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