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Purpose of Position The primary role of this position is to provide repair
and preventative maintenance services for all Hach equipment while promoting
customer satisfaction and maintenance contract growth. Essential Functions
◆ Lead a team of service to meet the business objectives of service team. ◆ Develop and implement service business strategies. ◆ Prepare Services Processes and standard work. ◆ Build services as a differentiator & value-added service and make it a
profit center as against current practice of being cost center. ◆ Drive Revenue though sale of spares, service contracts, extended warranty and
likewise. ◆ Plan effective Time & Territory Management for service team to achieve
a) better scheduling & improved work life balance of service team b) Reduce
to cost of services as % of revenue & c) Reduce service response &
resolution timelines ? improve service effectiveness. ◆ Drive project execution on time. ◆ Overall ownership of NPS (Net Promoter Scores) Improvement. ◆ Work closely with Sales Leaders to drive effective sales / service calls
and customer satisfaction. ◆ Individually handle critical & corporate customers by front ending the
service cases. ◆ Individually handle service cases directly based on designated territory/products/customers. ◆ Lead and Drive analyzer health check-up programs at high IB customers &
generate opportunities for upgradation / stocking spares. ◆ Practice & evangelize Danaher Business System (DBS) tools like VM/DM,
Kaizen, PSP, Policy Deployment, etc. to run effective service processes. ◆ 30% of time would be spent on managerial & strategic initiatives
whereas 70% of time would be spend on the on-going service visits. ◆ Size up the talent, providing growth direction, and mentoring to grow &
develop within organization. ◆ Provide Leadership to service team through effective communication of
vision, active coaching & development while comparing results to goals and
taking appropriate action to correct when necessary.
Background and Skills ? +5 ~ 7 years’ experience in Analytical Instrument field service (lab/online/process)
with understanding of the entire processes. ? +2 ~ 3 years’ experience in leading the team or managing direct reports. ? Experience in a commercial Service role with metric and monitored KPI performance
preferred. ? Ability to Value Added Services. ? Excellent verbal and written communication skills; with the ability to
relate well to both the customer and to all levels of the organization. ? Fluent in Korean and can communicate in Business English
Personal Trait Profile
- Customer Focus: Builds and sustains positive and collaborative
relationships with customers (internal or external, as applicable). The drive
to discover and meet the needs of customers.
- Results oriented: ability to “close” the service requirements
- Must have excellent listening skills, manages by fact and leads by
example.
- Teamwork: The ability to work collaboratively with customers,
suppliers, and fellow associates at all levels toward mutual objectives.
- Strategic thinking and tactical implementation ability.
- Fosters positive leadership: Act as enabler for larger team to
accomplish the desired results.
- Maturity, positive approach to problem solving, seasoned judgment,
good business instincts, well developed sense of personal accountability.
- Thrives in a fast paced, high demand environment.
- Continuous improvement mindset.
ENVIRONMENT:
- The work environment for this position is both office and field service
activity.
- The field service activity will take this individual into customer’s
locations and moderate physical activity (e.g. lifting/carrying of materials) occurs.
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