Customer Enablement Leader, Greater China
Customer Service
Shanghai, China
Customer Enablement Leader, Greater China
| Job ID | REQ-058343 |
| Location | Shanghai, Shanghai Municipality |
| Job Type | Regular |
The Customer Enablement Leader directs the coordination of technical and administrative support activities including installation, repair, preventive maintenance and engineering change upgrades to be performed at client sites. Ensures adequate records and systems are maintained. Schedules personnel responding to critical situations. Maintains communication with design management and specialists in resolving technical problems and/or bringing problems to the design department’s attention. Selects, develops and evaluates personnel to ensure the efficient operation of the function.
Responsibilities:
Develop and execute annual business plans for Greater China CE, take full accountability for regional revenue, profit and gross margin, and manage department budget and cost control.
Oversee CE businesses, ranging from field service delivery to contract and consumables sales.
Establish localized KPI system, handle key customer complaints and critical negotiations, and build closed-loop business collaboration with cross-functional teams.
Directly lead field service leaders, service contract sales leader and consumables sales leader, motivate and drive CE team to its best performance.
Collaborate with HR to implement localized performance appraisal and incentive systems based on global policies for maintenance and sales teams.
Build talent pipeline and tiered training system, oversee full lifecycle talent management, and cooperate with HR on manpower planning and personnel assessment.
Review business data regularly, identify operational bottlenecks, and optimize after-sales, service contract and consumables channel processes to improve overall efficiency and profitability.
Align with global service standards, unify customer delivery specifications across Greater China to realize standardized regional operation.
Qualifications:
Bachelor’s degree or above with senior management experience in MNCs. Life science & laboratory analytical instrument industry preferred.
10+ years comprehensive management experience, relevant industry experience preferred; fluent business English for overseas communication and reporting.
Executive strategic thinking, proficient in P&L management and capable of delivering and exceeding business targets.
Experienced in large cross-functional team management, talent development and cross-department collaboration.
Strong global-local integration capability to adapt global policies to China market demands.
Result-oriented, resilient under pressure, with excellent data analysis, overall planning, communication and change management capabilities.