Technical & Quality Assistant Manager

Location Bien Hoa City, Vietnam
Job reference 10783
Job type Permanent
Consultant email
Consultant contact no +84 28 39110950 - 118
Date posted Apr 15, 2021
1. Key responsibilities:
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
b. Subject Matter Expert (SME):
  • 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
c. Team Management:
  • 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  
2. What distinguishes you:
  • 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
a. Performance Skills:
  • 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
b. Key Performance Indicators (KPIs):
  • 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
c. Competencies:
  • 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.

HP: 0789-971-9207 (Ms. Ngân) - Zalo/Viber/Whatsapp