Technical Service Manager (Trading/ IT Product/ Electronic Product) - HCMC (Fluent in English)

Job Description

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 out-warranty 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