JBT Corporation

  • Customer Care Director - Proteins - Asia Pacific

    Job Locations TH-Bangkok
    Posted Date 6 months ago(6/12/2018 1:42 AM)
    Requisition ID
    2018-3232
    # of Openings
    1
    Category
    Customer Care
  • Overview

    • Drive and implement the Customer Care aspects of JBT Asia Proteins Strategy
    • Develop and implement the Asia Proteins Customer Care business plan
    • Deliver the Customer Care objectives and KPI's

    • Grow Customer Care revenues & profitability in Asia +20% per year

     

    Responsibilities

    • Improving the overall Customer Care sales performance of the JBT in Asia Pacific Protein Processing equipment, dealing with multinational firms as well as with local players
    • Drive and implement the Customer Care aspects of JBT Asia Proteins Strategy
    • Develop and implement the Asia Proteins Customer Care business plan
    • Deliver the Customer Care objectives and KPI's
    • Customer Care P&L responsibility (service sales, utilizations cost and profitability)
    • Responsible for scale and physical location of Customer Care Admin, Engineers & Technical Support specialist capabilities (linked to current installed base and the Asia Proteins Sales 3-years sales plans)
    • Drive and develop and proactive and preventative Customer Care mindset delivering superior Customer Care to our customers
    • Develop and deploy proactive and preventive service agreements (ProCare) widely to secure customer happiness, loyalty and retention
    • Optimize Part Supply Chain within Asia and build a plan for e-ordering of parts
    • Participate in annual review of top key account team (KAM and TKAM) effectiveness and Account Plan Reviews
    • Manage & implement core Customer Care Processes such as Claims and Technical Issue resolution processes
    • Work together with other MBU’s and other stakeholders to ensure relevant input, feedback and support from Customer Care throughout the product life cycle aimed at improving total JBT System & Equipment Performance
    • Build strong relationship with other departments such as Project Management, Applications, Finance, HR, and the Regional Customer Care Service teams
    • Manage the installed base from a service perspective through setting and deploying the maintenance strategy, including Customer Operation Cost Reduction programs
    • Support on new protein product introductions in Asia Pacific
    • Drive customer satisfaction from a Customer Care perspective
    • Updating weekly, reporting monthly sales and pipeline
    • Be an integral part of the Key Account Management teams in Asia Pacific
    • Visiting key customers at their HQ (Procurement Directors, Engineering, Industrial Directors, etc.) and at their plants

    Qualifications

    • Bachelor Degree or Diploma in Food Science, Chemical, Electrical, Mechanical Engineering or related fields (preferred but not essential)
    • Minimum 10 years of relevant work experience with direct sales in B2B capital equipment and/or processing industry preferably in the food and beverage sector, especially from poultry and refrigeration industries
    • Experience in service contracts, customer care and capital equipment sales is essential
    • Strong knowledge of food and beverage process engineering, and experience in equipment integration, servicing and solutions is an added advantage
    • Proven sales track record in securing results and meeting profit and sales targets
    • Highly motivated individual, diligent and proactive business attitudes with leadership and entrepreneur flair.
    • Self-starter, independent worker, but definitely a team player with excellent interpersonal and problem solving skills
    • Need to have strong presentation and listening skills.
    • Need to have a strong desire for problem solving.
    • Need to be organized with customer files, SalesForce, on line sales tools, budgets etc.
    • Able handle high workloads, multiple projects, action plans, etc.
    • Able to articulate and deliver product presentations
    • Fluency in English language is a must.

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