After Sales Service Manager

Karcher Cleaning Systems Sdn Bhd - No.5 Jalan Perintis U1/52, Kawasan Perindustrian Temasya Glenmarie, 40150 Shah Alam, Selangor
In this exciting and versatile position you are managing the entire After Sales Department. You ensure great customer support through our After Sales Support team and through our team of Service Technicians. Additionally, you must also satisfy the service concerns of all customers, ensure that service is performed at the highest level and operate the department profitably.
Responsibilities:
  • Hiring and supervising all service department personnel, as well as monitoring their performance in servicing customers
  • Manages a team of service staff, motivates them and constantly upgrades their skills through relevant trainings
  • Should be able to combine and lead the customer centric after sales customer service centre and the efficiency driven workshop
  • Delivers highest level of customer satisfaction by ensuring fast response times and high quality repairs
  • Ensures that the quality of repairs and the delivered service meets the company’s established standards both internally and that of the service dealers
  • Be able to analyse work flows in both departments, to recognize fields for improvements and to execute the according changes
  • Maintain the profitability of the After Sales departments while controlling expenses and maintaining customer satisfaction
  • Takes the lead in transforming the After Sales Service into a revenue generating department
  • Responsible for warranty processes both internally and that of service dealers
  • Keeps up to date with all internal and external product news and ensures that all relevant information is passed on to all stakeholders
  • Creating goals and objectives for the department, which includes an annual operating budget and a marketing plan to promote new and repeat business like service contracts
  • Liaising very closely with the Sales and Operations departments to provide a smooth customer experience
  • Actively involved in the assessment and appointment of service dealers
  • Conducts regular audits of service dealers to ensure that standards are followed
     
    Requirements:
  • Diploma or Degree in Electrical/Electronics or Mechatronics with relevant work experience who are willing to work hands as well as strategically
  • Proficiency in written and spoken English is a must
  • Extensive technical background with 5 years of management experience with hands-on experience onboth mechanical and electrical skills
  • Require strong communication skills to deal with customers and dealers on escalated complaints
  • Successful track record in improving and streamlining processes
  • Strong customer service orientation
  • Must be pro-active and independent in his/her work
  • Able to work independently and perform under pressure
  • Ability to work well across departments and find the best possible processes and solutions for the customer
  • Good PC skills, particularly in MS-Office. Knowledge in SAP and CRM is an added advantage
     


Open 03 Januari 2018
Closed pada 02 Februari 2018

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Profil Syarikat

Karcher Cleaning Systems Sdn Bhd

Karcher Cleaning Systems Sdn Bhd

Malaysia - Selangor - Shah Alam/Subang - Glenmarie

Kärcher, the world’s leading provider of innovative cleaning solutions, is a family-owned company that has built its impressive growth on foundations of mutual respect and trust. With our cutting-edge technology we continue to create milestones, which is why we are looking for motivated employees who want to make a difference by delivering outstanding performance.
 
As a Multi-National Corporation, we have established subsidiaries in over 60 countries and are employing more than 10,000 people worlwide.
 
Our Malaysian subsidiary was established in 1997. Since then we have grown to a team of 50+ employees spanning a wide range of departments.

Mengapa bergabung dengan kami?

  • A multi-national company with strong corporate culture.
  • Ideal working hours to promote work-life-balance
  • Provide a clear understanding of our company's business goals and priorities.
  • Outstanding career advancement oppurtunities await our staff.