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Immersive Technologies Regional Service Manager - Asia in Jakarta, Indonesia

About Immersive Technologies:

We are a client focused organization with 31 years of mining industry experience in training and developing workforces across 51 countries. Together as a team, we strive to provide our clients world leading solutions to transform their training processes and deliver value in their people's safety, productivity and cost control. We value innovation, teamwork and going the extra mile for our customers.

To support our continued growth, we are seeking a Training and Consulting Manager who has experience leading a team of consultants and trainers across a broad range of skills, experience, and disciplines (training delivery, continuous improvement, technology integration). The ideal candidate will bring a diverse consulting and services background, along with strong inter-personal and leadership skills. They will leverage their credibility as a trusted advisor to our customers, partners, and internal teams.

As Immersive Technologies Regional Service Manager, you will:

  • Be responsible for growing, leading and supporting our team of services staff, primarily consultants, trainers and technicians.

  • Take P&L responsibility for our regional services operations.

  • Work closely with our sales team to develop solutions for our clients.

  • Support sales team in cultivating growth opportunities with existing clients.

  • Work with customers and partners to design and implement our world leading technologies effectively.

  • Take ownerships for meeting client expectations and ensuring their achievement of value from our services and products.

  • Develop team capabilities and perform people management responsibilities.

  • Assure the performance our customers receive from our products and services.

  • Measure the performance improvement of our customers.

  • Retain and grow services revenue.

  • Minimise waste within the service business.

  • Perform all activities and services within established budget guidelines.

  • Perform management responsibilities like hiring, interviewing, mentoring, training and developing staff within customer support and consulting.

  • Appraise performance, reward and discipline of the service team.

Your Skills and Experience

  • 5+ years of experience in customer-facing positions as a professional services leader.

  • Fluent Bahasa and English language is mandatory.

  • Previous experience growing, leading and/or managing services teams.

  • Create and maintain a culture that focuses on customer experience as well as a culture that drives accountability and commitment to deliver customer value.

  • Demonstrated ability to think strategically about business and technology challenges.

  • Experience with providing strategic, consultative services in a professional services environment.

  • Excellent presentation, communication (oral & written), and relationship building skills, across all levels of management.

  • Excellent people management skills, including the ability to influence, negotiate and achieve results through others.

  • Demonstrated delivery management skills with a focus on continuous improvement.

  • Previous P&L, revenue management and forecasting experience.

  • Experience in managing detailed deployment plans and project schedules/budgets.

  • Ability to take ownership of and manage projects.

  • Proven analytical and problem-solving skills.

  • Ability to drive results across a multi-disciplined, matrix team structure.

  • Knowledge of contract management issues.

Professional Qualifications – Skills and Abilities Required:

  • Communication skills – a demonstrated ability to communicate effectively and in a timely manner, both verbally and in writing. Ability to communicate in a manner understandable to both technical and non-technical personnel with Clients and other members within the Insurance Technologies organization. Interpersonal skills – a demonstrated ability to aid in the negotiation of priorities and resolve conflicts among all project participants.

  • Leadership ability – a demonstrated ability to be a strong leader and work independently or as part of a team.

  • Management – a demonstrated ability to manage teams to the highest level of performance and project results.

  • Organization skills – a proven ability to manage multiple projects and responsibilities and demonstrate knowledge and experience related to project management.

  • Analytical Skills- a demonstrated ability of exercising independent judgment of developing methods, techniques and evaluating criteria for obtaining solutions. Ability to take high level direction and translate to specific actions. Ability to handle direction changes quickly and thrive in a fast paced, dynamic multi-tasked environment.

Key Outcomes

  • Ensure services are delivered in a safe manner, with zero lost time incidences.

  • Implementing solutions as per contract scope, in conjunction with relevant stakeholders.

  • Proactively identify opportunities for customer value creation to customers.

  • Manage operational teams to ensure customer expectations are met as part of the strategic alignment to Immersive's business objectives.

  • Identify revenue retention risks and develop account strategies with the customer (externally) and Immersive team (internally) to mitigate those risks and lift customer maturity.

  • Ensure that effective communication on the services delivered is provided to customers (including month or weekly service delivery reports) within the agreed timeframes

  • Follow up lapsed clients with the aim of bringing them back onboard.

  • Develop and recommend service and process improvements.

  • Coordinate communications between our Indonesian services team, and Australian HQ.

  • Ensure the team performance KPIs are met as per the standard service level agreement.

  • Ensure staffing and resources are available to meet contractual obligations then expertly allocate resources, assign priorities and make adjustments as needed to guarantee continuity of service and improve customer results.

Travel Expectations:

This position requires travel around 40% of the time, based on business needs.

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