General Manager - CS&Q Services

Service Customer Experience and Quality leader

He/She acts with the following priorities:

• Be the voice of the customer in every step of the Services Business cycle
• Drive Complaint Management: Business Risk Escalation, Offer Safety Incidents, Customer Major Issue
• Lead Continuous improvement transformation

Essential Responsibilities:

• Represent the voice of customer and drive the customer centricity within the Services
• Leads CSQ project / initiative for his/her ZONE/Cluster.
• Interact regularly with customers to better understand their expectations, concerns and secure implementation of action and close the loop with customer with a measurement his satisfaction
• Influence the decision process of his/her entity to always take into account the voice of the customers
• Care for VIP as Global Strategic Account located in their Zone
• Run CS&Q related processes (Issue to Prevention, Customer Satisfaction & Loyalty Development)
• Alert the management on issues. Take decision having an impact on customer satisfaction (Safety Alert, Business Risk, FSB etc.)
• Drive the Quality Strategy of their entity in accordance with the Global Quality Strategy
• Challenge the involved entities to improve customer satisfaction and achieve quality goals
• Drive the relevant quality programs and methods (8D, Lean 6 sigma, etc.) to ensure continuous improvement
• Consolidate all Non-Quality Costs and drive improvement actions
• Network continuously with Global CS&Q team to ensure Zone needs are understood and considered

Main interactions:

Service VP, Sales, Customers, Back Office Coordinators, Service Representative & Sub Contractors, Country Quality Team, H&S, Global Services, Global CSQ Teams

Candidate profile: PERSONAL COMPETENCIES

• Leadership skills to maintain a diverse team engaged and focused on the project objectives
• Ability to execute on challenging time constraints, prioritize, and manage indirect resources in a matrix organization
• Ability to get things done through influence, breaking resistance to change
• Ability to collaborate across multiple businesses, geographies, and functions. Collaboration skills is a much-needed skill for this role.
• Strong business acumen, focused on results
• Excellent communication skills
• Process oriented
• Customer Oriented mindset

Qualifications - External

Candidate profile: QUALIFICATIONS AND EXPERIENCE

• Education: Graduate degree / Masters
• Green Belt or Black Belt trained
• Background in Quality & Customer Satisfaction with a strong knowledge of customer experience & Support business
• 10 to 15 years’ experience in Sales/Marketing/Quality/ Services
• Strong influence skills with global mindset
• Multicultural skills
• Fluent in English, both spoken and written
• Innovative Thinking