84202 - Customer Support Service Staff - Nhân viên Hỗ trợ Khách hàng - Machinery

Job Details

Position: Customer Support Service Staff - Nhân viên Hỗ trợ Khách hàng - Machinery

Job Code: 84202

Responsibility

1. 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

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 / enquiries
• Conduct audit and performance reviews with the HGS Operation Management team

3. 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

4. Manage ASP performance

• Implement audits on ASPs to ensure compliance to company 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

5. 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

6. 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
• Working location: Dist 1, HCMC
• Monthly Salary: 32~37M VND

Requirements 

• Age: 27 - 35
• Gender: Any
• Education Background: Bachelor's Degree, major in Electronics or Computer Engineering and Management
• Experience: At least 3 years of experience in machine repair (Large Format Printers or Direct to Fabric)
• Language: English - Intermediate Level
• Others:

+ Good with Microsoft excel and MS office tools

NOTICE: 

Only shortlisted candidates will be approached by RGF's consultant. Your resumes will be recorded in our system, and you will receive our Job Introduction Auto-email with suitable jobs in the coming time. Please check your email regularly to get our vacant job. Thanks so much! 

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