Global Service Manager, GSMCD - Tokyo - Japan - JCH
Johnson Controls
Tokyo, Tokyo, Japan
12 日前

RESPONSIBILITY LEVEL :

  • To lead management of global service operations
  • To enhance CS (Customer Satisfaction) in after sales service in global markets
  • To monitor, support and improve after-sales-service operations in global markets
  • PRINCIPAL DUTIES :

  • Monitoring and supporting service operations in JCH / JCI overseas entities
  • Training center, technical training, commissioning, diagnosis, repair and service parts supply
  • Support to improve product quality
  • To report important product failure in the market to factory
  • To check proto-type product for service-ability
  • Setting up and Implementing service policy and operation procedures for JCH / JCI overseas entities
  • Service networks (authorized service company, training center, parts warehouse, supply channel etc.)
  • Distribution system for literature for service operation (service manual, technical bulletin, parts list etc.)
  • Service Training (Training Centre, training material, curriculum etc.)
  • Technical support (Consultation and onsite service)
  • Spare parts supply system (supply rule for factory, supply rule for sales company)
  • Customer treatment (inquiry handling, call center etc.)
  • Escalation system for serious complaint and important product failure case
  • Grading and technical level (certification system)
  • KPI for service operations
  • CS survey in the market (CS : Customer Satisfaction)
  • Educational Background :
  • Bachelor
  • Work Experience :

  • Experience and skillin service parts management and logistics is preferable
  • Ability to envisage and introduce policy and procedures for after sales service
  • Ability of project management (planning, scheduling, leading team, addressing problems etc.)
  • Capable to manage various competing priorities
  • Ability to develop and maintain good relationships across multi-cultural organization
  • Knowledge / Skill level :

  • Technical knowledge, experience and skill about HVAC in installation, commissioning, maintenance and repair
  • Language Level :

  • Good communication ability in English
  • Others :

  • Willing to go on domestic and overseas business trip
  • To accept possibility to be stationed in overseas country for a certain period
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