Service Operations Leader, Residential Light Commercial (SEA)

Country:

Singapore

Location:

#08-01/02, Perennial Business City, 1 Venture Avenue, Singapore 608521

Build a career with confidence

Carrier Global Corporation, global leader in intelligent climate and energy solutions is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do.

About the role

Reporting to the Service Director of South Asia Pacific Field Service & Aftermarket, SEA RLC Leader, Leads a team of Country RLC Leaders to ensure performance of on-site services for Aftermarket clients, installations, warranty, and post warranty services up to customer satisfaction.  The successful candidate will have responsibility for ensuring that the business is well coordinated and productive by designing and managing policies and procedures, overseeing customer service, and implementing technology solutions.  The goal is to safeguard and augment the efficiency of the company’s operations to facilitate accelerating development and long-term success.

The role could be based in other locations within South Asia Pacific (SAP) region and will require 30 to 50% travel.

Key Responsibilities:

As a RLC Leader, Southeast Asia (SEA), you’ll be responsible for:

• Own the execution of long-term strategy (e.g., more than 3 years) and operational direction, typically for the entire region
• Develop and implement operational strategies and plans that align with the company's overall objectives and goals.
• Ensuring that all operations within the region are conducted efficiently, effectively, and in compliance with company policies and procedures, as well as local laws and regulations.
• Sets objectives and guides others on execution/approach for achievement of operational results.
• Define and review partner strategies to ensure sufficient coverage across multiple geographic locations.
• Develop eco-system to support warranty and service needs of customers
• Quality Issue management, contacts key stakeholders to resolve escalated complaints and establish the appropriate improvement plan.
• Reviews escalated issues that will impact the business and provide recommendations for solutions.
• Maintain training and audit/assessment programs to ensure implementation and effectiveness of partner programs and delivery to end users
• Mentoring and developing staff members to ensure that they have the necessary skills and knowledge to perform their jobs effectively.
• Ensure compliance with company EHS standards

Requirements

We are looking for people who are experienced in Field Service & Aftermarket. If this is you, get in touch.

As a minimum you must have:

• Minimum 10+ years of overall industrial work experience
• Strong knowledge of RLC Products and Business Process would be an added advantage
• Minimum of 5 years work experience in partner management roles of increasing responsibility, in a Regional Role
• Proven track record of developing a culture of performance
• Ability to motivate, direct and lead effective-cum efficient performance of field operations
• Thorough understanding of market dynamics including industry trends
• Strong analytical skills with demonstrated ability to synthesize data from various sources in both graphic and verbal format, while easily translating them to the target audience
• Effective communication, negotiation skills and customer focus
• Advanced skills with Microsoft, CRMs and other sales related platforms like Salesforce 
• Highly organized with strong attention to detail, while managing multiple priorities
• Possesses strong technical/product knowledge.
• Coaches lower-level managers to ensure operational achievements are met.
• Finds opportunities to continuously improve the delivery model to enhance satisfaction

Benefits

We are committed to offering competitive benefits programs for all of our employees, and enhancing our programs when necessary.

Our commitment to you

Our greatest assets are the expertise, creativity and passion of our employees. We strive to provide a great place to work that attracts, develops and retains the best talent, promotes employee engagement, fosters teamwork and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback and always challenging ourselves to do better. This is The Carrier Way.

Join us and make a difference.

Apply Now!

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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