Senior Service Engineer Manager

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

Manage a medium-sized customer service area or several customer service sections, with guidance from senior colleagues. This will include solving complex issues in order to meet customer service standards.

◆ Resolving Customer Issues

Craft and cascade messaging and next steps for most commonly raised customer issues.

◆ 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.

◆ Leadership and Direction

Communicate the local action plan; explain how this relates to the function’s strategy and action plan, and the broader organization’s mission and vision; motivate people to achieve local business goals.

◆ Performance Management

Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization’s performance management systems to improve personal performance. OR Manage and report on team performance; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives.

◆ Faults Diagnosis and Correction

Provide fault isolation and resolution for complex challenges to limit and address issues promptly.

◆ Customer Needs Clarification

Set clear objectives for each sales call or meeting; tailor standard materials to make presentations to decision makers and influencers within the customer organization; and ask relevant questions to gather information, to evaluate the customer’s level of interest, and to identify and respond to areas requiring further information or explanation.

◆ Internal Client Relationship Management

Contribute to the management of partnering relationships with internal clients, building effective working relationships and providing high-quality professional services to support in delivering business strategy and plans.

◆ Work Scheduling and Allocation

Develop short- or medium-term work schedules in order to achieve planned commitments. Approve overtime or use additional resources as needed.

◆ Organizational Capability Building

Use the organization’s formal development framework to identify the team’s individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others throughout the organization in own area of expertise to enable others to improve performance and fulfill personal potential.

◆ Operations Management

Supervise others working within established operational systems.

◆ Budgeting

Deliver a budget for an area of the organization or conduct complex analyses on budget progress in other areas of the organization.

Behavioral Competencies

◆ Customer Focus

Builds strong customer relationships and delivers customer-centric solutions. For example, solicits customer feedback and data; conveys a clear understanding of the level of service the team is providing; takes action when standards are not met by team; aligns business process with customer needs.

◆ 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.

◆ 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.

◆ Tech Savvy

Anticipates and adopts innovations in business-building digital and technology applications. For example, investigates technologies to learn some cutting-edge best practices. Uses digital/social media to benefit the team and add value to the work being done; understands how to avoid misuse of these tools.

Skills

◆ Action Planning

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

◆ Planning and Organizing

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

◆ 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.

◆ Strengthens Customer Connections

Works at an advanced level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works independently and provides guidance.

◆ Verbal Communication

Applies comprehensive knowledge to act independently while providing guidance and training to others on using clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies.

◆ Builds Customer Loyalty

Works at an advanced level to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization’s ability. Typically works independently and provides guidance.

◆ Masters Service Conversations

Works at an advanced level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works independently and provides guidance.

◆ Navigates Customer Challenges

Works at an advanced level to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works independently and provides guidance.

◆ Service Into Sales

Works at an advanced level to recognize sales opportunities during service interactions to enhance overall customer service. Typically works independently and provides 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.

◆ Review and Reporting

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

◆ Customer Service Delivery

Works independently using comprehensive knowledge and skills while guiding and training others on meeting high customer service standards.

◆ Customer System Operation

Uses comprehensive knowledge and skills to work independently while guiding and training others how to understand and effectively operate all customer management systems.

◆ Leverages Digital Communications with Customers

Works at an advanced level to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. Typically works independently and provides guidance.

◆ Adaptive Mindset

Works with full competence to shift into and out of a mental mindsets associated with assessing the facts and circumstances of the current situation and/or environment and making theappropriate/innovativeadjustments to thinking and work habits to thrive in any scenario. 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.

◆ Computer Skills

Supports business processes without supervision by understanding and effectively using standard office equipment and standard software packages, while providing technical guidance as needed.

◆ IT Testing

Works without supervision and provides technical guidance when required on ensuring that IT applications meet required specifications by designing, executing and reporting on tests of systems and services.

◆ Negotiation

Negotiates without supervision and provides technical guidance when required on how to help the organization by obtaining consensus between two or more internal or external parties who may have different interests.

◆ 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.

◆ Project Management

Works without supervision while providing technical guidance when required on managing projects and/or programs within desired cost, time and quality parameters.

◆ Provides Technical Support

Works with full competence to employ customer-oriented behaviors that help engineers connect with their customers in productive and efficient ways, creating positive, defining moments. Typically works without supervision and may provide technical guidance.

◆ Troubleshoots Technical Issues

Works with full competence to employ a systematic process for solving technical issues by identifying the problem and selecting an appropriate solution. Typically works without supervision and may provide technical guidance.

◆ Workflow Management

Works with full competence to orient work in a workflow to plan, organize, and execute the steps it takes to achieve a goal to achieve higher efficiencies. Typically works without supervision and may provide technical guidance.

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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