Who you are:
The Digital Service Product Manager supports the Remote Services and Proactive Monitoring of connected equipment. This role works closely with the Service Sales team and Service Operation team to understand customer needs and ensure the delivery of digital services aligns with global guidelines and customer demands.
About the job:
·02020202020202 Establish routines for proactive monitoring of data trends, leveraging insights to develop action plans to prevent equipment downtime and maintain connectivity agreements.
·02020202020202 Work with the marketing team to promote digital services, enhancing their visibility using social media, forums, fairs, internal transformation workshops and customer visits.
·02020202020202 Monitor, track, and improve leads generated from digital interventions, as well as customer satisfaction during digital services, ensuring continuous improvement.
·02020202020202 Collaborate with central/local colleagues and other digital solution centers to further develop the digital service infrastructure including IoT and digital service tool.
·02020202020202 Collect feedback to discuss with team managers, share individual competencies needs, and address basic performance issues within the execution team. Coordinators also ensure team members in remote areas receive effective support and provide positive feedback to promote the execution team.
·02020202020202 Ensure the team is equipped with the necessary tools and technology to perform their duties effectively.
·02020202020202 Prepare budget proposals for digital services, collaborate with the sales team to secure orders, and support team members in navigating escalations or tools required for an excellent digital service delivery.
·02020202020202 Drive internal change workshops to communicate the strategic direction of digital service infrastructure, fostering alignment and understanding within the organization (Local or cluster level), based on global digital service guidelines.
·02020202020202 Promote a strong Health, and Safety culture during digital service calls, manage basic performance issues within the execution team, and ensure appropriate skill sets among team members (especially the temporal or shifting members).
·02020202020202 Monitor the quality during digital service calls, suggesting options to continue addressing complex issues by critical thinking, networking, and influencing the execution team to accomplish excellent customer experience.
·02020202020202 Escalate the digital service calls that are not successful using their teamwork with the Field Service team or networking with cluster peers and other digital solution centers.
·02020202020202 Prepare invoicing documentation to finalize the digital service request using the existing financial programs or ERP and future service management systems.
What you know:
Academic background: Engineering degree in mechanics, mechatronics, electronic, chemical or industrial areas.
Previous experience: minimum 5 years working in an industrial sector managing internal transformation projects or industrial projects, strong understanding of process resolution and process improvement.
Solid digital transformation project management with proven commercialization record
Familiar with diversified digital product business models, like B2B/B2C,O2O, WeChat mini programs, APPs, end-to-end
Customer Service, Networking and influencing.
High level of creativity, initiative, results orientation and motivation
Ability to learn and work independently
High level of technical understanding
Ability to work under high pressure
Ability to solve complex problems and think analytically
Strong collaboration skills
Local language, English advanced.
Specific technical knowledge: Lean Six Sigma certificate, troubleshooting and management of technical documentation.