1. Service Operations Management
- Comprehensively responsible for the construction and operation management of the company's after-sales service system;
- Develop and implement annual operating goals, budgets and workplans for the service sector;
- Establish and optimize service procedures, standard operating procedures (SOP) and management system;
- Overseeing the operation of the various regional service centers to enhance the overall service efficiency and quality.
2. After-sales service management
- Be responsible for the integrated management of equipment installation, commissioning, repair, maintenance and technical support work;
- Establish equipment failure analysis and prevention mechanisms to improve equipment attendance and customer satisfaction;
- Oversees the handling of major failures and customer complaints and promotes closed-loop management of issues;
- Promote the digital construction of services and improve the management of services.
3. Accessories and maintenance management
- Planning and managing spare parts inventory and improving the timeliness of spare parts supply;
- Controlling service costs and maintenance costs and improving spare parts turnover;
- Oversees maintenance quality management and ensures that maintenance operations conform to the manufacturer's standards;
- Drive revenue growth from repair operations and accessories sales.
4. Customer Relationship Management
- Establish a customer service management system to improve customer satisfaction and customer loyalty;
- Visit key clients on a regular basis to understand their needs and promote the implementation of improvements;
- Responsible for the coordinated handling of major customer complaints and service disputes;
- Establish customer service records and service evaluation mechanisms
5. Service network construction
- Planning and building a national service network;
- Promote service network coverage and optimize the allocation of service resources;
- Establish a system for the management and evaluation of service providers;
- Improve service responsiveness and regional service capacity.
6. Team Building and Talent Development
- Responsible for the organizational construction of the service team and the development of the talent pipeline;
- Establish a performance appraisal system for service personnel;
- Organizing technical and managerial training to enhance team professional capabilities;
- Build an efficient and professional service management team.
7. Operational Analysis and Risk Control
- Responsible for the analysis and improvement of operational data of service businesses;
- Monitor service costs, maintenance costs and operational risks;
- Develop and implement cost reduction and efficiency programmed
- Report regularly to management on service operations and improvements.
Requirements
Education
- Bachelor’s degree or higher.
- Preference will be given to candidates with degrees in mechanical engineering, vehicle engineering, mechatronics, construction machinery, and business administration.
Work experience.
- More than 10 years of experience in managing services within the construction machinery industry.
- At least 5 years of experience in managing a service department or serving as a service director.
- Familiarity with construction machinery such as excavators, loaders, rollers, and graders.
- Prior experience in industries such as Sanyi, XCMG, Liu gong, Caterpillar, Komatsu, Hitachi Construction Machinery, and Volvo Construction Machinery is a plus.
Professional competence.
- Familiarity with after-sales service systems and operational management for construction machinery.
- Proficient in maintenance management, spare parts management, and service network development.
- Possesses strong managerial and team leadership skills.
- Possesses excellent customer relationship management and problem-solving skills.
- Possesses strong analytical skills and the ability to make sound business decisions.
Benefits
- Personal Accident Insurance
- Life Insurance & Health Insurance
- Provident Fun
- Annual Bonus
- Position Car with Fleet Card, for Certain Positions