长沙招聘

BASIC FUCTIONS:
As the manager of Technical & Customer services for the non-kohler brand product, this position is required to set up the new service process, systems including administration of 800 call center and also provides the technical support including certificating and training the third party service agency. This will enable us not only to better service customer complaints and other needs, but also to provide the effective settlement of technical problems in time.


RESPONSIBILITIES:
1. Certify and negotiate the third party service supplier in each city that we sell, and manage/incentive them as daily work
2. Set up the service process and systems including 800 call center
3. Construct and cultivate the customer service team and train, inspire, evaluate, assess subordinates
4. Technical training for both third party service suppliers and distributors including usage, installation, maintenance, after-sales theory, customer service and complain-solving techniques
5. Supervise daily operation and improve the efficiency of call center
6. Giving call center personnel training on service and communication techniques
7. Manage service parts business and demand supply (for warranty and after warranty sales)/inventory/orders by coordination with KCI supply chain, Distributor, Call center and service 3rd parties
8. Engaging in negotiation on complaints involving high compensation
9. Manage the investigation, treatment and follow-up of customer complaints regarding quality and performance of products in the field.
10. Keep updating the service training materials/manuals/Q&A standard sheet, etc.
11. Manage the daily operation of technical support and warranty claim.
12. Working with engineering, plant quality team to have technical claim resolved in timely manner.
13. Complaint Daily/Monthly report for opened and monthly report for analysis


REQUIREMENT:
1. Bachelor graduate in Mechanical, engineering or relevant disciplines
2. With a minimum of 5 - 7 years' solid working experience in technical / customer service field
3. Previous technical service supervisory or coaching experiences are preferred.
4. More than 3 years management experience.
5. Ability to proactively drive technical service to a higher level required.


RELATIONSHIPS AND CONTACTS:
1. Reports to Director- Business development, Kohler China
2. Frequent contacts with distributors
-Frequent contacts with plants
-Frequent contacts with Sales Department
-Frequent contacts with Finance Department
-Frequent contacts with Marketing Department
-Frequent contacts with end users

科勒公司创立于1873年，是世界领先的卫浴及厨具设备制造商。不论在技术、工艺及款式上，科勒都为家居带来无可比拟的创意和美感。科勒在全球拥有55多家制造工厂，超过33,000名员工。在中国，科勒建立了9家工厂，并在北京、广州、成都、武汉、杭州、南京、深圳、香港设有销售办事处。为满足业务拓展需要，科勒（中国）投资有限公司诚聘人员，公司将提供具有挑战性的工作环境以及良好的培训和发展机会。

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