Regional Service Planning Supervisor

Job Summary:

The Regional Service Planning Supervisor is the key person in formulating mid-term to long-term service planning strategies and annual service objectives. The candidate will play a critical role in enhancing service infrastructure, monitoring and analysing key performance indicators (KPIs), and driving initiatives that improve customer satisfaction and profitability. This position requires a proactive individual with strong leadership skills, a customer-centric mindset, and the ability to bridge between Nikon Japan headquarter, Asia subsidiaries, with affiliated service facilities, regional agents to foster relationship across various stakeholders.

Key Responsibilities:

Service Planning and Strategy:

• Develop comprehensive mid-term to long-term service planning strategies in line with Nikon headquarter & Group policies.
• Establish annual service KPIs and improvement goals for service profitability, ensuring alignment with overall business objectives.

Policy Translation and Localization:

• Act as the key liaison between regional teams and Nikon headquarter in Japan to ensure the accurate interpretation and implementation of global service strategies.
• Translate corporate policies, service guidelines, and strategic directives from Japan headquarter into actionable plans tailored to regional markets and
• Ensure that all policies and initiatives are communicated clearly and adapted to meet local cultural, operational, and regulatory requirements.
• Provide regular feedback to Japan headquarter on regional challenges and propose adjustments to policies to improve alignment with market dynamics.
• Translate key documents, presentations, and reports from Japanese to English (and vice versa) to support smooth information flow between Japan headquarter and Asia regional hub.

Infrastructure Development:

• Design comprehensive plans for setting up robust service infrastructure tailored to regional sales trends and specific market circumstances in the region.
• Lead data analysis and service operations enhancement projects across the region.

Performance Monitoring:

• Monitor, track and analyse service performance metrics, such as Quality, Cost, and Delivery (QCD) to identify opportunities for profitability improvement while enhancing customer satisfaction.
• Present regular monthly performance updates to Japan headquarter, highlighting regional achievements, customer satisfaction data, trend and challenges.
• Develop solutions to increase customer satisfaction and profitability across the region.
• Implement strategies that secure a competitive advantage in the market.

Customer Satisfaction Initiatives:

• Plan and execute service initiatives aimed at boosting customer satisfaction levels and promoting a loyal fan base.
• Develop feedback systems to gather insights from customers regarding their service experiences, analyse the data and develop improvement plan.

Resource Allocation:

• Create optimal resource allocation plans for the department, including staffing of service personnel and support from Nikon headquarter.
• Provide strategic advice to the GM on resource management.

Stakeholder Engagement:

• Build strong and trustworthy relationships with affiliated service facilities, regional agents, and certified repair shops to facilitate high-quality service delivery.
• Act as the primary point of contact between Japan headquarter and external partners to address service-related issues while ensuring alignment with Nikon’s policies and standards.
• Build trustworthy relationships that facilitate high-quality service delivery.

Quality Improvement Contributions:

• Monitor market quality of company products, provide actionable feedback to the Quality Assurance Department in Japan headquarter for product improvements.
• Lead regional initiatives to enhance Nikon’s global product quality standards.

Governance and Compliance:

• Develop and establish operational protocols, policies and processes to strengthen governance within the service organization while complying to Nikon group’s policies and rules.
• Conduct regular reviews of service operations to identify risks and ensure adherence to industry standards and best practices in all service operations.
• Work closely and liaise with Japan headquarter to ensure regional adherence to global governance and compliance policies and regulations.

Qualifications:

• Minimum 8 years of experience in service planning and operations management within consumer imaging camera industry.
• Attained Bachelor’s Degree in Business Administration, Operations Management or equivalent.
• Ability to communicate with Japan headquarter and Asia regional office for business report presentation to Japan headquarter, translate corporate policies, service guidelines, and strategic directives to English for local implementation in Asia.
• Possesses strong leadership skill and excellent communication skills to communicate effectively with management and employees on all levels and different countries.
• Strong analytical skills with experience in KPI development and performance monitoring.
• Proficient in Microsoft Excel and Power BI or tools for data analysis and reporting.
• Proven track record of improving customer satisfaction through innovative service solutions.
• Excellent interpersonal skills with the ability to build trust-based relationships across diverse teams.
• Strong organizational skills with experience in resource management and project implementation.

Job Summary:

The Regional Service Planning Supervisor is the key person in formulating mid-term to long-term service planning strategies and annual service objectives. The candidate will play a critical role in enhancing service infrastructure, monitoring and analysing key performance indicators (KPIs), and driving initiatives that improve customer satisfaction and profitability. This position requires a proactive individual with strong leadership skills, a customer-centric mindset, and the ability to bridge between Nikon Japan headquarter, Asia subsidiaries, with affiliated service facilities, regional agents to foster relationship across various stakeholders.

Key Responsibilities:

Service Planning and Strategy:

• Develop comprehensive mid-term to long-term service planning strategies in line with Nikon headquarter & Group policies.
• Establish annual service KPIs and improvement goals for service profitability, ensuring alignment with overall business objectives.

Policy Translation and Localization:

• Act as the key liaison between regional teams and Nikon headquarter in Japan to ensure the accurate interpretation and implementation of global service strategies.
• Translate corporate policies, service guidelines, and strategic directives from Japan headquarter into actionable plans tailored to regional markets and
• Ensure that all policies and initiatives are communicated clearly and adapted to meet local cultural, operational, and regulatory requirements.
• Provide regular feedback to Japan headquarter on regional challenges and propose adjustments to policies to improve alignment with market dynamics.
• Translate key documents, presentations, and reports from Japanese to English (and vice versa) to support smooth information flow between Japan headquarter and Asia regional hub.

Infrastructure Development:

• Design comprehensive plans for setting up robust service infrastructure tailored to regional sales trends and specific market circumstances in the region.
• Lead data analysis and service operations enhancement projects across the region.

Performance Monitoring:

• Monitor, track and analyse service performance metrics, such as Quality, Cost, and Delivery (QCD) to identify opportunities for profitability improvement while enhancing customer satisfaction.
• Present regular monthly performance updates to Japan headquarter, highlighting regional achievements, customer satisfaction data, trend and challenges.
• Develop solutions to increase customer satisfaction and profitability across the region.
• Implement strategies that secure a competitive advantage in the market.

Customer Satisfaction Initiatives:

• Plan and execute service initiatives aimed at boosting customer satisfaction levels and promoting a loyal fan base.
• Develop feedback systems to gather insights from customers regarding their service experiences, analyse the data and develop improvement plan.

Resource Allocation:

• Create optimal resource allocation plans for the department, including staffing of service personnel and support from Nikon headquarter.
• Provide strategic advice to the GM on resource management.

Stakeholder Engagement:

• Build strong and trustworthy relationships with affiliated service facilities, regional agents, and certified repair shops to facilitate high-quality service delivery.
• Act as the primary point of contact between Japan headquarter and external partners to address service-related issues while ensuring alignment with Nikon’s policies and standards.
• Build trustworthy relationships that facilitate high-quality service delivery.

Quality Improvement Contributions:

• Monitor market quality of company products, provide actionable feedback to the Quality Assurance Department in Japan headquarter for product improvements.
• Lead regional initiatives to enhance Nikon’s global product quality standards.

Governance and Compliance:

• Develop and establish operational protocols, policies and processes to strengthen governance within the service organization while complying to Nikon group’s policies and rules.
• Conduct regular reviews of service operations to identify risks and ensure adherence to industry standards and best practices in all service operations.
• Work closely and liaise with Japan headquarter to ensure regional adherence to global governance and compliance policies and regulations.

Qualifications:

• Minimum 8 years of experience in service planning and operations management within consumer imaging camera industry.
• Attained Bachelor’s Degree in Business Administration, Operations Management or equivalent.
• Ability to communicate with Japan headquarter and Asia regional office for business report presentation to Japan headquarter, translate corporate policies, service guidelines, and strategic directives to English for local implementation in Asia.
• Possesses strong leadership skill and excellent communication skills to communicate effectively with management and employees on all levels and different countries.
• Strong analytical skills with experience in KPI development and performance monitoring.
• Proficient in Microsoft Excel and Power BI or tools for data analysis and reporting.
• Proven track record of improving customer satisfaction through innovative service solutions.
• Excellent interpersonal skills with the ability to build trust-based relationships across diverse teams.
• Strong organizational skills with experience in resource management and project implementation.