Customer Service Engineer (Printer/photocopier)

1, Partner management:

• Implement audits on Authorized Service Partner (ASP) to ensure compliance to Epson ASP processes and procedures.

• Conduct periodic visits to ASPs to evaluate their image and professionalism.

• Ensure achievement of repair and service KPI (eg. Response Time, Repair Time, TAT)

• Prepare and submit daily and monthly report on ASP performance and pending Return Merchandise Authorization (RMA)

• Conduct periodic audits on ASPs to ensure compliance to service processes and policies.

• Implement audit and incentive programs to drive service quality by Epson Service Partners

• Evaluate partner performance.

• Work with partner for performance enhancement

2, Service planning

• Review the service performance.

• Make plan to improve service level.

3, System & process

• Propose improvements to operation processes for optimisation of resource utilization.

• Implement an efficient RMA monitoring process for team (utilize Ganesha to reduce manual monitoring of pending cases)

• Manage and coordinate incoming repair jobs to the workshop and training, maintaining a record of all incoming repairs.

• Ensure repair jobs are completed within TAT.

4, Call centre support

• Check and follow up daily on calls pending over at assigned ASPs

• Monitor Call Centre team performances closely, ensuring all KPI metrics are achieved

• Facilitate close cooperation with internal the CS Team and Sales Team to resolve customer’s issues / enquiries

5, Technical support (for office printer) – Preferred not a must

• Provide prompt technical and service support to our ASPs and customers.

• Technical issues resolved promptly to drive efficient service delivery.

• Be proactive in obtaining counter measures from ESP on chronic technical issues

• Strong experience in service planning, operation process.

• Proven ability to work with Partner, provide training, and manage their performance.

• Strong analytical skills and identify areas for improvement.

• Excellent communication skills in both English and Vietnamese.

• Good excel skill.

• (Prefer) Previous experience in customer service and technical support for office printers.

• (Prefer) Familiarity with office printer products and their functionalities.