长沙招聘

BASIC FUNCTIONS

As the team leader of Technical Service & Quality for the Novita brand product, this position is required to lead team to manage/optimize daily operations of 400 call center and service centers in the field subjected to defined KPIs, also to ensure product sourcing/engineering/quality control process running smooth to pursue profit maximization by meeting customer satisfaction. This will enable us not only to better service customer experience and other needs, but also to facilitate steady business growth by providing stable quality and competitive products into the market.

Responsibilities:

1. Monitor and incentive field service center’s operating performance as daily work. Set up and qualify new service center if necessary out of business demand.
2. Lead team to give comprehensive training to service centers, including product installation, usage, maintenance, troubleshooting, customer service process and theory.
3. Supervise daily operations and improve the efficiency of 400 call center, lead CSRs to audit field service reports by service centers, close regular expense settlement with all vendors.
4. Manage the investigation, handling and follow-up of customer complaints regarding quality and performance of products in the field, engage in negotiation on critical complaints involving high compensation.
5. Lead team to manage spare parts inventory in China, including ordering parts from Korean plant and delivering parts to service centers.
6. Lead team to plan and proceed with local sourcing of OEM/ODM product, support NPD projects, pursue profit maximization by surveying raw materials and components, and finding and nurturing suppliers in China which have competitiveness in price and quality.
7. Lead team to ensure new products are qualified in engineering and pass related standards in Korean or Chinese market, drive continuous quality improvement based on the data and information from market to reduce warranty cost and unit failure rate.
8. Cultivate the team, train, inspire, evaluate and assess subordinates.

REQUIREMENT:

？ Bachelor degree in Mechanical, engineering or relevant disciplines
？ With a minimum of 5 - 7 years’ solid working experience in technical / customer service field
？ Fluent speaking and writing skills in English
？ Previous technical service supervisory or coaching experiences are preferred.
？ More than 3 years management experience.
？ Ability to proactively drive technical service and product quality to a higher level required.
？ Ability to work in a multicultural team with a focus on forward-looking, optimistic, pro-active, and ready to work under pressure.

RELATIONSHIPS AND CONTACTS

Direct report to Marketing VP, Kohler China
Dotted-line report to GM 3-brands Sales
-Frequent contacts with end users
-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 Logistics Department

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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