Responsible for the efficient and profitable operation of the service department while ensuring a high level of customer satisfaction. This position manages fiscal and operational activities efficiently within the department and organizes and supervises all service activities in the coverage area according to company guidelines. Advises and makes recommendations to the COO with the best interest of the service department.Customer satisfaction and retention Service organization motivation and performance Employee satisfaction and retention Achievement of targets set by company management. Operating expenses and activities within the approved budget. Warranty and goodwill decision within approved level as set by the company. Manages operation activities as listed below :Field service and repair of machines and equipment. Workshop service and repair of machines and equipment. Reconditioning and manufacturing of components. Preparation for new and used equipment. Warranty repairs. Safety program. Compliance with environmental regulations. Ensures workshop (layout, flow and process, staffing) are equipped according to manufacturer’s requirement and standard, necessary shop tools and equipment are available and maintained in good order. Ensures that service literature, instruction manuals, catalogues and factory communications pertaining to the service department are properly maintained, current and brought to the attention of service personnel when appropriate. Cooperation with the sales department in evaluating used equipment for trade-in, performing of emergency service work, and assisting in setting up equipment at shows, exhibits, conventions and demonstrations. Supports the parts department with parts recommendations to ensure that the necessary parts are available so to provide timely service to customers. Maintain discipline of personnel within company policy, in areas of workshop housekeeping and field service practices, including termination, if necessary. Develops repair methodologies, reviews and manages job flow (work order process) to maximize the effectiveness, efficiency and customer satisfaction of the service functions. Assigns tasks to employees, trains employees in appropriate methods of repairs. Provides coaching necessary to develop diagnostic, safety, clean, efficient and effective high quality work to ensure repairs are completed in a timely and correct manner. Manages and judges warranty claims from both technical and commercial views. Participates in major claims dispute, discussion and decision with customers and manufacturer, analyses warranty and goodwill expenses and develops an improvement plan whenever appropriate. Examines quality issues and manages a product quality reporting process, communicates possible improvements to product support team and/or manufacturer. Develops and maintains service organization in conjunction with human resources, written job descriptions covering all functions of the service department Employee performance review at least annually with each employee in the service department. Conduct salary reviews at least annually for each employee. Conducts regular meetings with service department personnel to compare performance with standards and goals. Evaluate and authorize service standards and procedure Establish service department objective, plans, budget and policies Monitor and develop performance of service team Built Communication and Correspondence with principal Developing and maintaining good relationship with customer Monitor and control manpower Productivity Customer satisfaction index will remain above average based on CSI Index. • Achieve service revenue target • Must not exceed expenses set in Department's Budget • 100% of all MIO updating will be complete by the designated due date • Employee Satisfaction Index (ESI) min 65% based on ESI survey. • First response time within 2 hours. • Actual response time within 48 hours. • Service Redo rate (0%). • Machine arrival inspection is completed within 5 days after arrival date. • 100 percent of all product updates (campaign) will be completed by the “designated due dates”. • 100 percent of all CSA periodic maintenance services will be completed by their “due dates”. • Staff turnover of less than 5 percent. • Out of warranty machines CSA Penetration Rate = 30%. • New sold machine CSA Penetration Rate = 70%. • Excess visit ratio is less than 2%. • 100% TSB submission rate (2 TSB/technician/month). • 100% TSB approval rate.
Prepare daily/monthly sale plan Find and contact new customers to promote and sale products Follow up and coordinate with customers’ order Improve/Develop daily work with creative idea Achieve the goal/target of sale Assist in delivery order Cash collection from customers according to term agreement Making sales report and participate meeting Handle customers complain Execute the selling life cycle (Customer Inquiry, Negotiation, Deal, Delivery on Time Payment) Cooperate with related department Other task assigned by manager