General Manager - CS&Q Services

se 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

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

Schedule: Full-time
Req: 009G6G