Head of Global Customer Care (GCC) - Jakarta
INDONESIA IT development
Job description
We empower our people to stay resilient and relevant in a constantly changing world. We’re looking for people who are always searching for
creative ways to grow and learn. People who want to make a real impact, now and in the future. Does that sound like you? Then it seems
like you’d make a great addition to our vibrant international team.
You’ll make an impact by
- Handle with local team all warranty topics as a second level support concerning our Medium Voltage switchgears and Vacuum Circuit breakers
- Defining with local team site activities by remote support, dispatching of technicians to customer site and on site product training
- Establish and maintain a network of relevant partners and report directly to the global GCC Head
- Plan, execute, develop product installation and operation trainings for internal & external customers
- Utilize capacity of the GCC team and insurance of balanced workload with always with respect to Health & Safety
- Control related KPI’s for better performance tracking and continuous improvement of products and processes to related departments
- Perform reporting position KPIS (Manpower Assignment, Budget, Customer Satisfaction, e.g.) to the Global GCC Management
- Together with the global GCC Head, ensure the implementation of QM&GCC strategy on Indonesia
- Follow customer satisfaction level at the stages of training and service activities
- Escalate to the Quality Management in case of critical topics as well reporting the cases to the Global GCC Head
- Work on continuous improvement measures on the products and services with the Operation and R&D Team
You’d describe yourself as
- Degree in mechanical / electrical engineering or equivalent
- At least 5 years of site experience – preferably leadership experience and 2-3 years of service experience
- Knowledge of Installation, Maintenance or repair for medium voltage switchgears and Circuit breakers
- English language on a professional level as well as local language
- Basic knowledge of Digitalization and Tools (Power BI, Artificial Intelligence)
- Result orientation with strong analytical thinking
- Able to handle multiple, complex priorities and balance the needs of each according to business impact.
- Systemic problem solver, implementing solutions to solve root cause problems.
We value your unique identity and perspective and are fully committed to providing equitable opportunities and building a workplace that reflects the diversity of society. Come bring your authentic self and create a better tomorrow with us.