Repair Delivery Manager
惠普公司
- 公司规模：500-1000人
- 公司行业：计算机服务(系统、数据服务、维修) 计算机软件
职位信息
- 发布日期：2013-09-05
- 工作地点：北京
- 招聘人数：若干
- 学历要求：本科
- 语言要求：英语
普通话 - 职位类别：客服经理(非技术) 售前/售后技术支持经理
职位描述
Repair Delivery Manager
Description:
As repair delivery manager, lead a group of people to achieve best in class customer experience with industry leading cost structure and highly engaged employees/supporting functions/partners, as well as grow service business aggressively.
? Lead the team to develop and manage repair service partners, and build up a robust outsourcing foundation with top competitive suppliers in China service market.
? Lead the team to help repair service partners to develop a competent service management team, with effective functions to manage delivery effectiveness, technical capability and repair quality, service selling.
? Manage repair service partners to locate and setup service shops or authorize service points across country. Make sure the location is most convenient for customers’ walk-in repair, the design and decoration follow HP’s guideline, and the cost is effective.
? Make sure repair service partners are with effective service folks recruitment/training/development mechanism, with competitive service team, and with appropriate low and stable attrition rate.
? Keep monitoring employee satisfaction status of repair partners and take actions to influence or manage the problems that impact employee satisfaction.
? Manage day to day repair service delivery performance, handle performance issue, motivate outstanding performers, and improve service delivery quality management system continuously.
? Understand customers’ experience and expectation though customer behavior analysis, competitor study, market study and etc. Take quick actions to mitigate customer expectation gap and improve customers’ experience in cost affordable way.
? Engage with sales team of various customer segments and various regions, handle promptly service quality issue, process and policy issue, customers‘ requirements beyond standard in-warranty scope.
? Develop service selling capability of repair partners, monitor and manage daily selling activities/ selling management mechanism/ selling reward mechanism/promotions and exhibitions.
Qualification
? >5 years repair service delivery management experience in IT related industry
? Be with rich partner or supplier management experience
? Be with maturity & un-compromised integrity
? Diligent, accountable and keep commitment
? Fluent in English reading, writing and speaking
? Outstanding performance or strong track record is preferred
? More than 3 years of customer service direct experience is preferred
? Be with good project management, data analysis, quality management, service selling management experience are preferred
Description:
As repair delivery manager, lead a group of people to achieve best in class customer experience with industry leading cost structure and highly engaged employees/supporting functions/partners, as well as grow service business aggressively.
? Lead the team to develop and manage repair service partners, and build up a robust outsourcing foundation with top competitive suppliers in China service market.
? Lead the team to help repair service partners to develop a competent service management team, with effective functions to manage delivery effectiveness, technical capability and repair quality, service selling.
? Manage repair service partners to locate and setup service shops or authorize service points across country. Make sure the location is most convenient for customers’ walk-in repair, the design and decoration follow HP’s guideline, and the cost is effective.
? Make sure repair service partners are with effective service folks recruitment/training/development mechanism, with competitive service team, and with appropriate low and stable attrition rate.
? Keep monitoring employee satisfaction status of repair partners and take actions to influence or manage the problems that impact employee satisfaction.
? Manage day to day repair service delivery performance, handle performance issue, motivate outstanding performers, and improve service delivery quality management system continuously.
? Understand customers’ experience and expectation though customer behavior analysis, competitor study, market study and etc. Take quick actions to mitigate customer expectation gap and improve customers’ experience in cost affordable way.
? Engage with sales team of various customer segments and various regions, handle promptly service quality issue, process and policy issue, customers‘ requirements beyond standard in-warranty scope.
? Develop service selling capability of repair partners, monitor and manage daily selling activities/ selling management mechanism/ selling reward mechanism/promotions and exhibitions.
Qualification
? >5 years repair service delivery management experience in IT related industry
? Be with rich partner or supplier management experience
? Be with maturity & un-compromised integrity
? Diligent, accountable and keep commitment
? Fluent in English reading, writing and speaking
? Outstanding performance or strong track record is preferred
? More than 3 years of customer service direct experience is preferred
? Be with good project management, data analysis, quality management, service selling management experience are preferred
公司介绍
惠普（HP）公司成立于1939年，是一家业务运营遍及全球170多个国家和地区的高科技公司。我们致力于探索科技和服务如何帮助人们和企业解决其遇到的问题和挑战，并把握机遇、实现愿景、成就梦想。我们运用新的思想和理念来打造更简单、更有价值、更值得信赖的技术体验，不断帮助客户改善其生活和工作方式。
惠普（HP）是全球最大的信息科技（IT）公司之一。我们提供广泛的基础设施和商业产品，从手持设备到世界上最强大的超级计算机，一应俱全。我们为消费者提供了一系列广泛的产品和服务，从数码摄影到数码娱乐，从计算产品到家用打印。这一全面的产品组合让我们能够针对客户的特定需求，提供合适的产品、服务和解决方案。在截止至2007年10月31日的2007财年中，惠普（HP）的营业额达1043亿美元，在2007年美国财富500强中排名第14位。
更多详细信息，请登陆:http://www.hp.com/go/job
惠普（HP）是全球最大的信息科技（IT）公司之一。我们提供广泛的基础设施和商业产品，从手持设备到世界上最强大的超级计算机，一应俱全。我们为消费者提供了一系列广泛的产品和服务，从数码摄影到数码娱乐，从计算产品到家用打印。这一全面的产品组合让我们能够针对客户的特定需求，提供合适的产品、服务和解决方案。在截止至2007年10月31日的2007财年中，惠普（HP）的营业额达1043亿美元，在2007年美国财富500强中排名第14位。
更多详细信息，请登陆:http://www.hp.com/go/job