Service Director

Service Operations Management

• Comprehensively responsible for the construction and operation management of the company's after-sales service system;
• Develop and implement annual operating goals, budgets and workplans for the service sector;
• Establish and optimize service procedures, standard operating procedures (SOP) and management system;
• Overseeing the operation of the various regional service centers to enhance the overall service efficiency and quality.

After-sales service management

• Be responsible for the integrated management of equipment installation, commissioning, repair, maintenance and technical support work;
• Establish equipment failure analysis and prevention mechanisms to improve equipment attendance and customer satisfaction;
• Oversees the handling of major failures and customer complaints and promotes closed-loop management of issues;
• Promote the digital construction of services and improve the management of services.

Accessories and maintenance management

• Planning and managing spare parts inventory and improving the timeliness of spare parts supply;
• Controlling service costs and maintenance costs and improving spare parts turnover;
• Oversees maintenance quality management and ensures that maintenance operations conform to the manufacturer's standards;
• Drive revenue growth from repair operations and accessories sales.

Customer Relationship Management

• Establish a customer service management system to improve customer satisfaction and customer loyalty;
• Visit key clients on a regular basis to understand their needs and promote the implementation of improvements;
• Responsible for the coordinated handling of major customer complaints and service disputes;
• Establish customer service records and service evaluation mechanisms.

Service network construction

• Planning and building a national service network;
• Promote service network coverage and optimize the allocation of service resources;
• Establish a system for the management and evaluation of service providers;
• Improve service responsiveness and regional service capacity.

Team Building and Talent Development

• Responsible for the organizational construction of the service team and the development of the talent pipeline;
• Establish a performance appraisal system for service personnel;
• Organizing technical and managerial training to enhance team professional capabilities;
• Build an efficient and professional service management team.

Operational Analysis and Risk Control

• Responsible for the analysis and improvement of operational data of service businesses;
• Monitor service costs, maintenance costs and operational risks;
• Develop and implement cost reduction and efficiency programmed;
• Report regularly to management on service operations and improvements.

Education

Bachelor’s degree or higher. Preference will be given to candidates with degrees in mechanical engineering, vehicle engineering, mechatronics, construction machinery, and business administration.

Work experience

• More than 10 years of experience in managing services within the construction machinery industry.
• At least 5 years of experience in managing a service department or serving as a service director.
• Familiarity with construction machinery such as excavators, loaders, rollers, and graders.
• Prior experience in industries such as Sanyi, XCMG, Liu gong, Caterpillar, Komatsu, Hitachi Construction Machinery, and Volvo Construction Machinery is a plus.

Professional competence

• Familiarity with after-sales service systems and operational management for construction machinery.
• Proficient in maintenance management, spare parts management, and service network development.
• Possesses strong managerial and team leadership skills.
• Possesses excellent customer relationship management and problem-solving skills.
• Possesses strong analytical skills and the ability to make sound business decisions.