Overview

• Salary

  12,200 MYR ~ 13,200 MYR

• Industry

  Trading Firm

• Job Description

  <Job Summary>
  • This position is responsible for managing all aspects of technical support for robotics business to achieve service sales and YOY growth in Southeast Asia region. Technical Support is head quarter function, includes customer support, presales and industry solution center team. Execute head quarter strategies by individual action plan in region to achieve sales with technical support, service sales, application sales activity. As Technical Manager you will lead regional team of customer service and presales engineers. You will lead team to ensure that customer’s requests are provided with the correct solutions in a timely manner and achieve companies service and sales goals. Manage regional team with team spirit, motivation and mentoring to them. Based on company future expansion plan handling the region, area may change time to time.
  • Service Business Infrastructure set up within Region.
  
  <Key Accountabilities>
  • Service Business Set up in line with sales strategies o Achieving monthly service revenue and service calls success with team
  o Exceed customer expectation to minimize robot’s downtime
  o Increase customer satisfaction index with prompt services
  
  <Key Job Requirements>
  • Technical & Services
  o Develop Service as revenue generator concept, set up service operations and stabilize service business as key activity
  o Service setup in region to attract customers and services to customer expectations
  o Develop service policy, service menu and AMC proposal for sales
  o Establish Service support via web, Intranet to our partners and customers.
  o Coordinate with head quarter to meet customer’s parts delivery schedules
  o Negotiate with customers on service prices, terms, and conditions
  o Work with customer-service team to provide satisfactory troubleshooting for robots in fields
  o Establish Service training programs for internal & external customers
  • Channel network expansion and management
  o Appoint right ASP in the region to serve customer effectively
  o Plan and structured service & application support to regional partners
  o Manage channels with RHQ sales strategies for effective robot business
  • Accounts Management
  o Manage services policies for existing CKA, PKA accounts
  o Increase the service revenue from key accounts (IHS)
  • Presales Activities
  o Work with pre-sales team to propose correct solutions, products and work towards progressing leads though successful POC
  o Support to presales team for application activities and innovative application development
  o Establish presales activities as sales tool
  • Team Leader & player
  o Regional team management experience with different culture and working in cross matrix organisation
  o Ensure proper coordination between Sales-presales-customer support to serve customer first
  o Guide engineers on customer’s expectation for technical and application issues
  o Support presales, service staff on presentations and contract negotiations
  o Ensure PDCA process in place in executing sales-service strategies planned by RHQ
  o Prioritize the service team work to optimize resources
  o Ensuring CS engineers complies to company’s rules and regulations
  o Oversees the implementation of workflow improvements planned by RHQ
  o Work with regional managers to ensure smooth operations and increase the sales and services
  o Prepare and analyze service reports to be submitted to management