CRITICAL ACCOUNTABILITIES
* Providing technical support and resolution to assigned ASPs and customers on 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 counter measures from ESP on chronic technical issues.
* 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/ enquiries;
- Conduct audit and performance reviews with the HGS Operation Management team.
* 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.
* Manage ASP performance:
- Implement audits on ASPs to ensure compliance to 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, TAT);
- Prepare and submit daily and monthly report on ASP performance and pending RMAs.
* 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;
- Liaise with SEC to ensure necessary test reports are available for radio communication compliance for submission to local regulatory body;
- 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.
*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:
o Audit ASPs on:
a. Parts usage
Technical capability
* Others:
- Prepare the monthly KPI report for meetings meeting with the region;
- Assist in new product testing, evaluation and type approval process Assist in pre-sales activities when required.
