The Role:

Service Support Manager will mainly support Rieter China service team to manage the service activities(machine installation, service under warranty, service out of warranty and other service tasks).In addition to support service tasks, this role is to assist service leader with ACHA administration tasks of service team as required.

Duties and Responsibilities:

• Contact with customer for machine installation, coordinate and delegate service engineer for installation job.

• Contact with headquarter AMFR on machine installation or technical service supporting if necessary.

• Coordinate with C-point, regional service manager, service leader and service inspector, arrange service engineer for specific tasks

• Check customer visit list, arrange regular service visit to the customer during warranty.

• Arrange regular service visit for key customers out of warranty

• Provide service quotation for service paid by customer, coordinate and arrange service engineer according to customer request.

• Coordinate with machine sales,parts sales, marketing, arrange serivce engineer to support specific activities/tasks.

• Make office training to new service engineers/service technicians.

• Arrange on-spot technical training for service engineers/servcie technicians.

• Make overseas training plan for service engineers/technicians, make preparations(visa etc) and follow up.

• Ensure that the team is trained on new products.

• Evaluate the training needs for improvement.

• Issue work order for service engineer in SAP daily

• Check AIF for service engineers/RSMs monthly

• Complete Internal / External service charge in SAP.

• Quarterly review on CN service record

• Update working planning, installation projects list, installaiton efficiency report, open installation report monthly.

• Estimate and plan projects implementation form start to finish, follow up colsely.

• Make workload evaluation and planning periodically.

• Organize service meeting for service team once per year

• Build good relationship with customer started from machine installation

• Provide recommendations and sugestion to service leader on how to improve customer satisfaction.

• Have regular meeting with service team for delvelopment and imporvement of service team

• Support service leader to manage Rieter China service team

• Support service leader for administration management tasks as assigned.

• Report to senior management / personnel when required.

Qualification:

The Ideal candidate is likely to have the following competences:

• At least 5 years customer service experience with high potential

• Must have passion for customer service

• Good customer handling and customer interaction skills

• Education: Master/Bachelor degree.

• Demonstrated analytical and work process management capabilities

• Excellent communication skills / Problem solving skills

• Good team player, Good interpersonal and networking skills

• High energy, self-starter, customer-oriented attitude, flexible and friendly.

• Excellent written and spoken English

• Good knowledge of Microsoft Office

• Skillful on SAP and Lotus notes.

上班地址：河海西路390号

关于立达
立达是全球领先的短纤纺纱设备和部件供应商，总部位于瑞士温特图尔。立达致力于开发和制造加工天然纤维、化纤及其混纺的纺纱系统、设备和工艺部件。

立达中国
立达进入中国市场已经超过80年了，是行业公认的短纤纺纱部件、设备和系统的市场领导者。目前，立达中国约有1 000名员工。常州总部设有制造工厂和一个纺纱应用暨研究中心，上海分公司能为立达客户提供售后服务。

立达售后不仅能为我们的客户提供零备件，还能提供整个产品使用周期内的增值售后解决方案。

ABOUT RIETER
Rieter is a leading supplier on the world market for textile machinery and components used in short staple fibre spinning. Based in Winterthur (Switzerland), the company develops and manufactures systems, machinery and technology components used to convert natural and man-made fibres and their blends into yarns.

RIETER IN CHINA
Rieter has supplied machines to China for more than 80 years and is among the recognized market leaders in the sector of components, machines and systems for the short staple yarns.

Today Rieter has around 1 000 employees in China. Two manufacturing plants and one Technology Spin Centre have been built in the headquarter location Changzhou, and one branch office in Shanghai which provides After Sales Service to the Rieter customers.

Rieter After Sales provides our customer not only with spare parts, but also with valueadding after sales solutions throughout the whole cycle life of our products!