JOB PURPOSE
To support customer National wide for after Sale Service
CRITICAL ACCOUNTABILITIES
Overall CS operation and Partner’s management
1) Support service strategy set by Regional/Management, thus develops and recommend short and long term proposal through appropriate market an product research
2) Undertake the primary responsibility for partner management and customer service
3) Co-ordinate closely with regional team for support and guidance
4) 1st level post sales technical support for company's range of products
5) Managing and ensure set KPI are met
6) Ensure spare parts availability through proper forecasting and management
7) Understand local environmental and product safety standards
8) Warranty cost management and control
9) Analyse reports/data and provide for management reporting
Outcome
• To ensure Sales company and regional HQ strategy and process are aligned
• CS operation and partner’s management are in control – with visibility and transparency
• Support in business growth in Vietnam with CS as a key contributor to success
MAJOR CHALLENGES
• Gain consensus and support from different departments in carrying out CS projects, guidelines and policies. To overcome this, effective collaboration, communication within the team and with different departments must be carried out
KEY DECISIONS/DIMENSIONS
• Warranty support and verification
• ASP verification and managing
• Spare Part handling
• Certificate gathering (Environment/Energy/Information certificate)
• RMS system
• Monthly Service Report
• E-Channel
• TechExchange/SPI
