Regional Service Manager

2 weeks ago

Singapore JCB SALES ASIA PACIFIC PTE LTD Full time

**Key Responsibilities:
- Build a trusting working relationship with key dealers and identify areas where dealer service improvements are required.
- Implement dealer development activities to enhance customer satisfaction and profitable growth, leading to improved service absorption via robust processes.
- Conduct regular field visits to ensure service capability of the dealer network is sufficient to meet the needs of growing customer base and expanded product range.
- Ensure adequate time is spent with regional dealer depots to measure performance, appraise against dealer standards, facilitate improvements, and develop the services being delivered to equipment end-users.
- Implement and monitor dealer KPIs associated with service activities.
- Provide technical assistance, support and guidance to the company’s dealer network to ensure prompt and correct diagnosis of service concerns.
- Analyse, understand and clearly communication technical issues to the company’s production facilities, and manage the regional product problem resolution process.

**Key Skills & Experience:
- Degree in Engineering or related field preferred.
- Experienced in dealer development and/or technical service support of heavy equipment.
- Knowledge of dealer financial business needs for a profitable aftermarket department, including experience with support and guidance for identified improvements or growth needs.
- Has an understanding of customer relationship management and retention with regards to service activities within a dealership.
- Good technical knowledge of hydraulic and electrical systems on construction equipment.
- Experience with failure analysis and warranty data to prioritise product concerns.
- Able to write concise technical reports to effectively communicate concerns and resolutions both internally and externally.
- Good written and verbal English language skills are essential; other languages are a plus.
- An outgoing and positive approach with the ability to communicate effectively at all business levels, both internally and with dealers and customers.
- Capable of working individually, and within internal and external teams as well.
- Energetic, proactive and accountable, with the ability to work under pressure.
- Ability and desire to travel regularly throughout Southeast Asia, sometimes on short notice.

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