Technical Service Manager (Trading/ IT Product/ Electronic Product) - HCMC (Fluent in English)

JOB PURPOSE
Provides leadership to Customer Service Department by achieving operational efficiency, to reach excellent customer satisfaction, and generating service business at a reasonable cost.

Collaborates with Regional Customer Support to ensure local objectives and directions are aligned with regional direction.
Increase the quality & efficiency of customer service through process improvements and policy formulation to be more competitive in the market
Foster teamwork and maintain a highly motivated Customer Support team through effective leadership, communication, and guidance.
Responsible in the overall management of a national service partner network, technical support, call center, spare parts management, showroom and solution centers.

CRITICAL ACCOUNTABILITIES
Quality Service Operation & Customer Satisfaction

Continuously find ways to improve Service Coverage
Suitable parts stocking for faster repair
Manage the call center.
Outsourcing Projects
Improve ASP technical competency through training and release of service bulletin.
Standardize all customer service procedures and policies

Service Partner Management/ Service Network/ Outsource Vendor

Periodic review and evaluation of Service Partners and Outsource Vendors
Formulate and release Service Partner policy and guidelines.
Service Partner and Outsource Vendor meetings and operational reviews

Market Understanding

Gather customer service feedback.
Analyze customer requirement with countermeasure.
Gather competitor’s service support information.

Service Product

Launch of an extended warranty offering to corporate market
Launch a Maintenance Contract, when necessary, as an out- warranty service offering to corporate market

Showroom and solution center management

Enhance the products display and brand
Responsible for managing solution center and showroom operation.

Other tasks and reports as required

Customer handling skills & understand customer/sales and service channel expectation in different market segment on different products.
Risk management (part of business management)
People Management
Spare part management.
Process reengineering.
Degree in Business Admin or equivalent with at least 10 years in Customer Service Management at trading company
Performance management

Chế độ bảo hiểm, Du Lịch, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương

Cập nhật gần nhất lúc: 2024-03-11 07:05:45