Service Head of COPC GCR

Summary

COPC(Customer Operations Centre) plays a key pillar of Bühlers global service strategy, is the central place to support our customers with joint knowledge, latest tools and more proactive digital services. 

Job Responsibilities

• Develop a step-by-step roadmap to build up the capabilities for various use cases (e.g. RemoteCare (24/7), Connectivity & Digital service delivery, etc.) aligned with regional and global service strategies.
• Build-up, manage and develop the organization, implement processes and tools (e.g. service cloud ticketing) for the COPC business cases operations.
• Be a key member of the global COPC Initiative to shape and implement global standards, processes and tools.
• Own the COPC China business case, including budget, cost responsibility and profitability.
• Work and interface closely with existing operations teams of different functions in CS, Sales and PE (e.g. automation, field service, parts operation, and service workshops.)
• Support customers across all disciplines (automation, mechanical, digital etc.) and ensure a seamless customer experience by coordinating appropriate escalation per Business Unit.
• Build and sustain a high knowledge level, continuously enriching it in line with development roadmaps and regional CS business plan.
• Maintain close contact with customers and Customer Relationship Managers to ensure a seamless experience, coordinate escalation, and identify new business opportunities.
• Provide timely feedback to the businesses to improve the service product offering and digital solutions.
• Implement security training to use all the communication tools according to the valid regulations.

Qualifications

• Bachelor’s degree or above, major in Engineering, STEM, or related disciplines.

• Solid experience in project management, customer service business, or automation engineering.

• Good exposure to customer operations or maintenance personnel, with a strong understanding of customer needs and service operations.

• Proven people leadership experience, with strong passion for service business and people development.

• International working experience is preferred.

• Effective and convincing communication skills, both verbally and in writing.

• Fluent in English; additional languages are a plus.

• Strong project management skills, with basic knowledge of financial planning.

• Strong interest in digital solutions and service innovation.

• Demonstrated capability to communicate in a matrix organization across multiple businesses and industries on a regional scale.

• Strong problem-solving skills, with proven track record to lead the organization under pressure.

• Customer-focused, with entrepreneurial thinking and strong business ownership.

• Hands-on and pragmatic, with strong execution and delivery mindset and proven track record.

• Excellent stakeholder manager, able to manage different perspectives and drive alignment.

• Fast learner with strong interpersonal skills.

• Able to synthesize complex topics, motivate people, and inspire teams.

• Comfortable with agile working methods, agile organizations and agile teams.