SW CS Manager,Japan

Leading SW Customer Service team to provide world-class customer service for all our hardware and software products. Responsible for the formulation, establishment & delivery of full spectrum of Customer services to ensure customer satisfaction levels are met in line with market requirements & corporate & regional objectives. Expect to change team from customer support to ensuring customer experience. Expect proactively visit and communicate with customers for good relationships.

Main responsibilities (key activities):

• Manage SW deployment, trainings, subscription and licensing issues to ensure these are handled in a professional and timely manner
• Follow up on open issues which arise during installations or trainings, with an eye to cost-effectiveness

• Ensure all service calls are logged, updated and followed up and closed in a timely manner
• Monitor the billings and collections for non MC customers

• Manage engineers’ schedules & ensure optimum & efficient deployment of engineering resources. Manage idle time of SW CS team
• Improve year-on-year service revenue through coordinated maintenance programmes with the objective of increasing the number of SW Support contracts. Effectively promote the concept of Support Contracts to existing customers
• Ensure upgrades, renewals, etc. are effectively managed and new software releases/upgrades are rolled out to customers in accordance with signed support programmes
• Be the bridge between the Japan and Corporate global support teams in resolving technical & other support issues
• Ensure service data, such as entering intervention reports and problem log entries into in-house automated systems are updated in a timely and accurate manner so that meaningful management reports can be extracted & analysed
• Track and monitor services rendered to ensure consistently high customer satisfaction levels are achieved and maintained
• Take initiative to recommend solutions to existing problems or pre-empt issues that could possibly be avoided
• Build a cohesive SW CS team and ensure internal and external issues are expeditiously attended to. Manage conflict resolution issues between SW CS team and other departments
• Set teams' objectives and guide them in meeting personal performance objectives & other training and developmental issues
• Stimulates & motivates direct reports and employees to attain performance goals & job satisfaction
• Ability to create a culture of continuous learning, strong work ethics culture, with respect for healthy work life balance
• Learn and apply the VES(Veralto Enterprise System) fundamentals including daily visual management, problem solving, standard work, value stream mapping, transactional process improvement and others.

Other tasks:

• Must participate at office in planning meeting (GMT) weekly
• Liaise with the Customer Operations to handle per call request, spare / consumable order request
• Communicate with customers for various service activities
• Prepare monthly reports - Intervention per employee and problem log overview for the region; write summary of activities for the month identifying extended interventions and investigate the reasons behind it; take necessary action for future prevention

Competencies (personal qualifications):

•  All of the above
• Excellent strategic thinking, analytical & negotiation skills to resolve problems at strategic & operational levels
• Proven management, leadership & change management skills
• Good communication and presentation capabilities, with ability to diplomatically manage various channels of communication across multiple hierarchies internally and externally
• Experience with reporting into matrix structures within MNC(multinational companies) environment
• Good EQ & people management skills
• Prepared for frequent travel within Japan to meet customers

Competencies (personal qualifications):

•  All of the above
• Excellent strategic thinking, analytical & negotiation skills to resolve problems at strategic & operational levels
• Proven management, leadership & change management skills
• Good communication and presentation capabilities, with ability to diplomatically manage various channels of communication across multiple hierarchies internally and externally
• Experience with reporting into matrix structures within MNC(multinational companies) environment
• Good EQ & people management skills
• Prepared for frequent travel within Japan to meet customers

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