Customer Service Manager (Industrial machinery)
About this position
This role, reporting to APAC Managing Director, owns the aftersales department and business of the company in Thailand. The aftersales portfolio includes maintenance services, spare parts and consumable.
Our customer is looking at an individual able to drive the Service Engineer team, shape the aftersales business and transform it into a steady income stream for the company.
Responsibilities
• Customer relations: develop the relationship with all existing customers. Become a central points for enquiries and questions.
• Commercial business strategy: develop tactics and strategies to generate year-on-year growth
• Commercial execution: ensure efficient and quality preparation of customer proposals and proactive follow up.
• Use the company's systems to record the customer installed base and build a solid CRM.
• Build the necessary resources to support the growth plans and ensure customer satisfaction with timely responses in normal circumstances and in case of emergency/breakdown.
• Provide timely and professional documentation/reporting of activities and results against the agreed schedule of objectives.
• Implement reporting system, KPIs and drive the continuous improvement of the Aftersales activities.
• Represent the company as an ambassador and to be always held in the highest regard in terms of professionalism and integrity.
• To support your team and where appropriate support them in winning and closing business opportunities/ resolving service issues that arise.
Requirements
• Proven experience as a Customer Service Manager in a similar industrial machinery environment.
• In-depth knowledge of customer service principles and practices.
• Excellent communication and interpersonal skills.
• Good understanding of customer service software, databases and tools.
• Ability to work in a fast-paced environment and manage multiple tasks concurrently.