Responsibilities:

• This position is responsible for coordinating all services operations efforts within the country; achieve customer satisfaction, meeting the service gross margins and country services CCO requirements.
• The person will be responsible to ensure that the country capture rates are met and consistently growing the service contracts.
• The person will also be overseeing the service operations and responsible for the country to meet the service productivity targets and at the same time meeting high customer satisfaction.
• This position works with the following key internal partners:
• Services Sales Team
• Channel/other Sales Teams
• Services Engineering Team
• Services Tendering Team
• Marketing Team
• Finance Team
• This position works with the following key external partners:
• End-users: CXOs, IT Directors/Managers, Facility Director/Managers
• System Integrators/Resellers: IT SI, IT Resellers, IT Distributors, FM, Electrical SI, Electrical Distributors, M&E Contractors, Consulting Engineers & Building Contractors
• Alliance Partners: IBM, Dell, HP, Datacraft
• 3rd Party Contractors for products and services
• Outsourced service providers

Essential Functions:

• Service Operation Management:
• Overseeing the services operation to ensure that the productivity targets are achieved
• Achieving customer satisfaction goals by cultivating a customer orientated and focused services practice
• Coaching and guiding the services Operations Team and services tendering team for continuous improvement in operation effectiveness and meeting customer satisfaction (for both field services and professional services)
• Projects Management:
• Set up the country project services operations team and the process to drive projects in the country by working closely with the project manager/sales team
• Oversee that all projects timeline and customer expectations are met
• Monitor all projects implementation to ensure that cost are in control so as to meet the required overall project gross margins
• Managing Team:
• Developing talents services operations team
• Recruiting talents to continue driving growth in customer satisfaction
• Coaching and provide support to individual engineers
• ​Service Business Management:
• Co-work with sales team in the country for tendering/bidding service contracts, parts replacements, professional services, field services and other customized services
• Ensure services gross margins are met by balancing the overall contribution from different product line
• Co-work with VPs to monitor OPEX to ensure country service CCO targets are met
• Drive capture rate to the target set for the country

Requirements:

• Bachelor’s Degree or equivalent (Electrical or Mechanical Engineering or Science an advantage) / MBA desirable
• Minimum 6-8 years service operations experience in services field
• Minimum 3 years of leading a services operations team
• Experienced in managing customer expectation and maintaining high customer satisfaction in any situation and circumstances
• Solid understanding of customer needs and expectation
• Strong written and oral communication skills
• Strong time management skills
• Strong analytical and organization skills
• Systematic problem-solving skills
• Leadership skills
• Travel: Only when accompanying customer for testing or regional meetings
• Self-starter
• Customer focused and oriented
• Results-oriented
• Ability to build relationships and effectively communicate to senior executives levels at enterprise, government customers and channel partners
• Ability to integrate cross-functionally and in a multi-cultural environment
• “Whatever it takes” attitude
• Desire to make an impact