常州招聘

I. POSITION PURPOSE:

Manage China's warranty administration and supplier recovery teams in a manner that is consistent with the achievement of regional targets and global objectives. Will also monitor the performance of the 3^rd party provider of a customer contact center (AGCO Answers) and CSI measures ensuring all financial and customer satisfaction objectives are met.

Personnel Responsibilities

· Management of the Region's Warranty Services strategy and implementation

· Creation and delivery of strategic and task-related presentations as requested by the manager, China Technical Services

· Plan for continuous employee development of all Warranty Services and Customer Satisfaction team members (Foundation Training)

· Resolution of staffing issues including new hires, disciplinary actions, and terminations

· Setting and assigning functional objectives including the measurement, monitoring, and constant review of annual team performance objectives

· Performance enhancement actions required to meet objectives

General Responsibilities

· Coordinate activities between warranty administration and supplier recovery to ensure AGCO's warranty costs are minimized

· Manage the operations of the China Recovery Team ensuring local activities are aligned with Regional and Global Strategies

o Coordination of warranty recovery and parts return activities

o Prepare and submit warranty parts return documents

o Manage credit reversal process

o Manage supplier claims packages

o Negotiation with suppliers for reimbursement of supplier-attributable warranty expense

· Manage all AGCO China warranty activities in accordance with regional and global strategies

o Manage and maintain all AGCO China warranty related publications.

o Manage the claims processing systems for all AGCO China locations.

o Provide for consistent and efficient claims processing in accordance with AGCO Policy and Procedures

o Work closely with Technical Support staff and IT personnel

· Analyze performance and reporting on supplier recovery performance and warranty administration activities and make recommendation for improvement

· Work effectively with dealers to resolve AGCO Answers customer complaints and maintain customer satisfaction

· Provide reporting on department activities for review

· Ensure customer contact center staff is fulfilling the requirements of the 3^rd party agreement

· Actively participate in all China initiatives related to Customer Satisfaction, CSI surveying, and CSI reporting. Ensure functional area involvement is aligned with Regional and Global Strategies.

· Monitor Customer Satisfaction data and provide regional reporting

· Ensure key stakeholders in Field Sales, Field Service, Distribution Development aware of any issues that may have commercial impact

· Consult with Purchasing as required on any issues resulting in negative supplier impact

Operating Budget Responsibilities

· Maintain departmental expenses and headcount within annual budgeted levels for all assigned cost centers

II. MAJOR ACCOUNTABILITY: KEY MEASUREMENT:

· Operating Expenses	· Operate within annual budgets
· Maintain specified staffing at the selected 3PP	· Headcount staffing vs. budget
· Provide superior Customer Satisfaction	· AGCO Customer Satisfaction Index Scores
· Regular Reporting of Activities	· Monthly Reports that includes performance against key metrics as well as Overall Project status and Department Activities
· Administer Warranty Terms and Conditions	· Performance to Budget, dealer satisfaction survey
· Administer AGCO Warranty Policy and Procedures	· Performance to Budget
· Administer and monitor all warranty claims processes	· Dealer Warranty Recovery
· Timely release of Field Campaign and Publications	· Claim Processing Attributes
· Administer Field Campaign Approval and Release Process	· Dealer satisfaction Survey

III. EDUCATION:

§ Degree in an Engineering, Technology or Agricultural Sciences discipline or equivalent experience

§ Advanced Education degree preferred

IV. TRAINING & SPECIALIZED KNOWLEDGE REQUIRED:

§ Strong familiarity with AGCO business environment or similar organization

§ Strong familiarity with internal and external customer population and their needs

§ Knowledge of product design and functionality

§ Strong familiarity with Dealership business practices relating to warranty administration

§ Familiarity with Call Routing Systems (ACD) and Call Center activities

§ Experience working with outside suppliers and/or Third Party Providers

V. EXPERIENCE REQUIRED:

§ Minimum of 5 years experience in a Technical Support environment

§ Familiarity with ACD systems and Call Center management and metrics

§ Accomplished communication capabilities in English and Mandarin (spoken and written)

§ Previous supervisory / managerial experience

§ Strong negotiation capabilities

§ Project Management skills

POSITION LOCATION

§ Position base location is ChangZhou

VI. KEY INTERFACES INTERNAL/EXTERNAL

§ Manager, China Technical Services

§ Vice President, Global Dealer Technical Support

§ Global Supplier Recovery Manager

§ Global Warranty Manager

§ Director, Global Customer Satisfaction

§ Manager China Technical Support

§ Manager China Field Services

§ AGCO Purchasing

§ AGCO Marketing

§ Dealership Management, Sales, Service, Administration Departments

§ AGCO Field Service Managers, District Service Managers

§ 3^rd Party Supplier of AGCO Answers Customer Contact Center services

VII. TRAVEL REQUIRED:

§ Estimate 20% Travel (considering functional staff is located in two locations)

关于爱科集团
美国爱科集团（纽约证交所交易代码：AGCO）是世界领先的专注于农机设备的制造商，致力于农业机械设备的设计、生产和销售。爱科集团一直以提高农业生产力为己任，为用户提供全套的农机产品，包括拖拉机、收获机械、牧草与饲料设备、播种与耕作设备、喷药机、发电机组、谷物仓储和蛋白质业务以及各种配件。爱科集团旗下拥有五大核心品牌：麦赛福格森、维美德、芬特、挑战者和谷瑞，并在140多个国家和地区设立3100多个独立经销商和分销商。爱科集团成立于1990年，总部设在美国乔治亚州德卢斯。2013年，集团净销售额达108亿美元。爱科中国网址：http://www.AGCOcorp.cn

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