Save Job Back to Search Job Description Summary Similar Jobs With a team of 100 people In charge of 25million USD aftermarket sales business About Our Client My client is a global player in the automation industry, renowned for our innovative solutions and exceptional customer service. They are on a mission to transform industries through cutting-edge technology and unparalleled support. As we continue to expand China footprint, they are seeking a dynamic and experienced Head of Customer Service to lead dedicated team in delivering exceptional service experiences and generating more sales revenue. The Head of Customer Service will oversee a team of 100 professionals, comprising Field Service Engineers and After-Sales Parts Service Sales. Job Description Leadership & Management: Manage and mentor a diverse team of 100, including Field Service Engineers, Onsite Engineers, and After-Sales Parts Service Sales personnel. Supervise and develop a subset of after-sales service team members directly, ensuring high performance, engagement, and retention. Implement strategies for team expansion, training, and development to meet business goals and customer demands. Strategic Planning: Develop and execute comprehensive customer service plans aligned with company objectives and industry trends. Foster a culture of innovative thinking to drive process improvements and service innovations. Collaborate with cross-functional teams (e.g., Product Development, Sales, and Supply Chain) to enhance product support and customer satisfaction. Operational Efficiency: Oversee the optimization of service delivery processes, ensuring timely and effective response to customer needs. Manage spare parts inventory and sales, optimizing stock levels to balance cost and service levels. Implement key performance indicators (KPIs) and monitor service performance metrics to drive continuous improvement. Customer Relations: Act as a key liaison between the company and its customers, addressing complex issues and ensuring high levels of customer satisfaction. Build and maintain long-term relationships with key clients, understanding their needs and expectations to tailor service solutions. Conduct regular customer feedback sessions to gather insights and drive service enhancements. Business Development: Identify and explore new service opportunities within the automation sector, contributing to the company's growth strategy. Develop and execute strategies to increase after-sales parts sales and service revenue. The Successful Applicant Proven experience as a Head of Customer Service or similar leadership role within the automation industry, with a minimum of 5 years managing after-sales service teams exceeding 50 members. A degree in Engineering, Business Administration, or a related field is preferred. Demonstrated ability to think strategically and operate tactically, with a strong emphasis on customer-centric solutions. High emotional intelligence, excellent interpersonal skills, and the ability to lead by example with integrity and resilience. Strong analytical skills and proficiency in data-driven decision-making. Ability to work collaboratively across departments and drive projects to completion. Proficient in using CRM and ERP systems, as well as relevant service management tools. Excellent command of English, both written and verbal. What's on Offer Opportunity to lead a high-performing team in a rapidly growing industry. Competitive salary and benefits package. Continuous learning and development opportunities. A vibrant and inclusive work culture that values innovation and teamwork. Contact Olivia Lu Quote job ref JN-112024-6584245 Phone number +86 21 6035 3530 Job summary Function Engineering & Manufacturing Specialisation Field Services / Maintenance What is your area of specialisation? Industrial / Manufacturing Location Shanghai Contract type Permanent Consultant name Olivia Lu Consultant phone +86 21 6035 3530 Job Reference JN-112024-6584245
