a. Primary Responsibility:
- Responsible for analyzing Field Failure through Field Quality Reports
- Interaction with factory regarding Quality & failure issues
- Preparation of Training Documents for Engineers
- Submitting Failure Trend report to Factory
- Discussing the Failure Trend report with Factory to avoid errors
- Advising engineers on the technical competencies
- Releasing of Technical Documents with field employees
- Interaction point between Factory Engineers and Field Employees
- Approval of Customer returns (CMRA)
- Analyzing Return Trends and suggesting improvements
- Control and check on warranty control costs
- Responsible for Technical competency of Field Team
- Training of Franchisee manpower and improve competency
- Communicate quality and defect control information to all relevant organizational departments, outside vendors, franchisees, staffs, BSM, BSI, Store In-charge and respective Zonal Heads.
- Direct the tracking of defects, test results, or other regularly reported quality and defect control data
- Recruitment & Development of Field Engineers
- Responsible for complete management for Service Engineers which includes Staffing, Motivation and Evaluation.
- Conduct training programs as per the requirement
- Experience
- 3- 5 years in Home Appliances industry
- Educational Qualification
- Bachelor’ degree in Science/ Electrical/ Quality
- Additional Preferences
- Good knowledge of operational issues and must be commercially knowledgeable
- Knowledge of Process implementation and improvement, tracking budget expenses and Call Centre operations management skills.
- Knowledge of turning service operations into a profit center strategic business unit
- Must demonstrate strong communication skills to influence others, deliver presentations, manage conflict and communicate business goal across teams to meet the business goals.
- Excellent in communications & presentations with people leadership qualities.
- Need to recognize and analyze problem.
- Set standards for business solutions.
- Meet business goals through effective problem solving.
- Changing processes to eliminate complaints
- FCR
- Tech FCR
- FTF (First Time Fix)
- SRN / Defective Product Control
- Service Cost Rate (IW Consumption Cost + Repair & Gas Charging Cost)
- RMA Decision TAT (Within 24 Hours) -
- Repeat %
- Safety Concern Closure
- Training Execution
- Based on professional knowledge, should be able to guide the team in problem resolution
- Must identify the problem areas having financial impact and solutions to the management.
- Must have strong communication channels with dealers & distributors.
- Link between Top corporate management & zonal management groups
- Must be able to Communicate & Disseminate their vision to everyone
- Strong capability to professionally guide and motivate the entire team for meeting functional target for meeting functional targets.
- Team development and Capacity building through trainings, coaching and mentoring.
- Person of high integrity, consistent in their work, and who has clear and visible set values; he also demonstrates calmness under pressure in order to effectively lead the product management team even in times of uncertainty.
Email: ngan.huynh@manpower.com.vn
HP: 0789-971-9207 (Ms. Ngân) - Zalo/Viber/Whatsapp