Job summary
Job category | Other/Other |
---|---|
Industry | Other/ |
Employment type | Uncategorized |
Position level | Other |
Number of openings | 1 |
Desired entry time | - |
Required language skill |
English (Business) |
Foreign language competence | - |
Working hours | Others |
Welfares / Leave systems |
Work details
<Job Responsibilities>
1. Providing technical support and resolution to assigned ASPs and customers on the company's products
• Liaise with ASP daily by email/ phone to resolve technical issues
• Attend to on-site support for local and outstation customers, especially on critical cases
• Provide prompt technical and service support to our ASPs and customers
• Attend to on-site support with ASP when required
• Provide ASPs with periodic technical updates on company's products, Service Manuals and Adjustment Program
• Be proactive in obtaining countermeasures from head office on chronic technical issues
2. Call Centre management
• Check and follow up daily on calls pending over at assigned ASPs
• Monitor Call Centre team performances closely, ensuring all KPI metrics are achieved
• Facilitate close cooperation with internal the CS Team and Sales Team to resolve customer’s issues/inquiries
• Conduct audit and performance reviews with the Operation Management team
3. Operation improvement activities
• Implement refurbishment activities
• Improve workshop cleanliness
• Propose improvements to operation processes for optimization of resource utilization
• Implement an efficient RMA monitoring process for team (utilize Ganesha to reduce manual monitoring of pending cases)
• Manage and coordinate incoming repair jobs to the workshop and training, maintaining a record of all incoming repairs
• Ensure repair jobs are completed within TAT
4. Manage ASP performance
• Implement audits on ASPs to ensure compliance to company ASP processes and procedures
• Conduct periodic visits to ASPs to evaluate their image and professionalism
• Ensure achievement of repair and service KPI (eg. Response Time, Repair Time,)
• Prepare and submit daily and monthly report on ASP performance and pending RMAs
5. Product Safety & Compliance
• Ensure all relevant documents and test reports are in order prior to Type Approval application
• Ensure upkeep of Type Approval certificates in Product Certification System
• Ensure all products equipped with radio communication functions comply with local regulations before product launch
• Conduct monthly product safety update briefing with relevant departments
• Champion product safety lessons learned for continuous improvement
• Conduct regular reviews of departmental policies with Head of Department
6. ASP Audit
• Conduct periodic audits on ASPs to ensure compliance to service processes and policies
• Implement audit and incentive programs to drive service quality by company's Service Partners
<Necessary Skill / Experience >
・Education: Bachelor's Degree/ Diploma, major in Printing technology, Electronics or Computer Engineering and Management.
・Language: English - Business Level
・Experience:
- At least 3 years of experience in machine repair (Office printer)
- Experienced in coordinating and providing technical training
- Experience in Partner management, Service planning
・Others:
- Ability to engage and motivate people and teams to achieve targets
- Ability to monitor individual and team performance and to address performance issues on a team and individual basis
- Excellent project management skills
- Innovative thinker with the ability to problem-solve
- Hardworking and patient
- Honest, discreet, and with a high level of integrity
- Analytical with attention to detail, operating to a high degree of accuracy
- Computer literate (MS Word, Excel, PowerPoint)
About interview
Liaison
Customer Service Specialist - Office Printers
RGF HR Agent
1040 〜 1360 USD