Customer Service Manager

The Customer Service Manager Taiwan reports directly to the Regional Customer Service Manager (RCSM) APAC and is responsible for all service (commercial and technical) related activities, as well as the service strategy for Hitec Power Protection Taiwan and supporting the region with resources. The commercial activities include customer development, project management and service excellence. The successful incumbent will lead a team of 20-25  full-time employees in the region.

Major Responsibilities and Objectives:

Operation

• Working with RCSM, Service Project Manager Partners and Customer Service Coordinator to plan, direct and execute the service operation in Taiwan;
• Responsible for the service business performance and deliverables, with direct responsibilities over customer contract management, after sales, and field services sales.
• Developing/managing the performance and capacity of local supply chain for service business
• Working with RCSM to deliver the required support from Taiwan service organization to the other APAC regions as needed, especially commissioning
• Effectively playing the role facilitating the communications as needed among Hitec Headquarter, Help Desk Global/APAC and the stakeholders.

Finance

• Leading/managing all activities of service sales, taking charge of the service order management flow in a timely/cost-effective basis.
• Reinforcing the financial disciplines in all aspects to ensure the profitability of Hitec’s service business in Taiwan
• Responsible for achieving annual business targets set for Taiwan service organization in the company budget plans.

Organization

• Developing a short-to-medium term rolling strategic plan that links to the regional service business plan.
• Developing/recommending/executing short-and-long range objectives for continuous improvement of Hitec Taiwan service team’s competitive position
• Working closely with RCSM APAC to plan and develop the organizational and technical capabilities of Hitec Taiwan service team
• Working closely with UPS Academy to execute the training plan thoroughly

Applicant Requirements

• BS or MS degrees in Electrical/Electronic/Mechanical Engineering or equivalent training and work experience.
• Minimum 10 years of working experience
• Minimum 5 years of experience in Service Business, experience from Semiconductor industry is a preferred.
• Good commercial knowledge and business communication skills
• Good communication skills and proficiency in English (Speech, reading and writing).
• Strong analytical capabilities.