Customer Service Manager (m/f)

at the branch office in Buchs AG/Switzerland

23. Oktober 2017

Your responsibilities:

Technical

  • Ensure best practice sharing (including outside KUKA) and success stories in regards to Robotic
    Applications, Field Service Operations, Performance, etc.

  • Possession of know how to conduct root cause analysis and derive corrective actions

  • Lead technology and know-how transfer from HQ, other KUKA locations and other third party
    resources to local market

Planning/Budgeting/Forecasting

  • Analyze statistics and compile accurate reports and business forecasts (O.I., revenue & margin of
    customer service

  • Control resources and utilize assets to achieve qualitative and quantitative targets

  • Adhere to and manage the approved budget

  • Propose cross-business investments/tools

  • Manage and improve productivity of the customer service team

Processes & Operations

  • Develop service procedures, policies and standards with necessary tools and software

  • Keep accurate records and document customer service actions, discussions and meetings

  • Maintain an orderly workflow according to priorities

  • Establish a field service operations mechanism for implementing a market driven local service
    performance

  • Establish corporate Field service processes, Service Level Agreement (SLA) policies and tools, in line
    with the HQ standards.

  • Drive business case development together with Sales Manager

  • Monitoring of Dispatch Board with short and long term planning

  • CRM data responsibility for customer service

Customer Relations

  • Take ownership of customer issues and find sustainable solutions
  • Improve customer service experience and create engaged customers and facilitate growth

  • Our product and service range meets the requirements of the market

  • Ensuring the handling of customer issues (e.g. order, payment) by coordinating with Sales,
    Operations Management, and other internal and/or external teams

  • Key accounts’ track (also define key accounts and periodic visits)

Team Management

  • Recruit, mentor and develop customer service agents and nurture an environment where they can
    excel through encouragement and empowerment

  • Hold weekly & monthly Field Service Team Meetings

  • Coaching, mentoring, growth and development of CS team

  • Develop, track and implement sufficient training for the team to remain up to date with technology,
    applications and products

  • Define, train and support the sales support team

Your competence profile:

  • Degree in Engineering (Electronic, Mechanic or Electric)

  • Minimum 3 years of customer service management experience in a b2b environment

  • English (fluently)

  • German (optional)

Besetzungstermin: Ab sofort

Customer Service Manager (m/f)

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