Technical Service Manager

1 week ago


Ho Chi Minh City, Ho Chi Minh, Vietnam Công Ty TNHH Talent Trader Việt Nam Full time

Mô tả công việc:

(Mức lương:
triệu VNĐ)

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
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
Service Partner Management/ Service Network/ Outsource Vendor

  • Periodic review and evaluation of Service Partners and Outsource Vendors
  • Formulate and release Service Partner policy and guidelines.
  • Service Partner and Outsource Vendor meetings and operational reviews
Market Understanding

  • Gather customer service feedback.
  • Gather competitor's service support information.
  • Analyze customer requirement with countermeasure.
Service Product

  • Launch of an extended warranty offering to corporate market
  • Launch a Maintenance Contract, when necessary, as an outwarranty service offering to corporate market
Showroom and solution center management

  • Responsible for managing solution center and showroom operation.
  • Enhance the products display and brand
Other tasks and reports as required

Chức vụ:
Trưởng nhóm/Trưởng phòng

Hình thức làm việc:
Toàn thời gian

Quyền lợi được hưởng:

  • Chế độ bảo hiểm
  • Du Lịch
  • Chế độ thưởng
  • Chăm sóc sức khỏe
- Đào tạo

  • Tăng lương

Yêu cầu bằng cấp (tối thiểu): Đại Học

Yêu cầu công việc:

  • Degree in Business Admin or equivalent with at least 10 years in Customer Service Management at trading company
  • Customer handling skills & understand customer/sales and service channel expectation in different market segment on different products.
  • Spare part management.
  • Risk management (part of business management)
  • Performance management
  • Process reengineering.
  • People Management

Yêu cầu giới tính:
Nam/Nữ

Ngành nghề:
CNTT - Phần Mềm,Kinh Doanh/Bán Hàng,Phát Triển Thị Trường,Quản Lý Sản Phẩm

Đại Học
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