Deputy General Manager (Service)

Roles & Responsibilities

· To formulate and implement long-term service strategies for customer satisfaction enhancement

· To set up the frameworks and procedures for field service activities and maintenance services

· To oversee and monitor the performance of Regional Service Centres and ensure consistent and high-quality service being provided to customers

· To collect and analyse customers’ feedback for continuous service improvement

· To develop and provide technical training programmes to regional service engineers as

well as offering guidelines for technical support and troubleshooting

· To strengthen customer relationships through management and utilization of customer databases, implement regular follow-up and customer loyalty programmes

· To manage inventory and optimize the supply chain for parts replacement in order to support quicker repairs and maintenance services

· To analyse data of service and spare parts activities and monitor the performance indicators

· To prepare monthly reports in Japanese language for submission to Japan Headquarters

· To spearhead and implement online support and remote assistance system in providing swift technical support and solutions to customers

· To identify additional revenue resources through various initiatives such as providing after sales services, promoting service packages and extended warranties, etc.

· Responsible for cost reduction through lean operations

· Support local service team by communicating in Japanese and obtaining required information from Japan HQ

Job Requirements

· Minimum Bachelor’s Degree in Engineering or relevant discipline

· Minimum 10 years of hands-on field experience in CNC machines or related machine

· Possess CNC machine or related production process knowledge

· Well-travelled and possess minimum 5 years of overseas working experience in manufacturing and machine tool industry

· Minimum 5 years of management experience in after sales/ customer satisfaction roles

· Japanese Language Proficiency Level of JLPT N1 or equivalent level for writing & conversational skills to prepare and present reports as well as communicate with Japan Headquarters and counterparts

· View success as team effort and readily contribute to a collaborative environment

· Able to provide in-depth analysis with comprehensive perspectives, fast response and willing to work long hours