Tổng quan

• Mức lương

  26,000,000 VND ~ 34,000,000 VND

• Ngành

  Trading(Machinery), Trading(Electronics/Semiconductors)

• Mô tả công việc

  【Job Summary】
  Responsible for:
  - Delivering the service operation and service network managing function within customer support.
  - Holding the accountability for monitoring service quality through the KPI index by all ASPs and CSPs to ensure customer satisfaction with the company’s products,
  - Managing and monitoring the ASP/CSP/Call Center service level as well as management compliance.
  - Supports with ad-hoc tasks as directed by RHQ and management, such as providing reports when needed.
  
  【Main responsibilities
  1. Service quality monitoring & service network management
  - Daily monitoring of service repair status with KPI
  - Attend on-site evaluations yearly to cross-check service operations at all service partners, and on-site support with ASP when required
  - Service contract management, data analysis to find out the risk of operations
  
  2. 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/inquiries
  - Conduct audit and performance reviews with the HGS Operation Management team
  
  3. Manage ASP performance
  - Implement audits on ASPs to ensure compliance with Epson 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 reports on ASP performance and pending RMAs
  
  4. Product Safety & Compliance
  - Ensure all relevant documents and test reports are in order prior to the Type Approval application
  - Ensure upkeep of Type Approval certificates in the 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 the local regulatory body
  - Conduct monthly product safety update briefings with relevant departments
  - Champion product safety lessons learned for continuous improvement
  - Conduct regular reviews of departmental policies with the Head of the Department
  
  5. ASP Audit
  - Conduct periodic audits on ASPs to ensure compliance with service processes and policies
  - Implement audit and incentive programs to drive service quality by Epson Service Partners
  
  6. Others
  - Prepare the monthly KPI report for meetings with the region
  - Assist in new product testing, evaluation, type approval process, and pre-sales activities when required