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Posted on 2023-01-13
Customer Services Director
Job MatcherJob 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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Company Overview
Faiveley Transport, a world leader in the railway industry since 1919, has been in Asia for more than 30 years. While a global company, yet in every country and region, Faiveley is proud to provide timely, customized and quality railway equipment systems and services to accommodate our clients' needs and concerns. The regional Headquarters in Hong Kong for its Asia-Pacific business, is seeking high calibre candidates to fill the following position to cope with the global business development:
