Main Tasks & Responsibilities主要工作职责 :

1. Lead, direct, evaluate, and develop customer service team, responsible for team resource allocation including Authorized Service Provider to ensure customer service activities are completed accurately, safely, and on time.

领导，指导，评估和发展客户服务团队，合理分配客户服务团队资源包括授权服务团队，确保及时精确安全地完成客户服务活动

2. Perform as a key communication channel between the customer and the company. Visit field customers on a regular base. Handle all customer service related complains. Ensure the effective service is provided to the customer and satisfaction rate

作为公司和客户沟通的桥梁，定期做客户拜访，及时处理客户投诉，确保为客户提供有效的服务和客户满意度

3. Liaise with functional or operational area managers throughout the organization (for example sales or marketing) to coordinate scheduled activities, may join CPS & MD PST squad on behalf of each province (rotational basis, 12-18 month). Ensure well-organized customer service activities within responsible customer areas.

协调其他部门（如，销售和市场等）共同开展客户服务活动，定期轮转至CPS&MD PST冲刺团队（12-18个月）确保所负责区域内客户端工作正常有序的开展。

4. On time communication and close collaboration with Authorized Service Management team, service contract management within the responsible area to ensure good implementation of service strategy.

负责与经销商伙伴的沟通、区域内的服务合同管理以确保公司服务策略的贯彻实施。

5. Manager service quality of Authorized Service Provider team

管理授权服务团队的服务质量。

6. Manage customer service team’s activities according to the Company’s policies and SOPs, conduct performance management, plan service training and ｄｅｌiver on time coaching to ensure diverse talent development and talent pipeline building.

依据公司相关政策和流程管理团队工作和业绩, 制定员工培训计划，定期做团队辅导，确保团队人才的多元化发展和人才梯队的搭建

7. Estimate and control the cost, time, and resources required for repair projects; prepare work orders and monitor the progress of work against estimates.

估计并控制客户服务所需的成本、时间和资源，监督进度

8. Ensure good implementation of service process, full sets of Service records are ｕｐｄａｔｅd and maintained accuracy. Analysis service data and generate data insights for continues improvement to ensure service efficiency.

确保服务流程在区域内的及时落地，团队服务记录的及时、准确，分析和解读团队服务数据，持续提升服务有效性

9. Ensure the customer service projects can be well promoted regionally.

确保客户服务相关项目在区域的顺利推进

10. Ensure service activity in full compliance to SHE policy

确保客户服务活动符合SHE的要求

11. Other projects or tasks assigned by line manager

直线经理指派的其他任务

12. Conduct business in full compliance including but not limited to Roche Secure, Roche Behavior in Business, Roche Competition Law Interactive Dialogues, Roche Safety, Security Health and Environmental Protection

遵循罗氏所有合规要求，包括但不限于罗氏信息安全，罗氏商业中的行为，罗氏竞争法互动对话，罗氏安全健康环境等，合法合理开展业务活动

13. Understand and fulfill the responsibility of line manager’s SHE tasks and duties (as defined in SHE handbook)

了解并执行直线经理的SHE职责（详见SHE手册相关定义）

Education& Qualifications教育背景与专业资格:

1. At least Bachelor Degree in Electronic, Electrical or Mechanical, ｍａｓｔｅｒ Degree is plus

电子，机械专业本科及以上学历，硕士学历尤佳

2. Good command of English in both spoken and written

英语说写能力俱佳

3. Good command of MS office software application

熟练应用微软办公软件

Experience工作经验:

Engineering or with preferably at least 8 years related experience with preferably 5 years Supervisory or related experience

至少8年以上相关工作经验以及5年相关管理经验

Professional Capabilities/Skills专业能力/技能:

1. Service Expertise

服务专业知识

2. Planning & Organizing

计划和组织

3. Customer Orientation & Relationship Management

以客户为中心及客户关系管理

4. Internal Cooperation & Coordination

内部合作协调

5. Product & Applications Expertise

产品和运用的专业知识