Service Network & Customer Experience Lead

Role Description:

The Service Network Coordinator is the first point of contact for direct customers in the region (excluding machine contracts) and is responsible for filtering requests based on the type of intervention, competence (product, technology), complexity, and priority. They schedule interventions in coordination with the Service Manager using advanced PLANNING systems. The coordinator collaborates with Service Sales colleagues to meet customer requests while keeping the Regional Manager Tiles informed. They play a key role in the growth of NETWORK skills, identifying talents, nurturing their growth, and fostering independence.

• Be the Customer Advisor: Serve as the primary point of contact for direct customer service requests, efficiently filtering and responding based on intervention type, technical complexity, and priority.

• Orchestrate Service Excellence: Skillfully plan and supervise technical assistance, smart service, and maintenance interventions (ordinary/extraordinary), coordinating resources from SACMI personnel or third-party partners using advanced planning systems.

• Drive Network Development: Play a key role in developing our technical network's capabilities, identifying and nurturing talent, and empowering personnel to achieve autonomy and excellence in their roles.

• Strategic Collaboration: Partner closely with Service Sales colleagues to align service delivery with customer needs and collaborate with the Technican Manager and Specialists to define and implement structured training plans that enhance network skills and talent.

• Ensure Quality & Compliance: Uphold the highest standards of service quality and ensure all interventions are meticulously reported for customer communication, accurate billing, and collection management.

• Fuel Business Growth: Proactively encourage customers to explore new business opportunities and solutions.

• Team Leadership (if applicable): Manage your team's objectives, performance, and skill development, providing essential support and guidance.

• Maintain Operational Awareness: Keep the Installation Manager informed on site progress within the region, coordinating local technicians as required.

Key Performance Indicators (KPIs) You'll Influence:

• Technician saturation

• Intervention costs

• Team skill matrix development

• Service/upgrade revenue

• Proven Experience: Demonstrated success in a service coordination, technical support, or similar role within a fast-paced, customer-centric environment.

• Technical Acumen: Advanced technical competence, enabling you to effectively understand and address complex service needs.

• Project Management Savvy: Strong project management skills to plan, execute, and monitor service interventions efficiently.

• Valid Driver's License: Possess a valid B1/B2 driver's license with a proven clean driving record.

• Inspiring Leadership: (If applicable to team management) Proven leadership or team leadership abilities with a knack for fostering growth and collaboration.

• Exceptional Communication: Fluent in English and proficient in at least two other languages (specify if there are preferred languages like Vietnamese, Chinese, Italian, etc.) for effective communication with diverse stakeholders.

• Foundational Sales Skills: Basic sales acumen to identify and explore new business opportunities with customers.

BENEFIT

• Base salary up to 35 million VND/month.

• 13th-month salary and KPI-based bonuses: Ensures competitive income, rewarding your efforts and contributions.

• Social insurance paid on full salary: Rest assured with long-term benefits and policies.

• Health and accident insurance up to 300 million VND: Comprehensive protection against all risks.

• Impactful Work: Contribute to the core operations of a leading company, directly influencing customer satisfaction and network efficiency.

• Growth Opportunities: Be part of a team that values continuous learning and professional development, with clear pathways for skill enhancement and career advancement.

• Collaborative Environment: Work alongside a dedicated and supportive team in a dynamic, international setting.