售后服务副经理

<p><strong>Responsibilities</strong></p><ul><li>Define and communicate FS team priorities and objectives</li><li>Performance management, assign and follow up on objectives, assess and give feedback on individual and team performance</li><li>Team and individual development, define learning plan, ensure that development plans are in place</li><li>Develop communication and feedback mindset within the team</li><li>Ensure optimal collaboration with other teams and partners</li><li>Define and optimize team workflow and process, improve team productivity.</li><li>Lead team to drive service revenue growth and manage team cost reduction.</li><li>Lead resolution of escalated issues / complaints linked to field service and define plan of action</li><li>Lead the team to meet Service Quality KPIs on satisfaction rate.</li><li>Prepare, execute, wrap-up and document standard and custom services on Process Solution equipment – eg. FAT, Installation, SAT, IQ/OQ, Preventative Maintenance & Repair.</li><li>Providing technical support and troubleshooting on Process Solution related hardware system, For example, TFF system, Mixer, Chromatography system, ect.</li><li>Lead team to handle product-related problems (focus on hardware) with customers as required.</li><li>Handle customer complaints, provide valid technical resolution.</li><li>Lead complex technical issues problem-solving, collaborate with stakeholders, provide satisfied solutions to customers.</li><li>Provide technical expertise, procedures, documents to support Field Service Engineers.</li></ul><p> </p><p><strong>Requirements/Qualification</strong></p><ul><li>Minimum bachelor’s degree in <strong>biochemistry, automation, electronic and machinery</strong>.</li><li><strong>At least 10 years working experience & At least 3 years Service team management experience</strong> in pharmaceuticals manufacturing company or equipment field service experience in biopharma. industries.</li><li><strong>Good GMP knowledge and experience.</strong></li><li>Computer skills and <strong>communication skills</strong> are required.</li><li>Good English language skills, Be able to fluent English communication & good English written.</li><li>Good execution, integrity, teamwork, hardworking, are definitely required.</li><li>Passion and self-motivated.

Being initiative to learn and improve yourself.</li><li>Frequent travel are required in domestic cities.</li></ul>