Reporting to managing director (Japanese);
Subordinates: Presales, post sales, call center and spare parts management.
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.
- Responsible in the overall management of a national service partner network, technical support, call center, spare parts management, showroom and solution centers.
- Increase the quality & efficiency of customer service through process improvements and policy formulation to be more competitive in the market
- Collaborates with Regional Customer Support to ensure local objectives and directions are aligned with regional direction.
- Foster teamwork and maintain a highly motivated Customer Support team through effective leadership, communication, and guidance.
CRITICAL ACCOUNTABILITIES
1. Quality Service Operation & Customer Satisfaction
• Continuously find ways to improve Service Coverage;
• Suitable parts stocking for faster repair;
• Improve ASP technical competency through training and release of service bulletin;
• Outsourcing Projects;
• Manage the call center;
• Standardize all customer service procedures and policies.
2. Service Partner Management
• Periodic review and evaluation of Service Partners and Outsource Vendors.
Service Network
• Formulate and release Service Partner policy and guidelines.
Outsource Vendor
• Service Partner and Outsource Vendor meetings and operational reviews
3. Market Understanding
• Gather customer service feedback;
• Gather competitor’s service support information;
• Analyze customer requirement with countermeasure.
4. 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.
5. Showroom and solution center management
• Responsible for managing solution center and showroom operation;
• Enhance the products display and brand;
6. Other tasks and reports as required