Head of Global Customer Care (GCC)

We empower our people to stay resilient and relevant in a constantly changing world. We’re looking for people who are always searching for creative ways to grow and learn. People who want to make a real impact, now and in the future. Does that sound like you? Then it seems like you’d make a great addition to our vibrant international team.

You’ll make an impact by

1. Handle with local team all warranty topics as a second level support concerning our Medium Voltage switchgears and Vacuum Circuit breakers.
2. Defining with local team site activities by remote support, dispatching of technicians to customer site and on-site product training.
3. Establish and maintain a network of relevant partners and report directly to the global GCC Head.
4. Plan, execute, develop product installation and operation trainings for internal & external customers.
5. Utilize capacity of the GCC team and ensure balanced workload with respect to Health & Safety.
6. Control related KPI’s for better performance tracking and continuous improvement of products and processes to related departments.
7. Perform reporting position KPIS (Manpower Assignment, Budget, Customer Satisfaction, e.g.) to the Global GCC Management.
8. Together with the global GCC Head, ensure the implementation of QM&GCC strategy in Indonesia.
9. Follow customer satisfaction levels at the stages of training and service activities.
10. Escalate to the Quality Management in case of critical topics and report the cases to the Global GCC Head.
11. Work on continuous improvement measures on the products and services with the Operation and R&D Team.

You’d describe yourself as

1. Degree in mechanical / electrical engineering or equivalent.
2. At least 5 years of site experience – preferably leadership experience and 2-3 years of service experience.
3. Knowledge of Installation, Maintenance or repair for medium voltage switchgears and Circuit breakers.
4. English language on a professional level as well as local language.
5. Basic knowledge of Digitalization and Tools (Power BI, Artificial Intelligence).
6. Result orientation with strong analytical thinking.
7. Able to handle multiple, complex priorities and balance the needs of each according to business impact.
8. Systemic problem solver, implementing solutions to solve root cause problems.

We value your unique identity and perspective and are fully committed to providing equitable opportunities and building a workplace that reflects the diversity of society. Come bring your authentic self and create a better tomorrow with us.