At Air Products, our purpose is to bring people together to reimagine what’s possible, collaborate and innovate solutions to the world’s most significant energy and environmental sustainability challenges. Grow with us as we embark on building tomorrow together by being the safest, most diverse and most profitable industrial gas company in the world.
Reimagine What’s Possible
DIMENSIONS
The Global Service & Support Manager China is the primary interface between local Chinese service agents, customers, and the Global Service & Support (GSS) department. The role encompasses full responsibility for technical support and spare parts coordination for the China market, ensuring seamless communication and collaboration with the Norway office. The incumbent will:
- Oversee all technical support activities for Chinese customers and service agents, ensuring timely and effective resolution of technical issues.
- Coordinate and optimize spare parts support and sales, identifying customer needs and facilitating efficient order fulfilment.
- Act as the key liaison for technical matters between the China market and the GSS department, supporting business growth and customer satisfaction.
- Ensure compliance with company policies, quality standards, and local regulations.
- Support the development of local service capabilities and contribute to continuous improvement initiatives within the GSS organization.
The scope of this position includes both strategic and operational responsibilities, with direct impact on customer satisfaction, sales performance, and the reputation of the GSS department in China.
PRINCIPAL ACCOUNTABILITIES
- Achieve established order entry and sales targets for the GSS department by effectively coordinating technical support and spare parts activities in the China market.
- Lead and support the local GSS team to ensure operational excellence, continuous improvement, and professional development.
- Maintain high levels of customer satisfaction by ensuring prompt and effective resolution of technical issues and customer inquiries.
- Optimize spare parts sales by proactively identifying customer needs and coordinating with internal and external stakeholders.
- Ensure compliance with company policies, quality standards, and local regulations in all service and support activities.
- Foster strong relationships with Chinese service agents, customers, and the Norway office to facilitate seamless communication and collaboration.
- Support the development and implementation of local service strategies, including training, process improvements, and capability building.
- Monitor and report on key performance indicators (KPIs) related to service delivery, sales, and customer satisfaction.
MINIMUM REQUIREMENTS AND QUALIFICATIONS
- Strong experience in marine aftermarket sales, with demonstrated business acumen and a track record of achieving sales targets.
- In-depth knowledge of nitrogen (N₂) products, related systems, and technical support processes.
- Proven ability to build and sustain customer relationships, with a strong focus on customer satisfaction and market insight.
- Outgoing, structured, and able to maintain a holistic view of operations while managing multiple priorities.
- High working capacity, self-motivation, and the ability to work independently as well as part of a global team.
- Technical and business degree preferred; equivalent proven experience may substitute for formal education.
- Excellent communication skills in English; proficiency in Mandarin Chinese is highly desirable.
- Familiarity with local Chinese regulations and business practices is an advantage.
We are the world’s largest hydrogen producer with over 80 years of industrial gas experience. We are hydrogen and industrial gas experts delivering safe, end-to-end solutions, investing in real, clean energy projects at scale, and driving the industry forward to generate a cleaner future.
At Air Products, we work in an environment where we put safety first, diversity is essential, inclusion is our culture, and each person knows they belong and matter. To learn more, visit About Air Products.