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Regional Service Network Specialist
2 weeks ago
**Résumé du poste**
Working within the Customer Satisfaction team, the Regional Service Network Specialist will be responsible for Service Partner management, monitor and improve service partner performance in South East Asia and Oceania region.
**Rôle et Responsabilités**
**Repair Speed Management**:
- Daily / Weekly / Monthly repair speed monitoring
- Repair pending trend monitoring, root cause analysis
- Identify common failure reasons, set up improvement plan and execution rate with Subsidiaries / relevant person in charge
- Responsible for Long Term Pending and First Time Fix KPIs
- End to end repair process improvement / guideline setup
- Analysis of end to end repair process from repair receiving Pending management Repair In Progress Repair Completed Delivered to customer to maximized productivities and comply with policy
- Review and analyse process which impact to repair speed performance such as VOC, Product Return, Service Centers Parts Operation etc.
- Communicate with HQ for issue highlighted or Best Practice
**Service Engineer Management**:
- Training management
- Monitor individual engineer repair authorization, highlighted list of engineers who need to attend RA / new models training courses
- Guide Subsidiaries technical support team to monitor RA (Repair Authorization Ratio)
- Communicate with HQ for performance / reporting issues
- Support Subsidiaries for training system (SBA) issues
- Follow up with Subsidiaries technical support for new models readiness (Training sets, Training schedule, FAQs etc)
- Engineer motivation program
- Setup regional motivation program criteria guideline
- Discuss with Subsidiaries person in charge to finalized program by each Subs including incentive / penalty if there is any
- Monitoring evaluation and incentive pay out
- Regular Service field engineer feedback about program efficiency and setup improvement plan
- Annual Engineer Certification Program
- Schedule / details plan / Award setup, get agreement from all Subsidiaries
- Review / finalization All products questionnaire.
- Submit approval to each HQ GBM to release
- Consolidate and finalized results
**Project Management**:
- Leading or 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**
- Preferred Minimum 3-5 years of related to Partner / vendor management or process innovation experience
- Solid experience in analyzing operational performance data and communicating actionable insights to subsidiaries and management
- Proven track record of developing and implementing plans to achieve business goals with clear and measureable metrics
- Experience with leading project teams located in different countries remotely is a plus.
- Experience with data visualisation tools (Tableau, Qlikview) and experience with SAP is a plus