北京招聘

Position: Repair/ Maintenance Contract and Customer Care Specialist (Location: Beijing)

Main tasks:

1,After-Sales product portfolio development

• Collect customer expectation on After-Sales product
• Benchmark competitors offers on After-Sales product
• Understand MAN product and R&M standard
• Base on above information, further optimize current MTBC RMC and further develop MTBC After-Sales product portfolio

2, Promote and boost sales of After-Sales product

• Co-operate with Sales and Marketing team to advertise MTBC After-Sales products to the market
• Boost sales of R&M Contract. The target is 100% new vehicle sales together
  with R&M Contract and > 50% extended R&M Contract rate
• Participate negotiation with KA customers on R&M Contract

3, Implementation of RMC

• Operate and optimize RMC system to ensure smoothly implementation of RMC
• Follow up on implementation of existing RMC. Ensure in time claim handling, money receiving and payment. Take action to promote new RMC contract when existing contract is going to expired
• Monitor
  RMC system operation. Take action when some contract goes risky

4, Training on R&M Contract and other After-Sales product

• Provide necessary training to dealer network to ensure correct operation on
  R&M Contract and other After-Sales product
• Provide training to internal colleagues to ensure a correct understanding of MTBC After-Sales products

5, Complaint Management

• Collect customer complaint via various channels
• Implement and optimize complaint management workflow
• Close co-operate with other department on complaint issue handling
• Make good documentation on complaint issues and trace on each cases
• Support management team to work out continuous improvement plan and follow up on implementation

6，Customer Care Activities

• Initiate Customer Care activities which can help customer to tackle their problems
• Co-operate with other department and dealer network on implementation

7，Other

• Other tasks to be specified by the superior

Skills:

• Very good negotiation and persuading ability
• Data analysis skill
• Independence and initiative activities
• Very good inter-communication skills
• Active listening
• Conflict management
• Cross-department co-operation skill
• Open-minded and creative

Major Required Competence:

• Understanding of Commercial Vehicle industrial
• Knowledge on Commercial Vehicle maintenance and repair
• Understanding of dealership operation procedure
• Knowledge on system operation and development
• Understanding the concept of “Total Cost of Ownership”
• Basic finance and business operation knowledge
• Psychology knowledge
• Basic IT knowledge

What we offer:

• International working environment & global network

• Attractive compensation & benefits package

• Good management, team work, open communication & feedback

We are looking forward to welcome you on board!

Please send your application in English to: manhr@man-china.com

Volkswagen Group China

Volkswagen Group is one of the earliest and most successful international partners of China’s automobile industry. The Group has grown together with China’s auto industry, overcoming many challenges and achieving significant growths, during the 30 years’ partnership with China.

As early as 1978, Volkswagen Group started contacts with China. The first Santana was produced in Shanghai in April 1983. In October 1984, Shanghai Volkswagen Corporation Ltd, the first joint venture of Volkswagen Group in China, laid foundation in Shanghai. In February 1991, FAW-Volkswagen Corporation Ltd was established in Changchun, creating Volkswagen Group’s second joint venture in China.

The business scope of Volkswagen Group in China includes the production, sales and services of complete vehicles and parts, such as engines and transmissions. All of the Group auto brands — including Volkswagen, Audi, SKODA, SEAT, Bentley, Bugatti, Lamborghini, Porsche, Ducati, Volkswagen Commercial Vehicles, Scania and MAN — have a business presence in China through Volkswagen Group China and its subsidiaries.