Customer Support Service Operation

1. JOB PURPOSE

Summarise in one statement why your job exists; and how it contributes to the overall mission/objective of the organisation.

The Customer Support Service Operation is responsible for delivering the service operation and service network managing function within customer support.

This role holds the accountability for monitoring service quality thru KPI index by all ASPs and CSPs to ensure customer satisfaction on Epson’s products, managing and monitoring the ASP/CSP/Call Center service level as well as management compliance.

This role also supports with ad-hoc tasks as directed by RHQ and management, such as providing reports when needed.

2. CRITICAL ACCOUNTABILITIES

Service quality monitoring & service network management

• 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

• Conduct audit and performance review

Call Centre management

• 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

• Conduct audit and performance reviews with the HGS Operation Management team

Manage ASP performance

• Implement audits on ASPs 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 RMAs

Product safety & Compliance

• Ensure all relevant documents and test reports are in order prior to Type Approval application

• Ensure upkeep of Type Approval certificates in Product Certification System

• Ensure all products equipped with radio communication functions comply with local regulations before product launch

• Liaise with SEC to ensure necessary test reports are available for radio communication compliance for submission to local regulatory body

• Conduct monthly product safety update briefing with relevant departments

• Champion product safety lessons learned for continuous improvement

• Conduct regular reviews of departmental policies with Head of Department

ASP Audit

• 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

o Audit ASPs on:

a. Parts usage

Technical capability

Others

• Prepare the monthly KPI report for meetings meeting with the region

• Assist in new product testing, evaluation and type approval process

• Assist in pre-sales activities when required

3. SKILLS AND KNOWLEDGE

EDUCATIONAL QUALIFICATIONS

• Bachelor’s Degree/ Diploma in Electronics or Computer Engineering and Management.

RELEVANT EXPERIENCE

• Minimum 3 years of experience in service operations/ service network management

• Minimum 3 years of experience in experienced in coordinating with Technical team

PERSONAL CHARACTERISTICS & BEHAVIOURS

• Good communication skills

• Ability to engage and motivate people and teams to achieve targets

• Ability to monitor individual and team performance and to address performance issues on a team and individual basis

• Good project management skills

• Innovative thinker with the ability to problem-solve

• Hardworking and patient

• Honest, discreet and with a high level of integrity

• Analytical with attention to detail, operating to a high degree of accuracy

• Strong commercial and strategic acumen

Computer literate (MS-Words, Excel, PowerPoint)