Job Description :
Job description of
Field Service General Manager– Beijing
- Our client is a worldwide leader in high-productivity mining solutions. Through its market-leading Surface and Underground Business Units, the manufactures and markets original equipment and aftermarket parts and services for the mining industries.
- Reports To: China Sales and Service Director
- Manage field service team and drive zero harm culture, ensure the team operate in a safe manner in accordance with safety standards & policies.
- Set up the right team structure to support the business growth, define role requirements (including technical skills, mindset, behaviors and competencies) that would meet the Proactive Service model needs and work to build the team to meet the requirements.
- Drive Chinese Coal Industry perception that equipment and systems provide the optimum solutions in terms of productivity, safety, quality, operating cost, reliability and performance.
- Drive customer satisfaction and turn every customer into a reference
- Maximize the amount of time underground on the coal face with customers, conducting pro-active programs of machine heath audits, condition monitoring, and production performance audits
- Focus on providing highest standard onsite service, organize efficient deployment of resources to give great support for customers and service managers, add value and identify opportunities to OE and aftermarket growth.
- Manage team to improve skills, professionalism, efficiency of field service continuously, driving high levels of efficiency & utilization, adopting the best practices of Joy globally, to be recognized by customers as the best in China.
- Manage the Field Service budget
- Setting up SMART goals of Field Service team for China and each area.
- Asset management:
- Setting up detailed action plan of machine audit by machine, region, and by people.
- Effective communication with customers for red flags in the machine audit report, helping customer with solutions to prevent in the future.
- Case management:
- Correct input of all kinds of cases in salesforce.
- Weekly meeting to review high priority of cases and focus in urgent customer complain.
- Ensure service activities are focusing on those urgent customer complains.
- Providing professional report and feedback to engineering and QC for all kinds of failure and make proposal how to improve.
- Improve customer satisfaction:
- Analyzing the machine install base, appointing people to be dedicated to serve key customers.
- Training to customers with findings from the machine audit report.
- Working with C&A team to increase customer’s automation level to achieve less people, more safety and more productivity.
- Quick feedback and timely on site service for any machine failure and customer complains.
- Drive regular meetings to maintain customer engagement, ensure issues are addressed timely.
- Team development:
- Working together with team for key activities, deeply understand the customer needs and industry trend.
- Provide professional guideline or tools to area service managers on people retention and attraction.