(Senior) Service Manager, Field Service

Key Responsibilities

1. Responsible for all business issues across account site including customer support planning/execution, satisfaction management, P&L, budget management.
2. Primary interface to field/customer for Service Products; Communicate Service Strategies and work with the BU/Account teams to identify the value opportunities and get customized or is tailored to fit specific customer needs. Besides, ensure that such programs, strategies, and processes address high value problems for the Business Unit and are aligned with the organization’s direction.
3. Defines performance metrics and reports on the site's progress against business unit and account specific goals.
4. Demonstrate leadership and ensures that the site maintains a workforce with the requisite skills and capabilities to meet current and future customer service requirements. Is responsible for individual and employee development and employee satisfaction.
5. Strong positive attitude, ability to work and lead in a team environment or individually, drive meetings, provide guidance to co-workers, and foster excellent internal ASM relations
6. Be a system expert for support of field problems, travel to customer site domestically and internationally with short notice

Experience / Requirements
1. More than 10 years’ experience in complex industry and in a challenging environment with high tech products and complex processes
2. Senior change agent and change management experience in fast changing environments (product innovation and product introduction);
3. High level of personal ownership, initiative and drive; Acts as a role model and mentor while assisting in the development of customer service skills with subordinates and peers
4. Capable of influencing people without formal authority, also at management levels; No fear of confrontations
5. High level of personal leadership skills and well developed coaching skills;
6. Strong organizational skills, solid logic based troubleshooting skills and leadership qualities, able to analyze working methods / business processes, define and drive improvements, combined with a hands-on mentality;
7. Excellent communication skills (English, both verbal and written); speak and write in a clear and concise manner, and to accurately and fully convey issues to peers, management, or customers
8. Ability to rectify a bad situation and regain customer confidence
9. Ability to work responsibly with all ASM resources and departments in a multifunctional high paced atmosphere independent of supervision on highly complex problems
10. Ability to handle multiple tasks simultaneously and be able to organize and run a meeting
11. Very highly skilled in electrical and mechanical techniques and overall equipment system knowledge (HW / SW, Process)