上海招聘

Main responsibilities and key activities:

· Manage installations, trainings, service contracts, warranties and licensing issues to ensure these are handled in a professional and timely manner.

· Ensure installations and trainings are done in a professional and timely manner; follow up all the open issues which arise during the installation or training, with an eye to cost-effectiveness.

• Ensure all
  service calls are logged, updated, followed up and closed in a timely
  manner.
• Monitor the
  billings and collections for non-service contract customers.

· Manage engineers’ schedules & ensure optimum efficient deployment of resources.

· Ensure upgrades, maintenance renewals, etc. are effectively managed and new software releases/upgrades are rolled out to customers in accordance with signed support programs.

· Be the bridge between the China and Corporate global support teams in resolving technical & other support issues.

· Ensure service data, such as entering intervention reports and problem log entries are updated in a timely and accurate manner so that meaningful management reports can be extracted & analyzed.

· Track and monitor services rendered to ensure consistently high customer satisfaction levels are achieved and maintained.

· Take initiative to recommend solutions to existing problems or pre-empt issues that could possibly be avoided.

· Build a cohesive team and ensure internal and external issues are expeditiously attended to.

· Set teams' objectives and guide them in meeting personal performance objectives & other training and developmental issues.

· Ensure service contracts (Software & Hardware) are in line with support plan KPI’s and properly followed up.

· Ensure our practices and policies are streamlined and effectively followed.

· Monitor the service level to ensure high customer satisfaction.

· Communicate with customers for various service activities and initiate new service offerings based on market requirements.

· Deliver increased service revenue.

Spares Parts Management

· Responsible for stock control & re-ordering

· Stock-take

· Inventory variance explanation

Qualifications and professional knowledge:

Competencies (personal qualifications):

· High energy

· Positive/optimistic outlook

· Must be a team player with a positive and can-do work attitude

Internal contacts:

· Operations

· Sales

· Senior Management

· Product Development

· Administration

· Marketing

External contacts:

· Customers

· Associations

· Business Partners and resellers