Title: Service Manager
Location: China
Job Term: Full-Time

Job Description:
Service Manager will focus on field service delivery to meet customer expectation and improve customer satisfaction, drive service business, as well as Service team management and development.
Responsibilities include ownership of service operation process implementation, reporting, analysis, and productivity of all aspects.
Primary point of contact for the Sales team, Technical support team, Service team, Finance, Marketing, and other departments.

Responsibilities:
• Responsible for field service operation, revenue, and development planning
• Set up repair/depot center; Maintain service inventory and develop processes that ultimately improves the level of support to the customer base
• Ensure customer satisfaction and experience by managing the Service team to improve availability of products for productive use
• Manage delivery of product installation, training, and acceptance report according to planned schedule from the Sales team & customers; provide accurate forecasting; check and maintain extend warranty information
• Responsible for product warranty and critical issue management; participate in product quality management to provide continuous feedback or improvement
• Responsible to ensure accuracy of install base information and implement plans to improve service plans sales
• Manage request tickets and all kinds of maintenance, including, but not limited to, product information, customers, etc.
• Responsible for development and implementation of new processes and procedures for effective and efficient team operations
• Ensure high level of Service Engineer competency through execution of training and development plans
• Work with finance and supply chain to ensure parts delivery to control lead time of Booking-to-Revenue conversion
• Drive service sales funnel and Pipeline to achieve service revenue, implement leads tracking and reporting to secure all opportunities
• Organize regular review meetings with other supporting function teams, make all operations efficient and problems solved timely, optimize continuously
• Deliver monthly forecasted revenue and planned jobs schedule
• Provide long-term strategy and development to grow business
• Represent Service Team to participate in business management meetings

Qualifications:
• Master’s degree in botany, ecology, environmental science, meteorology, forestry, geology, agronomy, hydrology, mechatronics, machinery, electronics, instrumentation, chemistry is preferred, or equivalent experience in similar industry
• Minimum 5 years team management experience in service business
• Strong data analysis skills and logical thinking capability
• Good troubleshooting ability
• Excellent written, oral presentation, communication, and persuading skills, both Chinese and English
• Good interpersonal skills, team orientated and professional demeanor
• Independent, self-disciplined, innovative, responsible

About Picarro:
We are the world's leader in timely, trusted, and actionable data using enhanced optical spectroscopy. Our solutions are used in a wide variety of applications, including natural gas leak detection, ethylene oxide emissions monitoring, semiconductor fabrication, pharmaceutical, petrochemical, atmospheric science, air quality, greenhouse gas measurements, food safety, hydrology, ecology, and more. Our software and hardware are designed and manufactured in Santa Clara, California and are used in over 90 countries worldwide based on over 65 patents related to cavity ring-down spectroscopy (CRDS) technology and are unparalleled in their precision, ease of use, and reliability.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, gender identity, social orientation, nor on the basis of disability. Posted positions are not open to third party recruiters/agencies and unsolicited resume submissions will be considered free referrals.

If you are an individual with a disability and require reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact Picarro, Inc. at disabilityassistance@picarro.com for assistance.

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