Planning & Organization
Set department goals, budgets, and strategies in line with company objectives.Plan and manage customer service operations, including service cost control and KPI achievement.
Establish and implement CS policies, work standards, and improvement initiatives.
Team Management & Service Operation
Supervise and coach customer service staff and authorized service centers (ASC).Handle customer complaints and urgent cases with timely and professional response.Strengthen relationships with ASC, distributors, and internal departments.Develop team competencies and ensure smooth coordination between warehouse, spare parts, and service functions.Coordinate with respective factory for quality control and product information.Conduct training regarding installation and troubleshooting of product
KPI Control & Performance Improvement
Monitor and improve key performance indicators:Average TAT, PSR, MOI, M/Z rank parts, NPS, call center performance, and service expenditure.Analyze performance trends, identify issues, and implement corrective actions.Review ASC performance and conduct regular evaluation meetings.
Reporting & Analysis
Prepare and submit KPI reports, Kodomae (in-warranty cost), monthly CS and ASOM reports.Generate SAP reports for inventory closing, stock cycle counts, and discrepancies.Provide analysis and improvement recommendations to management.
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