Customer Service Director

• To maintain the top line of business. Represents the company with integrity and professionalism according to the Company's core value in the ANZ countries.
• Serves as company Product Support business manager for all parts, training and service contacts internally and externally including distribution channels, key accounts, end user customers and government bodies.
• Profit & loss responsibility to include operating, revenue, inventory and travel budgets.
• Generates parts sales and billable service hours by providing programs for on-site technical assistance, maintenance contracts and overseeing the commissioning, troubleshooting and repairing of Manitowoc products including managing warranty process. Generates training revenue via the remote training aids, local training programs and classes in Training Centers. Calls on distributors to sell upgrades/modernizations, service inspections, etc.
• Implements training programs for distributors in the commissioning & repair of all new products.
• Oversees the Product Support team to analyze and troubleshoot crane problems when beyond the scope of the local team / distributor or customer.
• Consults & submits management reports on a regular basis to include review of weekly order intake & billing, monthly summary, business plan objectives, results against business plan, inventory management, variances to budget, management of product warranty, etc.
• Coordinates and interact with MCG colleagues on ANZ safety processes and on matters pertaining to best practice, local/MCG compliance. Investigates accidents involving company products and file report as required, implement safety changes.
• Plans & coordinates activities concerned with investigating and resolving customer reports of technical problems and eliminate future operational or service difficulties.
• Analyzes reports of technical problems to determine trends affecting future design, production, service and maintenance processes and recommends modifications to eliminate future problems.
• Develops strong working relationship with country sales managers.
• Other duties assigned.

Job Requirement

• Engineering Degree and minimum 10 years' experience. An engineer by qualification is desirable.
• Proven track record in managing a Parts and Service Operation dealing in Lifting equipment with profit responsibilities as per the plan.
• Strategic, analytical and business mindset with good human relationship skills.
• Possess solid sales and marketing experience within depth knowledge of the business, products, customers, competitions and the deliverable,
• Service orientated to achieve excellent customer satisfaction and enhanced customer value proposition.
• Sound knowledge in trouble shooting cranes or heavy equipment in mechanical and hydraulic/electronic circuitries is an added advantage.
• Team player, able to lead and coach his staff and willing to travel extensively to remote areas.