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Service Excellence Manager, MY & SG

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Application start date: May 9, 2022

Location: Klang, MY

Company: Konecranes

Country: Malaysia (MY) 
Location: Klang,  
Location details:  

At Konecranes, we believe that great customer experience is built on the people behind the Konecranes name – people committed to providing our customers with lifting equipment and services that lift their businesses. Everything we do, we do with passion and drive. 

We believe diversity drives business success and is the foundation for our growth. We welcome different backgrounds and skills that enrich our community and we promote a place where we can ALL be ourselves. This is what makes Konecranes a unique place to work.

 

One of Konecranes core competitive advantages is its highly skilled, motivated, and engaged employees. Konecranes Excellence manages the continuous improvement and development of the end-to-end Service processes.

Our three core values – trust in people, total service commitment and sustained profitability – create a joint foundation for all Konecranes employees. They are the backbone of our company and guide our decisions and priorities. Konecranes values are a part of our identity and shown in our behaviour – the values guide our leadership, operations and activities.

We are now looking for a  Manager – Service Excellence, who is passionate about working in industrial service Process Excellence function. In this role, you will be responsible for development and implementation of service processes and tools as a journey towards excellence.

Your key role:

  • Strive for commercial and operational excellence through a systematic, continuous improvement culture, based on data analytics and driven by KPA/ KPIs.
  • Ensures effective utilization of Sales CRM, Siebel field service, Siebel mobility Processes
  • Ensures process consistency through training, guidance, reviews, deep dives, best practice sharing & process audits
  • Working in collaboration with APAC and Global Service Excellence teams  
  • Testing and implementations of the new process features and tools through IT releases; support country key users in organizing successful feature deployments
  • Close networking with country stakeholders to define the business improvement ideas and with IT to translate these ideas into 1KC system and process developments

 

Competencies and skills, we expect for this role:

  • Service Sales and service operation process with excellent communication skills
  • Experience in CRM and data analytics
  • Customer (internal/external) coordination and improvement driver
  • Organized and efficient Time Management Skills
  • Aware of Konecranes, Demag, MHE-Demag Products and Processes
  • Be a change agent for Service processes

 

 

 

Konecranes is a world-leading group of Lifting Businesses™, serving a broad range of customers. We are truly a global company with 16,900 employees at 600 locations in 50 countries. For over 80 years, we have been dedicated to improving the efficiency and performance of businesses in all types of industries. We believe that sustainable growth is a result of a strong responsible performance. Konecranes is committed to ensuring that all employees and job applicants are treated fairly in an environment which is free from any form of discrimination.