Lead Service Engineer

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

◆ Customer Service

Help establish and implement customer service standards while supervising a significant customer service team or similar unit. Deal with most complex and valuable issues.

◆ Resolving Customer Issues

Aggregate customer issues and collate the most commonly raised issues in order to create/develop response strategy.

◆ Operational Compliance

Maintain and renew a deep knowledge and understanding of the organization’s policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards. OR Identify, within the team, patterns of non-compliance with the organization’s policies and procedures, and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate.

◆ Customer Relationship Management (CRM) Data

Enter customer information that has been gathered through research and/or through direct customer contact into the customer relationship management system, to ensure that the organization has quality data to enable effective customer retention and business development activities OR Ensure that team members maintain up-to-date customer relationship management data, identifying and resolving issues.

◆ Customer Relationship Management / Account Management

Develop and implement a relationship management plan for existing customer accounts to identify and build relationships with relevant decision makers and influencers within the customer organization and to enable effective two-way flow of information and resolution of issues. Collect feedback from identified customers or customer segments to ensure their needs are met, providing themes, summary analyses, and recommendations for changes based on customer input.

◆ 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.

◆ Faults Diagnosis and Correction

Provide fault isolation and resolution to limit and address issues promptly.

◆ Internal Client Relationship Management

Build effective working relationships within the internal client organization, delivering high-quality professional services with guidance from senior colleagues.

◆ 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.

◆ Work Scheduling and Allocation

Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines.

◆ Performance Management

Respond to personal objectives and use performance management systems to improve personal performance. OR Monitor the performance of the team; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.

Behavioral Competencies

◆ Customer Focus

Builds strong customer relationships and delivers customer-centric solutions. For example, digs deeply into customer feedback and drives the innovations that can enable the organization to better meet customers’ future needs. Frequently adjusts approach to ensure customer needs are met and to improve service.

◆ Business Insight

Applies knowledge of business and the marketplace to advance the organization’s goals. For example, clearly understands how own activities relate to critical business drivers. Monitors business news and market changes for impact on the business or on own expertise area; uses this to shape decisions.

◆ 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.

◆ 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.

◆ Courage

Steps up to address difficult issues, saying what needs to be said. For example, readily shares own ideas and opinions on controversial topics; is comfortable with open debate and constructive criticism. Demonstrates clear conviction in adversity; persists courageously in difficult circumstances.

Skills

◆ Verbal Communication

Uses clear and effective verbal communications skills without supervision and provides technical guidance when required on expressing ideas, requesting actions and formulating plans or policies.

◆ Planning and Organizing

Works without supervision and provides technical guidance when required on planning, organizing, prioritizing and overseeing activities to efficiently meet business objectives.

◆ 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.

◆ Action Planning

Works without supervision and provides technical guidance when required on developing appropriate plans or performing necessary actions based on recommendations and requirements.

◆ 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.

◆ 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.

◆ 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.

◆ 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.

◆ Policy and procedures

Works without supervision and provides technical guidance when required on developing, monitoring, interpreting and understanding policies and procedures, while making sure they match organizational strategies and objectives.

◆ Review and Reporting

Works without supervision and provides technical guidance when required on reviewing and creating relevant, lucid and effective reports.

◆ 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.

◆ Compliance Management

Works without supervision and provides technical guidance when required on achieving full compliance with applicable rules and regulations in management and/or operations.

◆ Customer Service Delivery

Works without supervision while providing technical guidance as needed on meeting high customer service standards.

◆ Customer System Operation

Works without supervision and provides technical guidance when required on understanding and effectively operating all customer management systems.

◆ Diagnoses Needs with Questions

Works without supervision and provides technical guidance when required to ask questions that encourage the client to talk openly about their key objectives and challenges.

◆ 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.

◆ 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.

◆ Maintains the Relationship

Works without supervision and provides technical guidance when required to continuously provide effective solutions and value to the client’s organization.

◆ Manages Buyer Indifference

Works without supervision and provides technical guidance when required to acknowledge and ask questions to understand the circumstances surrounding client indifference.

◆ Manages Resistance

Works without supervision and provides technical guidance when required to acknowledge a client’s indifference and gain agreement from the client to discover the root causes of resistance.

◆ Policy and Regulation

Works without supervision and provides technical guidance when required on interpreting and applying knowledge of laws, regulations and policies in area of expertise.

◆ Pre-Call Preparation

Works without supervision and provides technical guidance when required to carefully prepare for client interactions using established frameworks.

◆ Questions Strategically

Works without supervision and provides technical guidance when required to uncover clients’ explicit needs and/or unforeseen opportunities and challenges.

◆ Understands Buying Influencer Needs

Works without supervision and provides technical guidance when required to quickly and accurately define the needs of the key buying influencers.

◆ Understands Customer Needs

Works without supervision and provides technical guidance when required to articulate the customer needs in the customer’s business language and business context.

◆ Understands the Buying Process

Works without supervision and provides technical guidance when required to align the client’s sales process with their organization’s sales process, including the key influencers/sales team members when appropriate.

Education

Bachelor’s Degree or Equivalent Level

General Experience

Experience enables job holder to deal with the majority of situations and to advise others (Over 3 years to 6 years)

Managerial Experience

Experience of supervising and directing people and other resources to achieve specific end results within limited timeframes (13 months to 3 years)

Yokogawa is an Equal Opportunity Employer. Yokogawa wants a diverse, equitable and inclusiveculture. Wewill actively recruit, develop, and promote people from a variety of backgrounds who differ in terms of experience, knowledge, thinking styles, perspective, cultural background, and socioeconomicstatus. Wewill 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.

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