After Market Services Manager

About Hilti & After Market Services (AMS)

Hilti is a premium brand in the power tools industry and the primary responsibility of Tool Services / After Market Services remains to provide the best-in-class services (including but not limited to repair) to our customers to enhance and sustain the long-term customer satisfaction.

Hilti had been a market leader in terms of service differentiation and also have been deeply into the service Innovations for bringing in continuous feed for offering new Value added services to our customers. We, at Hilti, strongly believes that Service innovation is the future of industry and hence, we are intensively focusing on the same Tool Service or After Market Service function of Hilti and is vertically integrated directly to the regional HO (Singapore).

Purpose of position (overall contribution to corporate goals)

This profile has a national role, and the candidate will be responsible for critical business activities across the after-sales service network of Hilti Far East limited. This will include a consultative approach for delivering end to end projects starting from the challenge/ scope of improvement identification.

It is an exciting opportunity for a candidate who would like to build career in a growing global organization in the after-sales service operations.

This job role will immensely contribute to our business strategy where service differentiation and operation excellence are the major identified pillars.

Core Accountabilities:

• Steer and implement the service enhancement projects to deliver superior Customer Experience
• Drive and execute the Tool Service strategy / standards in the organization
• Accountable for the performance of the Singapore After Market Services organization towards financial productivity goals
• Identifies and evaluates improvement potential and initiates change requests by considering the impact and providing feedback to the Global Process Management
• People management - Manage and inspire people engaged in day-to-day operations
• Steer the Lean transformation in the function across the network o Drive the Lean transformation by active developing and implementing specific lean initiatives
• o Educate and enable line managers to drive Lean principles and ensure business impact on local level

Additional Activities

• Has the authority to drive change management and implement global standards / processes
• Take ownership of the performance drivers and support target setting
• Ensure access to Tool Service know-how, new technologies and processes
• Represents the Singapore Tool Service Centre in different forums where required
• Manage, coordinate and steer the projects on a day-to-day basis
• Participate in regional (Asia) projects and supporting global community
• Master trainer in Tool Service processes & systems and as well for lean principles

Key Performance Indicators

1. Improve Service levels

2. Productivity

3. Quality of operations

4. Create Transparency and culture of continuous improvement

5. Deliver impact with change management for strategic projects

Requirement:

• 8 to 12 years of experience in operations / planning - education and qualifications in this area are preferred
• Has good commercial and Project Management experience
• Has good analytical skills
• Has a good exposure of Team Management
• Has good negotiation and communication skills in English
• Has good process and system (SAP/BI) know-how
• Has good experience in Stakeholder management