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Yokogawa

Service Support Supervisor

LocationShanghai
Typefull-time
Company size10,000+ people
First seen1w ago
Last seen3d ago
Not just a job, but a career
Yokogawa, award winner for ‘Best Asset Monitoring Technology’ and ‘Best Digital Twin Technology’ at the HP Awards, is a leading provider of industrial automation, test and measurement, information systems and industrial services in several industries.
Our aim is to shape a better future for our planet through supporting the energy transition, (bio)technology, artificial intelligence, industrial cybersecurity, etc. We are committed to the United Nations sustainable development goals by utilizing our ability to measure and connect.
About the Team
Our 18,000 employees work in over 60 countries with one corporate mission, to “co-innovate tomorrow”. We are looking for dynamic colleagues who share our passion for technology and care for our planet. In return, we offer you great career opportunities to grow yourself in a truly global culture where respect, value creation, collaboration, integrity, and gratitude are highly valued and exhibited in everything we do.
RESPONSIBILITIES
◆ Product/Service Information
Provide advanced product/service information and respond to complex customer questions about the product/service.
◆ Customer Order Processing
Record and process custom/special orders that may require additional resources for delivery and coordinating with those teams as required.
◆ Resolving Customer Issues
Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.
◆ Customer Relationship Development / Prospecting
Develop and implement a customer contact plan to communicate product launches and engage the potential customers in relevant sales campaigns to build new relationships. Act as first point of contact for customer queries and complaints and resolve these, referring complex issues to others and ensuring that the customer receives an appropriate response.
◆ Customer Relationship Management (CRM) Data
Monitor team members’ use of the customer relationship management system, identifying and resolving standard issues and escalating these to a senior manager as appropriate.
◆ Customer Needs Clarification
Set clear objectives for each sales call or meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer’s level of interest and to identify and respond to areas requiring further information or explanation.
◆ Renewals
Help drive customer renewals through exceptional service, supporting the sales teams as required.
◆ Operational Compliance
Identify, within the team, instances of non-compliance with the organization’s policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.
◆ Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Behavioral Competencies
◆ Customer Focus
Builds strong customer relationships and delivers customer-centric solutions. For example, keeps in contact with customers to ensure problems are resolved, or to improve customer service. Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas.
◆ Manages Complexity
Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, looks at complex issues from multiple angles; explores issues to uncover underlying issues and root causes; sees the main consequences and implications of different options.
◆ Collaborates
Builds partnerships and works collaboratively with others to meet shared objectives. For example, readily involves others to accomplish goals; stays in touch and shares information; discourages “us versus them” thinking; shows appreciation for others’ ideas and input.
Skills
◆ Customer-Focused Approach
Works without supervision and provides technical guidance when required to orient the seller’s organization around delivering to the key needs of their customers.
◆ Leverages Digital Communications with Customers
Works with full competence to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. Typically works without supervision and may provide technical guidance.
◆ Masters Service Conversations
Works with full competence to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works without supervision and may provide technical guidance.
◆ Navigates Customer Challenges
Works with full competence to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works without supervision and may provide technical guidance.
◆ Strengthens Customer Connections
Works with full competence to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works without supervision and may provide technical guidance.
◆ Builds Customer Loyalty
Works with full competence to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization’s ability. Typically works without supervision and may provide technical guidance.
◆ In-Depth Questioning
Works without supervision and provides technical guidance when required to explore the depth and breadth of a problem, draw out the implications of not changing, and help clients self-discover and articulate the value of a solution.
◆ Initiates Compelling Sales Conversations
Works without supervision and provides technical guidance when required to propose a mutually agreed-upon agenda to start sales conversations that offer value to the client.
◆ Service Into Sales
Works with full competence to recognize sales opportunities during service interactions to enhance overall customer service. Typically works without supervision and may provide technical guidance.
◆ Builds Rapport
Works without supervision and provides technical guidance when required to quickly and effectively establish trust within the buying centers in the client’s organization.
◆ Knows the Buying Influences
Works without supervision and provides technical guidance when required to accurately identify and understand the key buying influences pertaining to an opportunity.
◆ Manages Buyer Indifference
Works without supervision and provides technical guidance when required to acknowledge and ask questions to understand the circumstances surrounding client indifference.
◆ Understands Issues/Motivations
Works without supervision and provides technical guidance when required to quickly identify and accurately articulate why a client does or does not want a change based on their business objectives and challenges.
Education
Short-Cycle Tertiary Education
General Experience
Experienced practitioner able to work unsupervised (13 months to 3 years)
Managerial Experience
Basic experience of coordinating the work of others (4 to 6 months)
Legal
Yokogawa is an Equal Opportunity Employer. Yokogawa wants a diverse, equitable and inclusive culture. We will actively recruit, develop, and promote people from a variety of backgrounds who differ in terms of experience, knowledge, thinking styles, perspective, cultural background, and socioeconomic status. We will not discriminate based on race, skin color, age, sex, gender identity and expression, sexual orientation, religion, belief, political opinion, nationality, ethnicity, place of origin, disability, family relations or any other circumstances. Yokogawa values differences and enables everyone to belong, contribute, succeed, and demonstrate their full potential.
Hiring process
Are you being referred to one of our roles? If so, ask your connection at Yokogawa
about our Employee Referral process!
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