工作内容
【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 responsibilities1. 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 team3. 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 RMAs4. 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 Department5. 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