全职 Sr. Service Account Engineer 工作, 薪水, Xylem Southwest (Singapore) 公司招聘中 - Ricebowl

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.

Job Summary:
The Sr. Service Engineer is responsible for managing the overall service support activities within the organization. This role involves leading subcontractors, developing and implementing service procedures, and ensuring compliance with industry standards and regulations. The Sr. Service Engineer conducts regular audits, reviews support data, and collaborates with other departments to address service issues and drive continuous improvement. Key responsibilities include managing support documentation, providing training and development opportunities for staff, and reporting on support performance to senior management. Service with a mindset to improve customer lifecycle experience with focus on Aftermarket spare parts and replacement pumps. Responsible for managing and profitability of assigned customer account from inquiry to quotation to diagnosis to service completion to billing completion.

Responsibilities:

• Monitor and improve customer satisfaction ratings.
• Handle difficult or complex customer issues.
• Implement strategies to improve customer retention and loyalty.
• Communicate with customers to gather feedback and suggestions for improvement.

• Analyze and identify areas for improvement in the technical solutions.
• Develop and implement new processes and procedures.
• Regularly review and update existing processes to improve efficiency and effectiveness.
• Collaborate with other departments to streamline processes and systems.
• Monitor and analyze data to identify trends and make data driven decisions.

• Maintain open and effective communication with team members and other departments.
• Provide regular updates and reports to management on team performance and customer satisfaction.
• Communicate any changes or updates in processes or systems to the team.
• Address any customer concerns or complaints in a timely and professional manner.

• Develop and manage the service budget.
• Monitor and track expenses to ensure budget compliance.
• Make recommendations for cost saving measures without sacrificing quality of service.
• Negotiate contracts and agreements with vendors and service providers.

• Utilize data and metrics to analyze team and individual performance.
• Identify areas of improvement and implement strategies to address them.
• Regularly review and adjust performance goals and objectives.
• Conduct performance evaluations and provide feedback to team members.

Qualifications:

• A bachelor’s degree in Mechanical/Electrical Engineering or a related field that provides exposure to fundamental theories, principles, and concepts.

• Minimum of 4 years experience, with at least 1 year experience as a people manager.

• Lifecycle experience with a focus on Aftermarket spare parts and replacement pumps preferred.

• Class 3 Driving Licence required.

• Strong troubleshooting capability.

• Ability to oversee work in industrial maintenance and service environments.

• Capacity to manage complexity while coordinating external partners .

• In-depth understanding of inventory management principles and practices.

• Experience with developing and implementing inventory management policies and procedures.

• Excellent organizational and time management skills.

• Strong analytical and problem-solving abilities.

• Effective communication and interpersonal skills.

• Proficiency in inventory management software and systems.

Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.