AM Careers@SG

Senior Service Manager, Asia Pacific

Company:

SLM Solutions

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Job Description

Classification

Customer Support & Advocacy

Objective

The Manager of Field Services supervises and oversees Field Service Representatives performing installation, maintenance, and repair services at customer sites across Asia and the Pacific. Responsibilities include monitoring customer requirements, technical service and support while ensuring that resources are effectively coordinated to produce a high level of customer satisfaction.

Responsibilities:

  • Manage Field Service Representatives, the regional schedule as well as the local Service organization business goals and objectives
  • Work closely with his team of field service staff in Singapore and beyond, to schedule, dispatch & coordinate their work assignments, and resolve scheduling conflicts
  • Make data-driven decisions based on reporting from the company’s CRM system (C4C)
  • Disseminate information to the field and maintain intradepartmental communication through written correspondence and regular conference calls
  • Ensure compliance of field service staff with safety and performance standards, company and department policies, as well as business objectives
  • Develop service quality standards, skills certification criteria, performance objectives and metrics related to field service
  • Monitor staff performance and initiate correction action to resolve performance deficiencies through coaching, training, motivating, and disciplining
  • Travel with field service representatives on a periodic basis to evaluate and improve performance
  • Solicit customer feedback on SLM Solutions service performance through regular telephone interviews, e-mail correspondence and customer site visits
  • Evaluate service requirements of the install base and maintain regional assignments and proper resource allocation to ensure satisfactory customer response

 

  • Maintain complete and accurate records of field service activities
  • Analyze field service performance data, produce status and summary reports as required
  • Establish policies and procedures for producing effective service response and problem resolution for SLM Solutions customers
  • Provide direction to field service staff to ensure complete implementation and compliance with department processes
  • Work one on one in the field with the field service team to assist in improving competency levels and identify areas that need improvement
  • Assist other managers in achieving SLM Solutions business objectives related to customer service & attend technical training as needed

 

Minimum Qualifications:

  • Bachelor’s degree in Engineering and/or Management, or equivalent work experience and training
  • 5+ years’ experience as a manager/supervisor, (management of technical customer operations preferred) required
  • 2+ year of experience managing large teams
  • 1+ year of working with Customer Relationship Management (CRM) software applications
  • Ability to read electrical schematics

 

Preferred Skill and Qualifications:

  • Experience with 3D Printing technology
  • Hands-on experience with automation systems in manufacturing plants
  • Ability to communicate in German in addition to English would be considered a plus
  • Skills in setting up computer hardware and software
  • Strong project management and project leadership
  • Strong experience with reporting tools, data organization, data analytics, and modeling
  • Valid driver’s license and good driving record

 

Travel Requirement:

SLM Solutions will provide reasonable accommodations for  qualified individuals with disabilities. In compliance with federal law, all personnel will be required to verify identity and eligibility to work in Singapore and to complete the required employment eligibility verification form upon hire. All offers of employment with Stratasys, Inc are contingent upon the successful passing of a background check.

 

About the company:

SLM Solutions AG (Frankfurt Stock Exchg: AM3D.DE) is a publicly traded company headquartered in Lübeck, Germany. As an inventor of the selective laser melting process, our company focuses on the development and distribution of the most innovative, production-oriented metal additive manufacturing systems. Our focus is to be a leader in product performance and innovation and for our customer, to benefit from that approach. As part of our commitment, the SLM® team utilizes our engineering facilities around the world to foster collaboration on metal AM projects and help scale our users to series production. SLM Solutions provides consultation, installation, maintenance, training and other learning opportunities for customers to harness the capabilities and exercise best practices with selective laser melting

 

Additional Information

Job Title:

Senior Service Manager, Asia Pacific

Educational Requirements:

Bachelor’s degree in Engineering and/or Management, or equivalent work experience and training

Minimum Salary:

TBC

Maximum Salary:

TBC

Other Requirements:

- Experience with 3D Printing technology
- Hands-on experience with automation systems in manufacturing plants
- Ability to communicate in German in addition to English would be considered a plus
- Skills in setting up computer hardware and software
- Strong project management and project leadership
- Strong experience with reporting tools, data organization, data analytics, and modeling
- Valid driver’s license and good driving record

Employment type:

Full Time

Job Specialisation:

Management

Industry:

AM Technology (Hardware / Process)