• You will be the day-to-day manager of the Global Support Team in Suzhou and have 10 people reporting directly to you; 1 Product Specialist, 7 Technical Support Specialists and 2 Technical Communicators.
  
  The responsibilities of your team are:
  
  ？ Providing technical and application support at a specialist level to Sales & Service Companies and distributors.
  
  ？ Expert instructors for service and product trainings.
  
  ？ Participate in new product development projects and provide requirements to service, usability and product performance.
  
  ？ Develop, review and maintain user and service documentation.
  
  ？ Reporting quality issues and driving product improvements together with Engineering and Quality.
  
  Main responsibilities:
  
  1, To lead, develop, and grow the Global Support team ensuring a strong and attentive team management: setting goals, motivating, prioritizing, driving and following up on tasks etc.
  2, Building and maintaining strong relationships with all stakeholders (engineering, R&D, sales, marketing, and other departments) and ensure fact-based and timely communication
  3, Ensuring technical and application problems are resolved to the customer’s satisfaction meeting our desired service level.
  4, Manage case escalations; ensuring plans are in place for corrective action, activities are progressing according to plan, lesson learned are captured and improvements are implemented.
  5. Monitor fixed costs, performance metrics and thereby achieve KPI goals for the Global Support team in Suzhou.
  6, Planning of training courses in Suzhou and knowledge sharing activities with local service organisations and internally in the Global Support team
  7, Analyze data on customer problems, initiate corrective actions together with Quality and product engineering as part of Product Quality Evaluation.
  8, Process owner of Service Global Support Suzhou team and drive the process improvement and new process creation.
  9, Be part of Global Support Management Team to drive strategic projects and ONE TEAM alignment between Hiller？d and Suzhou.
  
  Qualifications
  
  1, You hold a bachelor degree in Engineering or Science
  2, You have min. 3 years’ experience as team leader/manager with the ability to motivate a team of specialists
  3, You have a proven track record with application support or technical support to analytical instruments or similar
  4, You can demonstrate experience project management and driving change processes
  5, You are able to navigate and effectively communicate in a large complex global matrix organization and establishing strong relationships with stakeholders (engineering, R&D, sales, marketing, and other departments) to improve the support offerings
  6, You “walk the talk” by having a positive outlook, demonstrating service-mindedness and approach your work in a systematic and analytical
  7, Fluency in written and spoken English as well as Chinese is an absolute requirement

上班地址：工业园区

RoddHughes于2015年正式进入中国市场，目前在上海、北京和成都设立分公司。我们凭借丰富的经验和专业的职场素养服务于企业雇主及中高端人才，是一家领先的专注于金融服务与消费品领域的专业招聘咨询服务公司。
RoddHughes对细分领域专业招聘具有强烈的信仰。在我们高度专注的细分领域内，顾问团队倾注大量的时间与精力去学习、分析与实践，依据企业雇主的个性化招聘需求来定制并设计相应的招聘解决方案，专注为企业雇主提供精准、高效、高质量的服务。在协助企业雇主解决用人疑难的同时，为求职者实现职业抱负同样是我们的职责。