Customer Success Center Director (Mexico)

(Please note: only updated CVs submitted in English will be taken into consideration)

English proficiency

Mandarin Chinese is a Plus

We are an innovative global provider of industrial solutions, specializing in advanced electrical products and services.

With over 40 years of experience and a leadership position in Asia.

As a global company present in over 140 countries, we're committed to driving innovation and providing sustainable energy solutions.

We’ve started operations in Mexico, and we're looking for talented professionals to help us establish a strong presence. This is a fantastic opportunity for growth within a global company.

Profile/Skills

• 10+ years of experience in the power T&D industry, including 5+ years in project delivery or team management; overseas (Mexico) project experience preferred.
• Familiar with T&D primary equipment (transformers, switchgear, ring main units, etc.) and turn-key project delivery processes; master Intercom terminology and FIDIC terms; knowledge of CFE project processes and NOM standards preferred
• Spanish and English as working languages, with fluent listening, speaking, reading and writing skills, able to communicate smoothly with local clients; Chinese proficiency is a plus.
• Proficient in using Microsoft Office and other office software.

Main Responsibilities:

(Please note: only updated CVs submitted in English will be taken into consideration)

1. Lead the overall management of the Mexico Customer Success Center team of 8 Chinese and local staff covering pre-sales quotation, project management, logistics management, on-site service management and subcontracting (installation and commissioning), and after-sales service management and subcontracting; responsible for organization setup, recruitment and talent development, performance appraisal and motivation, to build a high-performance delivery team.
2. Take charge of delivery management of Mexico T&D projects: formulate delivery plans, monitor schedule, cost and quality, identify delivery risks and countermeasures, and ensure on-time and quality delivery.
3. Manage the approval of production detailed design drawings; coordinate design, technical and production resources to ensure on-time approval of drawings to meet production and delivery milestones.
4. Manage logistics: coordinate international transportation, customs clearance and site delivery plans to ensure on-time equipment arrival while controlling logistics costs and risks.
5. Manage on-site services and subcontracting (installation and commissioning): review subcontractor qualifications and proposals, and control the schedule, safety and quality of installation and commissioning.
6. Manage after-sales service and subcontracting: establish the mechanisms for receiving, dispatching, tracking and closing after-sales events (quality complaints, on-site failures, etc.), and organize root cause analysis and corrective actions for major events.
7. Manage the pre-sales quotation function: organize project quotation and cost estimation to support bidding decisions, and provide limited pre-sales support to the sales side.
8. Assist the Country Manager and the finance team in managing and controlling project net profit, follow up project revenue, cost and payment collection, and participate in project reviews and improvement.
9. Own customer communication and coordination throughout the project life cycle; organize kick-off meetings, progress reviews and acceptance milestone management to drive on-time customer confirmation and acceptance.
10. Build delivery and after-sales data dashboards and regular reporting mechanisms (weekly/monthly), and report project delivery status, risks and improvement actions to the Mexico Country Manager.
11. Drive localization of delivery processes and team capabilities, build the project delivery knowledge base, and continuously improve delivery efficiency and customer satisfaction.

Offer:

(Please note: only updated CVs submitted in English will be taken into consideration)

• Offer a competitive salary package with benefits and perks that exceed the legal requirements.
• Provides a unique opportunity to immerse yourself in Asian business culture.
• To work in a culture where we overcome challenges and grow together.
• To be part of a leading, inclusive and diverse organization that respects everyone's contribution.
• Build relationships with colleagues from different parts of the world, expanding your professional network on a global scale.

We integrate all cultures; we respect and value inclusion and diversity. We're in favor of and committed to equal employment and development opportunities for all, which is why we work all our selection processes without distinction of religion, age, sex, race, gender, identity, sexual orientation, marital status, socioeconomic status, political opinion or any other kind.