Customer Service Manager

Overview

Key position at global company!

Company Description

This company is measures up as a leader in the testing industry. The company is the world\'s #2 maker of test and measurement equipment, including digital multimeters, logic analyzers, and signal sources. In particular, the company is the world\'s largest maker of oscilloscopes (display screens used to check electrical equipment); it offers them in all shapes and sizes, from handheld units to large laboratory models. The company also makes video test equipment, wireless field test equipment, and curve tracers. Its Components subsidiary makes hybrid circuits for the automated test industry.

Responsibilities

- Develops and implements service strategies, policies, and programs for Japan\'s field/customer service organization.
- Support long-term marketing strategies as it pertains to Service business growth and capability. Establish revenue objective for the service organization.
- Responsible for Asia Service Operation budget planning and Headcount planning (P&L)
- Responsibility for field support including the installation, maintenance, and modification of the organization\'s products.
- Responsible for establishing, implementing, and maintaining quality service standards, assuring to maximize customer satisfaction.
- Develop policies and procedures covering such areas as order administration and customer complaints. .
- Coordinates and approves all new product service plans for Japan to ensure applicability and resource allocation..
- Leads continuous improvement initiatives to improve operations efficiency.
- Perform other related duties as assigned.

Requirements

- Bachelor’s degree in Electronics, instrument or equivalent in education and experience.
- Ability to effectively deal with customer conflict, and interface amiably with field sales force and management.
- Ability to coach and mentor team members in order to achieve \"Best Team Wins\" Philosophy.
- Ability to communicate in English.
- Calibration and logistic experience as plus.

Preferred Experience

- More than 10 years customer service management experience in a Multinational company.
- Knowledge of electronics test instrumentation industry.
- Experience in general business management with proven successful track records.

Desired Traits

Description of Benefits

Additional Notes

Customer Service Manager