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Asst Manager/senior Executive, Product Support Cs
3 weeks ago
Position Summary
- You will serves as liaison between Authorized service center, Contact center and HQ team on all technical related matters
- You will be responsible for Product Quality matters
Role and Responsibilities
Service Quality Management
- Monitoring and Reporting of service KPI’s
- Analysis, sharing root cause, improvement plan setup, best practice sharing
- Able to provide minor troubleshooting and assisting on product related issues
- Provide Technical assistance on Samsung Products to our Authorized Service Centre and Contact Centre
- Ensures high level of quality service is achieved so as to enhance Samsung customer experience
- Conduct product training and transfer knowledge to Service Centre and Contact Centre
Quality Monitoring
- Monitoring of product quality
- Sharing insights information, co-worked with factory for improvement plan
- Observe quality issue trend and report to management
- New model status monitoring
- Liaising with HQ and follow up quality related matters
Other Activities
- Support On-site or In-Home Products service/repair activities when required
- Support Service content review, Engineer Motivation
Project Management
- Participating in ad-hoc projects related to service operation
- Follow up on task assignment, coordinate with relevant parties
- Regular update task progress and challenges or opportunities / alternative solution to management
Skills and Qualifications
- At least 3 years’ experience in Mobile Electronics and Consumer Electronics after sales industry and customer centric environment
- Technical and product knowledge with troubleshooting skillset
- Experience on conducting Technical training to vendors
- Experience in data analyzing, produce report and communicating actionable insights to subsidiaries and management
- Good problem solving skills such as prioritization, critical thinking and hypothesis development
- Must be self-motivated, organized, and able to work without direct supervision
- Outstanding multi-tasking and teamwork capabilities
