Customer Service Manager

The opportunity

Hitachi Energy Transformer Business Unit in Greater China operates across 55 cities, employs over 1,900 staff, and manages 5 transformer manufacturing plants. More than 90% of its sales come from locally manufactured products. We offer a comprehensive portfolio of Transformers Products, Solutions and Services. Transformers are essential in all electricity-related fields and applications, including power generation, transmission and distribution, oil, chemical and gas, industrial manufacturing, semiconductor and data centers, as well as building and transportation sectors.

Nearly half of our white-collar workforce comprises employees in engineering and scientific fields. Internally, we have targeted talent development programs for employees at different stages of their career development to build skills and competencies, foster training, support people to own career development, scale up organization for growth and execution.

How you'll make an impact

1. You will responsible for the formation, daily management, work assignment and performance appraisal of the after-sales service team, formulate and optimize after-sales service processes, standard operating procedures and management systems and cultivate team members' technical capabilities and service awareness, and organize internal training and skill certification.

2. You will overall manage the on-site installation, commissioning, acceptance and technical guidance of transformers, lead or coordinate the handling of major and complex on-site faults, organize technical teams for consultation, formulate solutions and supervise implementation, and be responsible for the safety, quality, progress and cost of on-site service projects.

3. You will act as the contact window for high-end technical issues, handle customers' technical consultations and complaints, and provide professional and timely solutions, regularly visit key customers, organize customer technical exchange meetings and training sessions to deepen customer relationships and collect and analyze customer satisfaction feedback to continuously improve service quality.

4. You will establish an after-sales service information system to file, statistics and analyze all service reports and fault cases, systematically feed back typical on-site fault modes, common quality issues and customer improvement suggestions to design, process and quality departments and participate in new product design reviews and put forward maintainability and reliability suggestions from the perspective of after-sales service.

5. You will formulate after-sales service spare parts strategies, manage and optimize spare parts inventory to ensure timely supply of key spare parts, manage special tools, instruments and equipment for after-sales service and control the after-sales service budget and costs.

6. You will participate in the formulation and review of various after-sales service agreements (such as warranty agreements, maintenance contracts, etc.) and provide necessary after-sales technical support for the sales department and assist in completing project bids.

7. You will be responsible to ensure compliance with applicable external and internal regulations, procedures, and guidelines.

8. Living Hitachi Energy's core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

Your background

1. You hold a bachelor's degree or above, Electrical Engineering, High Voltage and Insulation Technology, Mechatronics, Power System and related majors.

2. Required with more than 5 years of work experience in the transformer industry, solid experience in transformer design, process, quality, after-sales service and related fields, with a deep understanding of transformer technical principles, manufacturing processes and quality control points. More than 2 years of team management or project management experience, with the ability to lead, motivate and develop teams.

3. Proficient in the structure, principle, key parameters and test standards of various transformers, able to independently conduct complex fault diagnosis and analysis and propose radical solutions.

4. Able to efficiently manage teams and multi-party resources and make decisions under pressure and possess excellent cross-departmental communication and coordination capabilities, and effectively promote design, production, quality and other departments to solve fundamental problems.

5. Have the ability to communicate effectively with senior management and technical personnel of customers (especially high-end customers such as power grids and large industrial enterprises) and able to handle customer complaints and emergency incidents calmly and professionally to maintain the company's image.

6. Possess a strong sense of responsibility and service awareness, and be result-oriented, able to summarize rules from customer complaints collected on-site, predict potential risks and propose preventive improvement measures.