南京招聘

BASIC FUCTIONS

As the manager of Technical & Customer services for the 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:

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


RELATIONSHIPS AND CONTACTS

? Reports to Director- Business development, China
? 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

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