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Service & Support Manager
服务与支持经理

Business Operations
业务运营部
Job Responsibility:
工作职责:
Service & Support to Customer Needs 为客户需求提供服务与支持
Weight 权重
70%
> Plan proper support during the delivery, installation, test, certification, warranty periods and the entire lifecycle of the product. Normally receives little instructions on day-to-day work, general instructions on new assignments. Participates in determining objectives of assignment. Plans schedules and arranges group activities in accomplishing objectives. Cadences and generates reports for the different product sites and reviews his employee work upon completion.
计划和支持ACCEL产品在客户端的交付、安装、测试与取得官方认证;通常情况下在每日的工作只会获得少量的工作指导,需要能够准确获得工作目标与任务,参与相关工作并制定相关计划。其工作主要是通过结果进行评估。

> Drive proactive initiatives to improve customer satisfaction and ACCEL resolution response times.
主动地、及时地应对客户的需求以提高客户满意度。

> Trains FSEs on how to interpret customers’ needs and clarify if the responsibility for problem resolution falls under sales personnel, customer support reps, or engineers and works with appropriate department to resolve the customer need.
培训现场服务工程师,使其理解与说明客户需求,分清相关问题的职责归属于销售人员、客户支持人员、工程人员,并能够与相关部门进行协作以解决客户需求。

> Provide guidelines and process to the FSE team to provide technical support and training to customer technicians. If needed, provides customer support by diagnosing, troubleshooting, repairing and debugging ACCEL delivered products including but not limited to ACCEL Full Flight Simulators.
为服务工程人员如何为客户的技术人员提供技术支持和培训制定指南和相关流程。根据实际情况需要通过提供问题剖析、问题解决以及不局限于ACCEL模拟机等设备修理与调试来进行客户支持工作。

> Conducts technical analysis/test of product implementations, modifications and enhancements to product in accordance with specific customer specifications and implementations and generates recommendations or processes accordingly.
针对于客户的特殊需求对产品的实施、修理以及升级进行技术性分析和测试,并提出针对性改进和优化意见与建议。

> Identifies technical problems and issues, recommends technical solution in accordance with product and customer specifications, and recommends actions to company or customer representatives to coordinate product solution.
甄别技术问题和障碍,提供技术性解决方案,并提供实施方案至客户或者ACCEL公司来配合解决相关问题。

> Establish all relevant policies related to customer support unit.
制定客户服务相关的各项流程和政策。

> Provide user applications, engineering support and recommendations for new and existing equipment with regard to installation, upgrades and product improvement.
提供用户应用和工程的支持工作,负责为新老设备在安装、升级和性能提升方面提供意见。

> Reports design, reliability and maintenance problems or bugs to design engineering/software engineering by raising discrepancy reports.
为产品稳定性、维修问题、工程软件的技术障碍等方面设计和提交相关报告。

> Maintain working knowledge of ACCEL products by periodically interacting with the engineering and operations team during Hardware to Software Integration and testing activities providing recommendations based on the FSE department feedback.
在软硬件整合与测试阶段与工程部门和运营部门进行协作以学习和维护ACCEL产品的相关知识。

People Management 员工管理
Weight 权重
30%
> Lead and Manage the field service team in ACCEL as required;
建立、带领和管理ACCEL的现场服务团队。

> Manage the functional Performance Management; Select, develop and evaluate personnel in order to meet the talent management mindset;
管理本团队的工作表现;甄选、培训和评估团队成员以保证人才管理的有效进行。

> Responsible for competency building and personal development of the teams, coaches and mentors individual members;
负责团队成员的带领与培养,以提升其个人能力和职业技能。

> Responsible for the planning, implementation and realization of operational activities in the teams and responsible for the quality of the team’s output;
负责团队各项工作的计划、实施和落地,以确保团队的高效产出。

> Facilitate communication between FSE and ACCEL teams, such as engineering, procurement, service, operations or business as needed;
促进现场服务团队与ACCEL的信息交流,包括但不局限于工程团队、服务团队、运营团队以及业务团队。

Job Skills and Attributes:
工作技能:
Technical Skill:
技术能力-具有优秀的技术背景,在模拟系统环境里具有丰富的客户支持经验,能够阅读和理解电气原理图和机械设计图纸
> Strong technical background with drive towards collaboration and solutions; proven technical supporting skill in simulation related environment. Ability to read and understand electrical diagrams and mechanical designs;
Product Knowledge/Features/Benefits:
产品知识 - 良好的学习能总结能力,能够帮助客户良好的使用公司的产品,以及帮助客户意识到公司产品的优秀性能
> Describes for customers the proper use of company products, as well as the benefits of their use. Good skills in learning and summarizing to generate relevant policies or procedures;
Customer Focus:
聚焦客户 - 能够了解内外部客户的需求,并通过积极承担工作责任来解决各类问题,通过提升产品性能和服务水平来满足客户需求
> Knows the need of internal/external customers and strives to meet those needs by taking personal responsibility to resolve problems and improve products and services;
Driving for Result:
结果导向 - 全力以赴推进任务的进展并为结果负责,能够迅速实施且聚焦于公司最优先且重要的项目上,能够做出艰难的决定并承担结果
> Drives hard and takes charge to produce results; Operates with speed and focuses on things that are most important and willing to make tough decisions;
Build high performance team:
组建高效团队 - 建立充满挑战的目标并能够使团队成员为之负责,创造条件和环境来使员工能够充满干劲,信守承诺并自由分享他们的想法,与其他部门之间能够保持良好融洽的合作关系
> set challenging goals and holds people accountable, create conditions where people are motivated an openly sharing their ideas and network well with other functions;
Interpersonal skill:
人际交往能力 - 展现出积极的态度和对项目的信心,是一个善于团队合作的伙伴,能够有效处理问题甚至处理冲突,能够建设性的阐述自我观点
> display a positive attitude and projects confidence, being a team player and handles problems and conflict effectively, speaks up for own point of view in a constructive manner;
Leading and Managing changes:
带领与管理变革 - 在提高业务和创造创新性环境的过程中,充当“催化剂”的作用
> act as a catalyst of change to improve the business and creates an environment where change is accepted.
Basic Qualification:
职位基本要求:
> Master degree with engineering background
工程类硕士以上学历

> 10 years’ experience in Aviation industry, with direct simulator maintenance and installation experience
10 年以上航空业工作经验,具有模拟机维护和支持的经验优先

> In-depth understanding of simulation products is highly preferred
对模拟机产品具有深度了解的优先考虑

> Holds PMP certificate is a preferred
具备项目管理资格证优先考虑

> Excellent English communication skill
出色的英文表达能力