Service Operations Leader

1 week ago

Singapur, Singapore Carrier Full time
About the Role

We are seeking a highly skilled and experienced Service Operations Leader to join our team at Carrier. As a key member of our leadership team, you will be responsible for leading a team of Country RLC Leaders to ensure the performance of on-site services for Aftermarket clients, installations, warranty, and post-warranty services.

Key Responsibilities:
  • Develop and implement operational strategies and plans that align with the company's overall objectives and goals.
  • Ensure that all operations within the region are conducted efficiently, effectively, and in compliance with company policies and procedures, as well as local laws and regulations.
  • Set objectives and guide others on execution/approach for achievement of operational results.
  • Define and review partner strategies to ensure sufficient coverage across multiple geographic locations.
  • Develop an ecosystem to support warranty and service needs of customers.
  • Manage quality issues, contact key stakeholders to resolve escalated complaints, and establish the appropriate improvement plan.
  • Review escalated issues that will impact the business and provide recommendations for solutions.
  • Maintain training and audit/assessment programs to ensure implementation and effectiveness of partner programs and delivery to end users.
  • Mentor and develop staff members to ensure they have the necessary skills and knowledge to perform their jobs effectively.
  • Ensure compliance with company EHS standards.
Requirements:
  • Minimum 10+ years of overall industrial work experience.
  • Strong knowledge of RLC Products and Business Process would be an added advantage.
  • Minimum of 5 years work experience in partner management roles of increasing responsibility, in a Regional Role.
  • Proven track record of developing a culture of performance.
  • Ability to motivate, direct, and lead effective-cum-efficient performance of field operations.
  • Thorough understanding of market dynamics, including industry trends.
  • Strong analytical skills with demonstrated ability to synthesize data from various sources in both graphic and verbal format, while easily translating them to the target audience.
  • Effective communication, negotiation skills, and customer focus.
  • Advanced skills with Microsoft, CRMs, and other sales-related platforms like Salesforce.
  • Highly organized with strong attention to detail, while managing multiple priorities.
  • Possesses strong technical/product knowledge.
  • Coaches lower-level managers to ensure operational achievements are met.
  • Finds opportunities to continuously improve the delivery model to enhance satisfaction.
Benefits:

We are committed to offering competitive benefits programs for all of our employees, and enhancing our programs when necessary.

Our Commitment to You:

Our greatest assets are the expertise, creativity, and passion of our employees. We strive to provide a great place to work that attracts, develops, and retains the best talent, promotes employee engagement, fosters teamwork, and ultimately drives innovation for the benefit of our customers.

We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback, and always challenging ourselves to do better. This is The Carrier Way.

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