After Sales Manager, China
北京外企德科(FESCO Adecco)ShanghaiUpdate time: October 25,2013
Job Description
TG China(Technogym)
PERSONAL AND PROFESSIONAL JOB REQUIREMENTS
Education degree：Universary degree and above
Foreign languages：English is mandatory required, Italian is as a plus
Professional background：5-10 years in an industrial company leading After Sales departement. Wide experince on customer Technical Support function in a “repair on customer” site organisation. Experince on technical Field Force direct mangement and operation service workflow
Previous experiences sector：Office Automation (eXerox, Canon, Minolta, Ricoh etc ), ICT (Dell etc), Medical equipment, Professional white goods industries (Miele,Whirpool..)
MISSION OF THE ROLE
To build a Services business based on After Sales, Logistics & installations, remarketing.
To manage the After Sales Department, including subcontractors, to ensure a high quality technical support and maintenance service
To Achieve customer satisfaction in terms of service quality
To lead and deliver continual improvement programmes to ensure that Technogym After Sales service improves against SLA
To assure compliance to After sales operations strictly following procedures, tools & methods.
ROLE KEY RESPONSIBILITIES
To ensure a quality technical support and maintenance service through effective and reliable Call Center and Service Engineers network
To guarantee profitability of After Sales Business in terms of EBIT generation
Achieves customer satisfaction in terms of service quality
To manage After Sales and Warranty costs
To manage spare parts stock
To develop and optimize legal contracts with service provider to assure the kpis respect following the gold guide lines
To Provide constant training to Service Engineer on products and services
To provide a real time market feedback on products and market service issues
To guarantee and improve the efficiency of back office processes
To provide reliable and structured Forecast and Pipeline Management
To guarantee implementation of Technogym cultural model through company policies and procedures implementation and localization, compliant to Corporate Governance
ORGANIZATIONAL FRAME (HOW THE ROLE IS PLACED IN THE ORGANIZATION)
He/She Reports to Country Manager, China
He/She coordinates to After Sales Manager/Director, HQ
Optional Org_Chart description (attach file)
REQUIRED TECHNICAL SKILLS
“repair business” expertise
“Service Business” approach
Business partnership approach
Time and project management
MSOffice advanced user
Systems architecture knowledge
Knowledge of the fundamentals and legal requirements of a contracts to deliver a services at customer site
REQUIRED PERSONAL SKILLS
Enthusiasm
Humility
Passion
Ethics
Dynamic
Positive approach
Strong leadership
Good relationship skills
Strong organizational and time management skills
Team leadership and development approach
Wellness oriented
PERSONAL AND PROFESSIONAL JOB REQUIREMENTS
Education degree：Universary degree and above
Foreign languages：English is mandatory required, Italian is as a plus
Professional background：5-10 years in an industrial company leading After Sales departement. Wide experince on customer Technical Support function in a “repair on customer” site organisation. Experince on technical Field Force direct mangement and operation service workflow
Previous experiences sector：Office Automation (eXerox, Canon, Minolta, Ricoh etc ), ICT (Dell etc), Medical equipment, Professional white goods industries (Miele,Whirpool..)
MISSION OF THE ROLE
To build a Services business based on After Sales, Logistics & installations, remarketing.
To manage the After Sales Department, including subcontractors, to ensure a high quality technical support and maintenance service
To Achieve customer satisfaction in terms of service quality
To lead and deliver continual improvement programmes to ensure that Technogym After Sales service improves against SLA
To assure compliance to After sales operations strictly following procedures, tools & methods.
ROLE KEY RESPONSIBILITIES
To ensure a quality technical support and maintenance service through effective and reliable Call Center and Service Engineers network
To guarantee profitability of After Sales Business in terms of EBIT generation
Achieves customer satisfaction in terms of service quality
To manage After Sales and Warranty costs
To manage spare parts stock
To develop and optimize legal contracts with service provider to assure the kpis respect following the gold guide lines
To Provide constant training to Service Engineer on products and services
To provide a real time market feedback on products and market service issues
To guarantee and improve the efficiency of back office processes
To provide reliable and structured Forecast and Pipeline Management
To guarantee implementation of Technogym cultural model through company policies and procedures implementation and localization, compliant to Corporate Governance
ORGANIZATIONAL FRAME (HOW THE ROLE IS PLACED IN THE ORGANIZATION)
He/She Reports to Country Manager, China
He/She coordinates to After Sales Manager/Director, HQ
Optional Org_Chart description (attach file)
REQUIRED TECHNICAL SKILLS
“repair business” expertise
“Service Business” approach
Business partnership approach
Time and project management
MSOffice advanced user
Systems architecture knowledge
Knowledge of the fundamentals and legal requirements of a contracts to deliver a services at customer site
REQUIRED PERSONAL SKILLS
Enthusiasm
Humility
Passion
Ethics
Dynamic
Positive approach
Strong leadership
Good relationship skills
Strong organizational and time management skills
Team leadership and development approach
Wellness oriented
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