Customer Services Director

Faiveley Transport Far East Ltd

Job Responsibilities:

  • Responsible for the P&L of the CS Department and achieving Sales targets for the Demographic Region of the position
  • Identify market trends and assess opportunity pipeline
  • Develop and deploy winning strategies, capture plans, and bids to secure order backlog. Lead the tendering, estimating and pricing process of customer services projects Lead the region’s STRAP/budget review and update proposal
  • Lead and manage Customer and stakeholder engagement to support business development, growth, and delivery of services. Build and maintain customer relationships in the SEA region
  • Achieving key KPIs and reporting on CS financial and operational performance
  • Provide technical consultation in the region for the company product portfolio (HVAC, Coupler, Brakes, PD&G, Access Doors, etc).
  • Accountable for the costs and budgets of the customer services projects in the execution and schedules
  • Responsible for meeting the Sales
  • Owner of Risks & Opportunities including development and implementation of effective mitigation strategies of risks and realization of opportunities across CS project portfolio.
  • Supervise services projects implementation to ensure all deliverables and customer satisfaction are met Supervise engineering section and validate technical deliverables
  • Lead processes requiring the involvement of stakeholders on the customer side
  • Develop competency and skills of Customer Service staff, and lead and motivate the team to achieve results and satisfaction
  • Oversee the Field Services team and Engineering Team to ensure collaboration with the Project team at a synergy effect
  • Ensure Safety, Quality, and standards (local, industry, and Wabtec) are fulfilled
  • Collect REX in the project phase to further improve future services solutions
  • Steer the continuous improvement of Services execution, including LCC, RAMS, engineering, manufacturing, methods
  • Support cash recovery process through close monthly control and working with customers to agree favorable settlements
  • Any other duties as assigned by the manager

Job Requirements:

  • Degree holder in Mechanical Engineering or related discipline; Business school training, MBA is desirable
  • 10 years or above experience in Customer Service/Field Service, relevant working experience in a managerial position, in the areas of railway, building, or other infrastructure service and/or maintenance 
  • Experience in management, sales, business development, and/or P&L responsibility
  • Customer-oriented, vision-driven, and strategic thinker
  • Strong managerial and people management skills and ability to steer the team to perform 
  • Accustomed with site practices, current regulations and statutory requirements in particularly Hong Kong
  • Ability to acquire swiftly technical knowledge of the company’s both electrical and mechanical diversified equipment
  • Strong analytical and problem-solving skills, result oriented and capacity to have a good impact and influence
  • Sound communication and interpersonal skills, able to deal with all levels of personnel and multinational customers
  • Being familiar with working in an international company in a similar sector, ideally in a matrix organization.
  • Good command of both written and spoken English and Chinese is a must
  • Occasional travel will be required 
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More job information
  • 5-day week
  • Dental plan
  • Discretionary bonus
  • Medical plan
Job Function
  • Southern District
Employment Term
  • Permanent
  • Full-time
  • 10 years
Career Level
  • Senior management level
  • Degree