Technical Customer Support Center Leader_MA

Job Description

Overall technical hotline servcie coordinator towards global and region teams, lead the hotline servcie to create high performance for products support, car repair and specific sevice project. Develop the regional strategies and new services to drive the team to achieve the revenue,EBIT target and KPIs.

1. Overall coordinate towards internal and external technical hotline service requirements with key stakeholders, monitoring the allocation of PC in line with requirements and ensure the delivery of support required.
2. Ensure the delivery of services defined with customer SLA,NPS,CSI and resolution rate requirements as required.
3. Develop strategies and business plan, to achieve targeted revenue + EBIT for technical hotline Service China.
4. Maintain cost control and implementation of measures to ensure target EBIT achievement and sustainability of products/services is achieved.
5. Working together with sales and marketing team to visit and understand market needs, Investigate opportunities within the training service product Area for new services and business models to increase revenue.
6. Define and harmonise IT systems, service providers to bring about efficiency and cost effectiveness for technical hotline service
7. Lead training service team through steering, coaching, development and learning to create high performance team and achieve furture organizational targets.
8. Ensure company requirements and audits can be implemented and qualified in team, including compliance training,5S,internal/external audi

Qualifications

1. English communication (Must)
2. Automotive aftermarket experienence (prefer)
3. Technical service (eg. Hotline, on-site or remote support) expertise (Must)
4. Leadership in business and team (Must)
5. product and project management expertise (prefer)

Working Location: Beijing or Shanghai

Travel Frequency: National travel with reasonable frequecy