Please send CV as" *** 申请Service Advisor - Shanghai "to [email protected]
Service Advisor - Shanghai
PURPOSE AND OBJECTIVES
- The purpose of this position is to execute the process of
receiving a request for a remote service, tailoring it to the
characteristics of the customer, coordinating delivery
resources within a global network of service centers, gathering
feedback to drive continuous productization and improvement
for a homogeneous service portfolio.
- When overseeing this process, you interface with a virtual
organization in different locations that own individual process
steps and make sure, that information, incidents, and
deliverables flow seamlessly between those parties and hereby
ensure that a convincing customer engagement experience is
established.
- Services that need to be covered range from configuration,
testing, data migration to help desk set up, for example.
- This position is pivotal within a service orientated
environment. A key objective is to pursue every opportunity
to represent and deliver value to our customers with the aim
of achieving allocated LoB KPI's and developing solid and
sustainable customer relationships.
EDUCATION AND QUALIFICATIONS/
SKILLS AND COMPETENCIES
Mandatory Competencies
- Must enjoy working in a dynamic and fast moving
environment and able to work to adapt to process changes
associated with a new line of business
- Drive for Results - Demonstrates concern for the successful
achievement of results; works persistently to overcome
obstacles to goal achievement
- Innovator - Is innovative in their thinking, they can think
outside of the box to find new ideas and problem resolution
- Teamwork - Works collaboratively with others to achieve
results; energizes people to work together to accomplish
business results
- Business experience # to be able to relate in a business
perspective to the customer / partner requirements
Complementary Competencies
- Market Experience # experience within the SME market i.e.
understanding the market culture, requirements and
expectations
- Analytical thinking/problem solving - Works systematically
and logically to resolve problems, address opportunities or
manage the situation at hand; identifies causes, relationships
and implications
- Composure - Maintains focus and stays in control under
EXPECTATIONS AND TASKS
- Gather and interpret customer service requirements, based on
your business / industry experience define the characteristics of the
required services to be delivered. Analyze feedback and define
follow-up activities. Establish a connections to services delivered by
other units if required.
- Drive the delivery of remote services, mainly by connecting to a
virtual back office via your collaboration process knowledge and
established relationships.
- Perform strategic and operational service solution management
tasks related to remote services (service portfolio definition, service
definition, packaging, ongoing productization, pricing, business
development, etc.). This includes ownership of for national and/or
international projects.- Service package appropriateness to Market
and process efficiency are a key responsibililty. This role will be
best positioned to identify the appropriateness of existing service
packages and the productisation of new packages for the market.
In addition the efficiencies and effectiveness of our service delivery
processes. Based on the feedback you gather out of customer
engagments you identify areas for improvement and define changes
that need to be applied to the service portfolio, the packaging as
well as the services themselves.
WORK EXPERIENCE
- 2 + years servicing mid market customers
- 2 + years Project Management in an SAP environment
- 2+ years business experience
- Ideal candidate would have a good understand of Netweaver XI
- Very good communication skills
- Effectively engage with customers/heavy customer satisfaction
orientation
- Service development and service delivery, service solution
management
WHAT WE OFFER
Contract Type: Permanent
Job Location: China, Shanghai
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