Manager - R&M

Job Title: Manager - BoxC R&M Position Overview: We are seeking a highly motivated Manager for our BoxC - R&M department. The ideal candidate will lead a team of RnM Executives, driving operational efficiency, training, service excellence, and customer satisfaction. This individual will be responsible for managing training & development, coordination with teams, profit contributions, and ensuring high-quality service and support. Key Responsibilities: 1. Training & Development (20%)

• Conduct training sessions for both internal and external customers on equipment and operations.
• Provide training for new joiners in Operations and Business Development (BD) on machine operation, product calibration, and troubleshooting.
• Host monthly training discussions with RnM teams, ensuring alignment and knowledge-sharing.
• Maintain an optimal RnM team count in the region and forecast recruitment needs based on deployed machines.

• Actively coordinate with Operations, Business Development, and RnM teams for all samplings and deployment activities.
• Attend at least 50% of samplings and deployments, ensuring support and collaboration with BD and Ops.
• Conduct site visits for all new installations within 3 days of deployment.
• Regularly review technical reports with RnM and Operations teams.
• Dedicate one day to warehouse duties, including QC and report management.

• Visit at least 15 customers per month to gather feedback on services.
• Focus on reducing spare parts consumption.
• Plan customer visits, covering key accounts and top clients in the region with RnMs and Ops.
• Dedicate time for cold calling and customer experience activities, following RM plans.
• Actively support planned Preventive Maintenance (PM) for top clients in collaboration with RMs.

• Ensure all customer complaints are resolved with complete satisfaction.
• Understand service support needs and implement relevant strategies.
• Ensure the RnM team meets performance expectations and service standards.
• Record and track all service calls in the system, ensuring equipment downtime, reliability, and uptime are closely monitored.
• Provide feedback to the technical and NPD teams regarding service issues.
• Track and address all NPS and QFS feedback promptly.

• Proven experience in a managerial role within the R&M or related field.
• Strong leadership and team management capabilities.
• Excellent communication and relationship-building skills.
• Strong technical knowledge of equipment, operations, and troubleshooting.
• Ability to drive customer satisfaction and improve service processes.
• Organizational and coordination skills, with a focus on efficiency and quality.