dashboards to enable data analysis and improvement of product quality.
Strong managerial skills to be able to prioritize time commitments, long term process improvement, and shorter term quality/delivery improvement initiatives.
Soft management skills to be able to continues to improve customer satisfaction.
Qualifications:
Bachelor degree or above
Minimum 10 years’ experience in an automative or electric organization. Proven customer interface experience management.
Leadership, management and communication skills.
Sound knowledge and hands-on experience in customer interface management.
Analytical and presentation skills.
Financial knowledge for non-financial.
Direct product after sales service management work experience is a plus.
Technical working experience on customer service and problem solving in the industrial field;
Experiences with customer relationship management.
Excellent communication and presentation skills – both verbal and written with ability to make necessary status reports and technical presentations to Eaton management and customer.
Proficiency in English both verbal and written.