Technical Services Manager - TSM for Bobst South East Asia

Job description

Technical Services Manager - TSM for Bobst South East AsiaTechnical Services Manager - TSM for Bobst South East Asia

BSA - Bobst Mex SA

Your mission

The Technical Service Manager (TSM) manages and provides strong assistance to local field service engineers. He is accountable and responsible for their training plans, helping in developing local capabilities in the Technical Service team.

The TSM coordinates and works closely with the Product Line (PL) at the HQ, to ensure a constant and accurate exchange of technical informations on the installation process for all new Sheet-fed (SF) machines.

He ensures that resources and installation planning of all new Equipment is managed efficiently. He monitors start-up machines, establishes a list of open issues and ensures they are resolved in a timely manner. He establishes a procedure for regular contact with clients and key accounts, to ensure complete satisfaction with performance and output of new Equipment.

The TSM handles multiple projects simultaneously from pre-installation meeting till end of deal fulfilment.

This position leads the effort in the South-East Asia market to manage the existing customer base, works with Manufacturing plant, Technical and Field Service Technicians, to ensure that customer needs and expectations are met on a timely basis.

SAP expert, the TSM gives strong assistance to local spare parts team (technical analysis), and helps developing local capabilities in the Technical Service team. One key aspect is maintaining technical information in a database to ensure complete information availability to respond to customer queries.

The role requires traveling within the market to visit customers, pre-installation meetings, follow-up on installation & commissioning, understanding needs and expectations. Representing the company at trade shows and Open Houses is also part of the mission.

Your responsibilities

Plan and manage direct resources, installation planning (new SF Equipment) efficiently and within allocated budgets
Manage and ensure that resources are available to accomplish the Installation & commissioning within scope, schedules, and budgets definition
Ensure NPS (Net Promoter Score) survey after Installation, commissioning, overhaul and maintenance plus
Provide best service assistance to local team and field technicians in order to help them solve open issues or machine faults. Interact with CCS, use available tools to remotely diagnose problems, provide / arrange after hours customer support when requested.
Manage and provide information to Field Technicians to ensure that they are correctly prepared prior to any critical intervention and that Technical Support is available as needed. Provide electrical training to local and regional Field Technicians when requested.
Establish, maintain and manage a “Pending Matters List” between BCC SEA and the Manufacturing Plant, in order to resolve operational ongoing issues
Assist local spare parts team for technical analysis. Give punctual and effective assistance to local Spare parts team when needed.
Following every machine installation on SEA territory, perform post Installation Survey at customers (gather feedback on the machine and all project related issues).
Ensure regular responses/feedback to customers (within objectives set and service standards)
Respond to incoming demands for technical support (from customers and field service technicians)
Review ongoing installations and ensure timely progress (as per installation planning)
Ensure that appropriate resources are utilized for installations and difficult interventions

Your Profile

Personal skills

Proactive, highly reliable and accountable;
People oriented and strong sense of service;
Team builder and player, acting with transparency and openness;
Excellent oral and written communication and presentation skills.
Adaptability, flexibility and ability to prioritize and be multi-tasks in a dynamic environment
Demonstrated leadership skills, including ability to articulate a vision and make it happen
Ability to successfully plan, organize, lead, and monitor team efforts to completion.
Ability to develop and nurture effective internal customer relationships.

Education and Experience

Bachelor’s degree in Engineering or equivalent experience
Extensive knowledge and experience in project management (operational/technical environment)
Experience in multi-cultural environment or with Asian culture
Familiar with matrix and multi-site environment
Proficient in English (and other Asian languages is an advantage)

BOBST is one of the world’s leading suppliers of equipment and services to packaging and label manufacturers in the folding carton, corrugated board and flexible materials industries. We are present in over 50 countries. With more than 125 years of success in the markets, BOBST is always at the forefront of new technology developments to best respond to its clients’ needs. Our leading position is due in particular to our capacity for innovation, the quality of our products and services, our values and the quality of our highly qualified staff.

The production site of Mex, near Lausanne in Switzerland, is also the headquarters of the Bobst Group. It is the most important site, employing approx. 1500 passionate people.
It also trains each year roughly 200 apprentices. The site offers an idyllic work environment. In the countryside and close to major highways, it is also well served by public transport. It offers many amenities, such as a corporate restaurant, sports fields, a fitness and a nursery. The facilities have been recently renovated and represent a model for sustainable development.