CS Technical Support Manager

Job Description

JOB PURPOSE

Samsung Global strategy is not just focusing on the products’ quality but also Customer Service’s quality by creating customer service value added to achieve customer satisfaction and engage for the customer loyalty. Customer Service is nowaday being considered as marketing. Service identity is being focused to bring the value to the customer. In order to create a total customer satisfaction & customer loyalty that CS needs to drive & manage in a total satisfaction index for all customer service readiness, service excellent operations and premium service perspective that to drive & contribute to the customer purchasing decision making.

RESPONSIBILITIES

• Making direction and Managing related to the Technical Support operations in all product categories:
  - To manage all inquiries relating to Technical support requirement from all sources which including but not limited to nationwide service centers, call center, interdepartment, dealer…- To provide the technical training to the Service network for the Technician, Receptionist; Warehouse keeper… and any related PIC in the SVC that needs to know SS product technical knowledge; and Call agents in Call center.
• To make sure the readiness for the new product launching in terms of providing the technical training to the related counterparties especially the repair skill readiness to the Technician.
• To make and provide the relevant Product Value Information related to the new product which including Software, Service Manual, Training Manual, Service Bulletin, Repair Tip, Consultant Tip but not limited to the contents to be uploaded on the website to support the customer.
• Make sure to comply with government requirement for new product launching. And pre-launching product field test is also involved just in case required.
• To handle for all product liability related that strictly follow the HQ guideline accordingly and properly.
• Market Initial Quality Management by monitoring for the AR index for new product launching; Reporting to the management for the awareness in time and working with the related counterparties for the countermeasure.
• To work with related counterparties in setting up for the related KPIs and its targets. Drive the team to ensure all KPIs are hit.

Job Requirements

PROFESSIONAL COMPETENCIES & QUALIFICATIONS

Major area:

• Business:
  • Customer service & Customer satisfaction
  • Managing Technical or Technical support department
• Management:
  • Project management
  • Operations improvement management

Background:

• Education:
  • Bachelor degree in Electrics, Electronics, Telecommunication
  • Professional skill:
    - Numerical, Analytical and Synthetical skill- Report / Presentation skill- Vietnamese & English speaking and communication skill
• Experience & Skill:
  • Technical management & support with Customer Service.
  • Leader of department with more than 10 staffs direct and over 500 Technical staffs indirect in a multination organization.
  • Good communication & relationship with co-worker
  • Detailed analysis & strong management
  • Strategy planning, process renovation and initiative

Additional Information

• Job Level

  Manager

• Salary

  Competitive

• Job Type

  Full-Time Permanent

• Posted

  13 Mar 2018