Position Summary
Role and Responsibilities
Responsibilities
This position is responsible for Operation improvement in CE service team by, set up service activity to support sale team with initiative project for Installation, maintenance, Commissioning and Air con Spare part sale To communication & Collaboration Service activity
Job Description
1. [CE Service network Management]. 29 Branches under 14 Owners, 400 Service Staffs
- To monitor and improve the Service process alignment with HQ guideline, and local market (CE BU) requirement.
- To improve service coverage including service quality turnaround time.
- Analyzed service network coverage benchmarking with competitor.
- Set up new dealer service in weak area.
- Audit to service center & control service quality by Global standard and Service Operation KPI.
2. [Service center Improvement]
- To deployment of Global Guideline for Standard CE service center including to innovation system to tracking repair status & Visibility to customer & relate team for reduce gap of service process.
- KPI monitoring and feedback to service center with solution.
- Regular meeting with service center owner to review their business service performance.
3. [Sale Support]
- To Manage AC Community to support AC Biz For 1. Product Knowledge 2. Spare sale location & Channel improvement
- To Coordinate with Government for implement AC installation certificate by Government
- Provide Special service to support Dealer MT & B2B
4. [Training /CE after sale service Improvement]
- To conduct training to service center staff for CE service process by establishment of training guideline and roadmap align to required competency.
5. [Sale Collaborate]
To be promptly response on sale VOC, collaboration project, including onsite visit to Key dealer to get customer VOC to support or improve service operation
Job Qualification
1. At least 5 years of working experience in the Customer Service/After-Sales Service field
2. Great customer service skills and experience with on-site delivery of exclusive service to customers
3. Communication in Thai and English – able to effectively communicate in a professional, diplomatic, empathetic, and tactful manner using the preferred method and level as applicable to the job.
4. Ability to work on-site independently and as a team
5. Results Orientation – proven ability to set and exceed established targets and willing to go the extra mile to ensure Customer Satisfaction.
6. Ability to work in a multi-cultural environment.
7. Flexibility to multitask, prioritize, and manage time effectively without compromising deadlines
8. Adaptability to Change – able to be flexible and supportive, react swiftly to, and able to positively and proactively assimilate change in a rapid growth environment.
9. Systems & Software – proficient level of knowledge of Microsoft Office and/or relevant position software programs.
Skills and Qualifications
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