Head of Customer Service Operations
5 days ago
The Head of Customer Service Operations will play a crucial role in leading our customer service delivery team in Indonesia. This individual will be responsible for driving the digital services transformation for industry services, aligning and developing new capabilities to support customers and service delivery.
Main Accountabilities:- Leading Service Operations: Oversee service lines within the Service Delivery team, ensuring service execution aligns with Product Lifecycle Management (PLM) and Customer Relationship Management (CRM) systems.
- Delivering Service Excellence: Implement delivery processes that enhance customer experience and drive continuous improvement in operations and overall service delivery.
- Innovating Customer Solutions: Translate customer feedback into new capabilities that shift interactions towards Digital Services.
- Effective Stakeholder Management: Communicate effectively with stakeholders regarding workforce planning and partner activities.
- Cost Optimization and Productivity: Manage associated costs, utilization, and productivity within the Service Delivery team.
- Collaborating with Headquarters: Work closely with CS SD ASEAN on new portfolio rollouts and share best practices.
- High Customer Satisfaction: Maintain high levels of customer satisfaction and confidence.
- Digital Service Development: Develop digitalized delivery processes and cultivate skilled experts to drive digital service operations.
- Cost Savings and Efficiency: Achieve CS productivity and utilization targets, ensuring KPIs and customer satisfaction are met.
- Service Quality and Efficiency: Lead and oversee service delivery across Indonesia, ensuring high standards of quality and efficiency.
- Team Development: Build and mentor a team of service engineers, managers, and technical specialists.
- Service Expansion and Innovation: Identify opportunities for service expansion and new business offerings.
- Operational Effectiveness: Ensure efficient execution of service contracts and maintenance projects.
- Strong Customer Relationships: Maintain strong relationships with key customers in Indonesia.
- Collaborative Working: Partner with Sales, Project Management, Engineering, and other departments to ensure seamless service delivery.
- Service Performance Monitoring: Monitor and analyze key service metrics and KPIs in Indonesia.
- Risk Mitigation: Identify and mitigate risks associated with service delivery.
- Education: A degree in Electrical Engineering, Mechanical Engineering, or a related field.
- Leadership Expertise: Experience in a senior leadership role within service delivery, ideally in an engineering or technical environment.
- Siemens Product and Service Knowledge: Knowledge of Siemens products and services, particularly in automation, PLC, and DCS systems.
- Service Delivery Experience: At least 10+ years in service delivery, with experience in managing teams and operations.
- Customer-Centric Leadership: Ability to understand and address customer needs.
- Problem-Solving and Decision-Making: Strong problem-solving skills and decision-making capabilities.
- Excellent Communication Skills: Proficient in communicating with stakeholders at all levels.
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