Service Network - Assistant Manager

Operation & Performance:

• Set & ensure Department & staff performance meeting KPIs.
• To conduct KPI management for all functions, performance review & reports. Provide action plan for areas require improvements.
• Monitor & enhance processes & procedures (SOP). Develop & simplified service policies & standards.
• Service center, service vehicle, service team attire visual identity.
• Service center contract management.
• Timely monitor service performance, timely feedback issues to relevant parties/department for resolution & improvement.
• Timely tracking & monitor service job activities by service partners.
• Timely tracking & audit service partners’ claims & reimbursement process & progress.
• Respond to service partners, call center, Sales & dealers in a timely manner and follow up to ensure customer’s needs and issues are resolved quickly and to their satisfaction.
• Ensure timely feedback of the processing results of the dispatched workers, analyze & research customer complaints, find out the root cause, and formulate measures to eliminate them to improve the quality of service.
• Communicate with the service partners, end-users, dealers & relevant parties in time to understand the problems that need to be solved, and to track and process the issues in place.
• Establish & maintain good relationships with service partners & to exceed their expectations.
• Strategic plan.
• Competitor benchmarking.

Quality Management

• To conduct KPI management for service partner & suggest improvement plan to service partners on front operation issues.
• To conduct service tracking on pending jobs.
• To identify & develop new service partners. Process service partner recruitment & termination.
• To provide system training to service partners.

Leadership Skill:

• Lead, train & coach staff in the operation.
• Responsible for staff development and nurture an environment where they where they can excel through encouragement and empowerment.

Other Duties As Assigned:

• Establish & maintain good relationships with service partners, call center, other departments, HQD, dealers & customers.
• To support Sales & Marketing activities when required.
• Performs other related duties as assigned.

Job requirements:

• Minimum Diploma / Degree Holder in Business Management, Technical/Engineer or equivalent certification.
• Minimum 3 to 5 years working experience in similar field/industry.
• Relevant working experience in Consumer Electronic industry.
• Good analytical, reporting and presentation skill.
• Training and personnel management skills.
• Possess good command of English, Malay and Chinese.