Work Location , Expected Annual Income :
Tokyo,Kanagawa,10.0M ～ 11.6M
About the Company :
Global American Life Science Company
Responsibilities :
The Service Operations Manager is responsible for improving customer satisfaction and optimizing operational efficiency. This position is also to drive the Service business by applying strategies that include the Contract Sales, sale of Aftermarket Products (Upgrades, Parts etc.) and CP monetization. The role requires cross-functional leadership, ensuring high-quality service delivery, effective resource management, technical support for service issues, and the execution of strategies to grow service business.
Responsibilities:
Accountable for leadership of direct reports to include ongoing direction, coaching, and development.
Lead technical support which continuously surpasses customer expectations.
Develop the Technical Support teams to become the driving gear between the customers, Field Service and internal departments. Including controlling, planning and continued development of Technical Support with the goal of increasing customer satisfaction and associates’ engagement in a cost-optimized manner.
Create and monitor the metrics to drive the day-to-day operations.
Leverage internal relationships to enhance business performance and customer experience.
Drive change initiatives as required to improve efficiencies and execute on business commitments.
Own and drive service business growth by applying innovative and time tested strategies.
Requires knowledge and experience of sales principles, processes and methods, prospecting techniques to strengthen the network and improve the sales cycle
Conduct the annual target/actual comparative analysis based upon the current competence profile of the associates.
Identify and lead initiatives to continuously improve the Service Business. Promote and motivate direct reports and teams to contribute in continuously improving our service delivery, execution and commercialization.
Develop growth strategies for maintenance contracts, pricing, new menus, and other growth programs.
Manage service order and sales revenue, margin, and backlog
Lead service-related sales opportunities and collaborate with Sales, FSE, and other teams.
Improve contract renewal rates and promote upselling/cross- selling opportunities
Master the basic features and benefits of the entire aftermarket portfolio and increase Aftermarket Sales by promoting campaigns, digital marketing, sales organization activities, and customer inquiries
Benefits :
Employment Type: Full time employee (正社員)
Office Location: Central Tokyo, Japan
Working Model: Hybrid
Interviews: 2-3
Budget: Up to 11mil
Welfare and Insurances: Covered
Work Language: Japanese
Required Experience / Abilities / Skills :
REQUIREMENTS:
Education: BS Degree
Years of experience: Minimum of 3 years of aftermarket service management experience in the Healthcare, Life Science, industrial or IT markets
Years of experience: Minimum of 1 years of people management experience
Japanese native, English business level required
Experience in using CRM and ERP systems
Negotiation skills, Sales skills, Relationship building with key persons of the customer
Strong communication skills and the ability to communicate our value proposition to customers, based on changing customer needs.