Global Customer Experience Manager
7 days ago
We are committed to empowering our employees to thrive in a rapidly changing world. Our ideal candidate is a proactive problem solver who can adapt quickly and drive results-oriented solutions.
Key Responsibilities- Collaborate with local teams to resolve warranty-related issues concerning medium voltage switchgears and vacuum circuit breakers.
- Develop and implement site activities through remote support, technician dispatch, and on-site product training.
- Establish and maintain relationships with key partners and report directly to the global GCC Head.
- Create and execute product installation and operation training plans for internal and external customers.
- Foster a culture of balanced workload and prioritize Health & Safety within the GCC team.
- Monitor and control relevant KPIs to track performance and drive continuous improvement.
- Report position-specific KPIS (Manpower Assignment, Budget, Customer Satisfaction) to the Global GCC Management.
- Work with the global GCC Head to ensure the implementation of QM&GCC strategy in Indonesia.
- Maintain high customer satisfaction levels throughout training and service activities.
- Evaluate critical topics and escalate to Quality Management, reporting cases to the Global GCC Head.
- Collaborate with the Operation and R&D Team to develop continuous improvement measures.
- Degree in mechanical or electrical engineering or equivalent.
- At least 5 years of site experience, preferably with leadership experience and 2-3 years of service experience.
- Knowledge of Installation, Maintenance, or repair for medium voltage switchgears and Circuit breakers.
- Professional-level English language skills and local language proficiency.
- Familiarity with Digitalization and Tools (Power BI, Artificial Intelligence).
- Result-oriented with strong analytical thinking.
- Able to handle multiple complex priorities and balance needs according to business impact.
- Systemic problem solver implementing solutions to root cause problems.
We value diversity and inclusivity, and we are committed to creating an equitable workplace that reflects the diversity of society.
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