Job Description

Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking, sustainable innovations.Join us on our journey for a better tomorrow.We are hiring CTS Service Manager in Penang branch.Mission:

• Support the Group\'s Vision "First in Mind and First in Choice" by focusing on and continuously promoting and developing a Customer-Value and a Customer-Care driven culture within the organization. Promote & implement the core Atlas Copco values of Interaction, innovation & commitment
• Drives operational e\xef\xac\x80iciency through the implementation of lean and agile processes.
• Promote Safety First culture and instill a mindset of safety for all CTS Ops employees.
• Achievement of highest possible levels of customer satisfaction.
• Focus on customer satisfaction and improvement of NPS response rate and overall score.

:Service Operations:

• Work closely with Ops BLM to determine and understand strategy parameters with the aim of optimizing service operations processes for implementation in the branch.
• Develop strategies to improve first time fix and strategies to improve team focus on achieving customer satisfaction.
• Focus on sustainability and competence development of FSE and back-office staff in the branch and encourage culture of \xe2\x80\x9csafety first\xe2\x80\x9d.
• Achieve optimum productivity and extend premium quality service standards to customers to exceed customer expectations.
• Plan, direct, and supervise service activities to meet operational requirements.
• Develop and implement strategies to balance the priorities of service operations with timely and effective Work-In-Progress management.
• Maintain control over productivity to ensure achievement of service variance and operational efficiency goals.
• Lead and coach the team to ensure optimum behavior and performance, acting as first point of escalation for service and technical issues.
• Supervise workshop activities, improve and optimize efficiency & quality of element overhauls when applicable.
• Ensure good housekeeping in both workshop & office workstations.
• Ensure correct business dimension booking for advance service product lines.

Technical Services:

• Ensure that ECB are implemented timely for units installed within the territory by collaborating closely with technical team and planner.
• Escalate technical issues that requires technical support team intervention.
• Ensure that all claims from distributors within the branch territory are filed through DistributorWant and that it is managed timely.
• Ensure that FSE assigned for advance service products get all the required training and have the skills to support business growth.

People Management

• Lead and motivate the team ensuring individual professional growth of each member of the team so that they are equipped with the required competencies and attitude to deliver at their highest possible levels.
• Monitor staff performance in line with their job descriptions.
• Evaluate training needs of the team and develop technical / non-technical competencies as required.
• Keep the team members updated on the developments on both products and other relevant business needs through training and development programs.
• Encourage the team on self-learning through the e-learning portal with transparent monitoring and follow up.
• Develop the organization to have the capacity to support both direct and indirect channels.

Experience Requirements:Minimum 3 years managerial experience in well proven successful service environment - in engineering or same industry.Knowledge:

• Technical Operations Management
• Distributor Management
• Customer / Market Territory Management
• Computer literate

Educational Requirements:Diploma / Degree qualification in technical / engineering or business discipline.Personality Requirements:

• Individual with high energy and strong aspiration
• Stress resistant and mature personality
• Good communication and interpersonal skills.
• Able to interact effectively with all levels in the organization.
• Analytical, systematic, organized, results oriented and able to handle multiple tasks.

Diverse by nature and inclusive by choice
Bright ideas come from all of us. The more unique perspectives we embrace, the more innovative we are. Together we build a culture where difference is valued and we share a deep sense of purpose and belonging.

Atlas Copco