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Published 2023-07-15

Director Field Service

Type of job: Remote
Country: Thailand
City: Bangkok
Company: Diebold Nixdorf

Description of the offer

Country Head, Field Services provides direction, resources, communication and coordination in support of service performance objectives while achieving and/or exceeding customer satisfaction requirements.

Maintain and exceed current levels of service business performance including planned profit objectives, performance KPIs, customer satisfaction and operational excellence.

This position requires transformational leadership, experienced people management, exceptional executions, innovative, laser focus on delivering exceptional customer experience, and consistently driving cost efficiencies and revenue growth.

Provides guidance and direction to the Field Operations. Manages team efforts in the end to end delivery services including product related services and managed services. Ensures accurate, timely and consistent provision of scheduled inspection, cleaning and other services including minor product repairs. Ensures all service and related support activity is performed according to contracted customer agreements and is delivered in a manner that enhances customer satisfaction.


You are responsible for

  • Responsible for Field Service Operations
  • Responsible for customer satisfaction by regularly meeting with customers together with Customer Delivery managers and Account management team.
  • Responsible for employee satisfaction.
  • Responsible for Service Operation Performance.
  • Responsible for Service P&L and to ensure revenue and margin meet target plan.
  • Responsible for monitoring and keeping operation cost minimized at all time.
  • Responsible for new initiatives to have revenue upside and cost savings.
  • Perform other tasks, assigned from time-to-time.Directs the efforts of subordinate managers and Technical Service staff.
  • Supports / drives budgeting, analytics and long-term capacity planning.
  • Recommends improvements in methods, budget expenditures, equipment usage and procedures based on statistical and process analyses.
  • Actively manages open issues and works with senior leaders and internal partners to develop key decisions.


Required Qualifications

  • Position requires a highly motivated individual with a solid performance history of demonstrated business acumen, leadership and management skills. The ideal candidate should possess a bachelor’s degree in Business Administration or Management (MBA preferred) or equivalent experience.
  • 10+ years of operations managerial experience and 15+ years of overall business experience.
  • 5 years of P&L responsibilities experience
  • Advance Proficiency Level: Accuracy and Attention to Detail; Business Process Management; Customer Focus, Managing Multiple Priorities; Technology Savvy; Acts with Integrity; Builds Partnerships; Conflict Management; Guides Team Success; Optimizes Diversity & Inclusion
  • The individual should demonstrate and possess a good understanding and working knowledge of service solutions, professional services and sales business plans and operations.
  • Sound understanding of managerial accounting and financial reporting is required.
  • The individual must be a leader with the ability to communicate effectively (oral/written) and demonstrate good problem-solving skills. The individual should possess the ability to satisfy customer requirements with appropriate resource management.

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