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Service Engineer Leader_Gotemba/ Sapporo

Date: 10-Apr-2019

Location: Gotemba, JP

Company: Tetra Pak

Main Purpose of the Job

  1. Drive growth, profitability and capabilities in service business.
  2. Customer Management responsibilities for a large segment of the business in the market area.
  3. Deploy the Technical Service portfolio.

Key Responsibilities

  1. Lead the supervision of field force activities to ensure that they are executed to a high standard and in line with agreed procedures, safety standards and regulations, ensuring that all assignments are manned in an efficient and effective way to satisfy customers.
  2. Lead the support to the Field Service Engineers to resolve issues, making sure the Problem Solving Methodology(PSM) and IR escalation process is consistently followed and applied to ensure rapid and permanent resolution. Provide regular and consistent communication to relevant stakeholders, including account teams, on issue status and next steps. Serve as Issue Driver, as required.
  3. Lead the consistent use and application of global standards, processes and tools, for each type of service delivery. Perform regular audits of service execution, and follow up with relevant improvement action plans.
  4. Lead the analysis and follow up of Event Driven Customer Satisfaction for Maintenance (EDCSM) feedback and feedback from account teams in own area of responsibility, drive relevant action plans to improve customer satisfaction.
  5. Lead the timely and high-quality completion of all relevant technical reports from the team in own area of responsibility.
  6. Lead, develop and manage the field force team according to the global HR processes, standards and definitions. Participate in the identification of talent/potential candidates for promotions, rotation assignments and career migrations.
  7. Participate in creation and lead execution of the competence development and certification plans for the field force in own area of responsibility. Participate in market area tactical planning and resourcing process, by providing relevant inputs for capacity and competence development.
  8. Participate in extended account teams in own area of responsibility to ensure the service delivery meets expectations of account team and customer stakeholders.

Critical Experience & Qualifications

  • Minimum 5 years of experience in People Management, preferably manage technical members
  • Native in Japanese, Business level in English
  • Understanding Japanese business culture
  • Minimum 3 years of experience as engineer
  • Experience in customer management
  • Educational background: Diploma in Engineering, Science or equivalent 

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