Job Summary 工作概述:
- Plan, direct and control the nationwide field service in line with national guidelines and strategies & policies ensuring the highest level of customer service is achieved and maintained
- Development and implementation of new projects and activities to enhance field service quality (customer satisfaction), increase service - and spare parts turnover
- Manage and lead the field service team
Roles and Responsibilities岗位职责:
- Establish projects, activities to further increase customer satisfaction, and turnover
- Policy and process development and improvement
- Field service budget definition and control
- Nationwide arrangement of service interventions (chargeable and non-chargeable)
- Service quality measurement, management and improvement
- Promotion of services and spare parts
- Complaint management (incl. crisis management) support from technical side
- Service and spare parts promotion
- Support at spare parts stock planning and forecasting
- Control field service team KPI
- Market research support (competitor data etc.)
- Other duties as assigned