Head of Remote Services
SSI SCHAEFER South Africa 2024-07-23Location(s): Malaysia
Target Group: Full time
Task Area: IT & Software
About the Group
The SSI SCHAEFER Group is a globally operating group of companies and one of the world's leading solution provider of modular warehouse and logistics systems. On six continents, SSI SCHAEFER develops innovative solution concepts for its customers’ various industries and thus shapes the future of intralogistics - in accordance with the company motto "Think Tomorrow".
SSI SCHAEFER Malaysia is seeking a Head of Remote Services, APAC & MEA, who will be responsible for managing all customer related service activities in relation to remote services and communication with the target to improve customer satisfaction and grow the various services within the Remote Service Line business.
This role includes but is not limited to the following:
• Liaise with Global BU CS in implementing the global process required for the Remote Services in the region.
• In collaboration with respective stakeholders, such as Project Realization teams, SOM and our Hotline in determining the Hotline support levels between Europe and our region.
• Support escalation management in Incident/Problem tickets with the SSI and customers organization.
• Analyze SLA performance and identify areas of improvement in the system for better profitability.
• Maintenance of data in global tools (Salesforce-Service Cloud, SaX, etc) account level for tickets.
• Collaboration with various CS stakeholders (such as CS Sales, Service Solutions, Field Service Line, Project Service line, LS and PE) and LEs to define obsolescence management (product lifecycle management) for both hardware and software systems and implementation roadmap with the customers.
• Regular monitoring and follow up of the Open Ears/NPS feedback and initiate discussion with customers to determine improvement in our service quality and level.
• Ensure compliance in the business by operating within the company’s policies and procedures, as well as industry regulations.
About you
Knowledge, abilities and experience
• Customer and vendor management
• Possess good communication and interpersonal skills to work with both internal and external customers
• Customer service skills to listen to the concerns and feedback from customers and be able to address their needs.
• Good negotiations skills to articulate and ability to convince the benefits of our services
• Ability to interact daily with customers from a wide range of cultures and backgrounds
• Account management
• Strong communication skill
• ITIL as manager
• Fluent in written and oral English
Education, certification and qualifications
• Degree in Engineering or Computer Science
• Operations Management or MBA
What we offer
• MNC exposure
• Reputable employer in the intralogistics industry
• Ability to work with colleagues from diverse backgrounds
• Flexible work arrangements
• Attractive benefits
• Great career development opportunities