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Head of Global Customer Success

5-7萬(wàn)·13薪
  • 常州武進(jìn)區(qū)
  • 經(jīng)驗(yàn)不限
  • 本科
  • 全職
  • 招1人

職位描述

新能源
    Your Mission
    Your mission is to build and lead a global function that transforms our innovative technology into operational assets for our customers. This role is the bridge between our manufacturing excellence and our customer's operational success. You will be responsible for architecting, scaling, and optimizing a world-class global operations team that delivers safe, efficient, and flawless installation, commissioning, and lifetime service of EnerVenue's energy storage systems.
    Your performance directly impacts customer satisfaction, product reliability data, and recurring service revenue.
    Positional Targets and Outcomes
    ? Strategic Function Leadership:
    ?
    o Develop and execute the global strategy for the entire post-sales customer lifecycle: installation, commissioning, warranty fulfillment, and field service.
    o Build a scalable, standardized operating model for field operations, including processes, tools, and training, that can be adapted across diverse regions (North America, EMEA, APAC).
    ? Team Building & Development:
    ?
    o Recruit, mentor, and lead a high-performing global team of Regional Managers, Field Service Engineers, Commissioning Engineers, and technical support staff.
    o Foster a culture of safety, technical excellence, customer-centricity, and continuous improvement.
    ? Operational Excellence & Safety:
    ?
    o Own and be ultimately responsible for the safety of all field operations. Implement a rigorous global EHS program with a goal of zero incidents.
    o Define and track key performance indicators (KPIs) such as First-Time-Right Rate, Mean Time to Repair (MTTR), Installation Cycle Time, and Customer Satisfaction (CSAT/NPS).
    o Manage the operational and capital budgets for the global function, ensuring cost-effective and high-quality service delivery.
    ? Technical & Process Development:
    ?
    o Oversee the creation and maintenance of all global installation manuals, commissioning procedures, and standard operating procedures (SOPs) for service.
    o Establish and manage a global spare parts logistics and inventory strategy to support service level agreements (SLAs).
    o Partner with Product Development and Engineering to feed field data and failure modes back into the New Product Introduction (NPI) process, driving product reliability and design-for-serviceability improvements.
    ? Stakeholder Management:
    ?
    o Work seamlessly with Sales to develop and price service offerings and warranties.
    o Collaborate with Supply Chain and Logistics to ensure timely and complete delivery of systems and parts to project sites.
    o Interface directly with key customers and project developers to ensure a superior client experience during deployment and throughout the asset's life.
    Requirements
    ? A minimum of five years of progressive leadership experience in field service, commissioning, or installation operations, with at least two years in a global or multi-regional leadership role.
    ? Proven experience building a global field service or installation function from the ground up in a high-growth, complex hardware environment (energy storage, solar, wind, power generation, industrial equipment, or medical devices).
    ? Deep understanding of technical commissioning processes for complex electrical systems and a strong background in EHS standards for high-voltage and construction sites.
    ? Demonstrated success in managing P&L and operational budgets for a global service organization.
    ? Bachelor's degree in Engineering (Electrical, Mechanical, or Industrial preferred). An MBA or advanced management degree is a strong plus.
    Ideal Profile and Competencies
    ? A Builder, Not Just a Manager: You are energized by creating systems, teams, and processes where none existed and can scale them efficiently.
    ? Operational Focus: You are driven by data, metrics, and process to deliver predictable, high-quality outcomes in an unpredictable field environment.
    ? Safety-First Leader: You are an unwavering advocate for safety, embedding it into every process, decision, and conversation.
    ? Customer Champion: You understand that the field team is the face of the company and are obsessed with delivering an exceptional customer experience.
    ? Pragmatic & Resilient: You can navigate the logistical, cultural, and technical challenges of global deployment with calm and determination.

工作地點(diǎn)

武進(jìn)區(qū)中新智地(常州)智能制造產(chǎn)業(yè)園

認(rèn)證資質(zhì)

營(yíng)業(yè)執(zhí)照信息

職位發(fā)布者

羅小敏/人事經(jīng)理

三日內(nèi)活躍
立即溝通
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屹創(chuàng)新能源科技（江蘇）有限公司位于新能源之都—江蘇省常州市，公司總部位于美國(guó)加州硅谷，2020年從斯坦福大學(xué)孵化器中誕生。屹創(chuàng)新能源為外商獨(dú)資企業(yè)，注冊(cè)資本1.5億美元，公司創(chuàng)始人崔屹教授是斯坦福大學(xué)的終生教授，美國(guó)科學(xué)院院士，斯坦福大學(xué)precourt能源研究所首位華人主任。屹創(chuàng)新能源將突破性的鎳氫氣儲(chǔ)能電池成功產(chǎn)業(yè)化，股東包含眾多國(guó)際能源巨頭，中國(guó)首個(gè)生產(chǎn)基地總投資超120億，公司主要從事新型鎳氫氣儲(chǔ)能電池的研發(fā)、生產(chǎn)及銷售，產(chǎn)品廣泛應(yīng)用于太陽(yáng)能、風(fēng)能、電網(wǎng)儲(chǔ)能等領(lǐng)域。公司擁有國(guó)際化的管理團(tuán)隊(duì)，目前處于高速發(fā)展階段，短短半年內(nèi)吸引了超過(guò)70余名員工的加入，研發(fā)人員占比52%，本科及以上人員占比超過(guò)90%。屹創(chuàng)新能源科技（江蘇）有限公司期待更多有識(shí)之士的加入，讓我們“屹”起“創(chuàng)”造儲(chǔ)能新時(shí)代！
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