Job Purpose

• The Head of Regional/Cluster Customer Service  Support has the responsibility of guiding the customer service support plans within the Service Delivery function across the Region /Cluster.
• Furthermore, Head of Regional/Cluster Customer Service  Support is responsible for the implementation of the strategic service support goals, procedures, and policies in alignment with Group Standards, values, and Code of Conduct
• The base location for the position can either be in Thailand/Malaysia/Singapore

Key Responsibilities

 Objectives

• Responsible for developing teams of highly-skilled service staff and ensure proper organisational set-up is in place at Customer Service Support level to maximise customer experience and contribute to achieve our growth aspirations
• Ensure global processes (and tools) are implemented according to given guidelines to deliver the agreed short- and long-term results. (drive 100% use of SAP CS)
• In alignment with Service Delivery functions, he/she ensures the deployment of  a customer-centric and efficient delivery model
• Responsible for Front, Middle as well as Technical back office Support
• Responsible for quotations for standard spare parts and workshop repair
• Planning and Support workshop and Field technicians, to ensure best possible utilization

Short-term plans and budgets

• Responsible for short-term plans and budgets being created and delivered within the agreed organizational frames of reference.

Service

• Responsible to  ensure  a high-quality service to exceed the expectations of our customers , efficiency and value.

External relations

• Responsible to maintain good relationships with customers, service partners, end-users, suppliers, the local communities and other important relevant stakeholders of the Regions.

Investments

• Responsible for developing the investment roadmap to ensure the Region/Cluster meets its operational requirements.

Purchases

• Whenever possible, all relevant purchasing decisions

Systems and Tools

• Responsible for creating a framework within the Region/Cluster that ensures systems, processes and procedures conform with the established concepts of Service Standards.
• IS systems are to be operated in line with Group IS policies.

Organisation Development

• Jointly responsible for ensuring the team meets and exceeds the appropriate employee satisfaction/motivation metrics.

People

• Responsible for the recruitment, selection, retention, and termination of the members of the team in accordance with the Group Policies and local laws and requirements

Financial matters

• Responsible for providing feed-back on service operational  related KPIs and  achieving the agreed operational (and sales) targets.
• Responsible meeting the cost  budget and forecasting. 

Required Minimum Qualification

• Should have 5 - 7 years of team handling work experience.
• Experience in developing and implementing key strategic initiatives within a complex business environment; experience working in a large manufacturing environment.
• Experience developing and implementing overall operating processes preferably within the service environment, with an eye for details and analytic thinking
• Extensive experience operating and supervising a large team and complex processess within the service environment.
• SAP and SAP CS skills will be preferred