Service Manager

Profile

LOCATION:
Shin-Yokohama
LANGUAGE:
Japanese: Native or Bilingual Level required
English: Business Level required to communicate to the global teams
DUTIES AND RESPONSIBILITIES:
Set up strategy and business plan in both short and long term to be aligned with the company strategy to drive Sandvik service business.
Ensure providing the best possible services to customers and dealers with maintaining the profitability goals.
Take accountability for management of budgets and forecasts (including Administrative and Sales cost).
Provide technical information to customers and dealers to help them deal with repair consultations and solve technical problems.
Provide continuous daily trouble technical troubleshooting advice or onsite support to customers and dealers as needed
Examination of warranty claims, decision of refund availability, and refund processing are carried out.
Daily controlled workplaces with 5S standards contribute to the construction of workplaces with servicing and training goals and develop training tools and aids as needed.
Expert level in service workflow and warranty policies, solving each customer's complaints or claims while ensuring Sandvik’s brand reputation and interests.
Develop outsourcing dealers to manage technical and after service issue and preventive maintenance for customers.
Help improve customers’ and dealers’ knowledge and competence by developing, organizing, and delivering technical advices.
Learn how to use the in-house system for service operations and use the system to communicate.
Directly managing a team of Technical Support, Service Center, and Area Service staffs to provide the best services to customers and service providers.
Manage the team with reviewing and monitoring the daily activity and performance to lead to achieving service goals
Work and manage as a team with hands-on approach
Develop and manage team to lead to success in the personal and team goals
Collaborate and work well with sales team to provide the best possible service solution to customers
ESSENTIAL:
Minimum 3 years of technical or service work experiences in the mining industry or minimum 5 years of technical service experience in the machine related industry.
Leadership experiences with minimum of 5 years
Good communication skills internally and externally.
High level of determination to achieve goals and set targets for exceptional levels of customer and dealer satisfaction.
Outgoing personality to manage team and customers to achieve customer satisfaction on sight.
Willing to make an extensive domestic and overseas travel as required occasionally
SPECIALIZED KNOWLEDGE, SKILLS & ABILITIES:
Experiences as the sales or service support in the mechanical equipment, construction or mining segment
With abundant knowledge of machine theory, structure, and services, be familiar with technical services and dealer management processes.
Experience ability in practical technical services is good. Comfortable liabilities to fully perform assigned tasks and to learn and improve individual knowledge and abilities.
Good expressive, organizational, and communication capabilities, good customer-or dealer-related collaboration, and conflict-solving capabilities.
Deadline:
Jun 2
Job-ID:
R0055176

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