[VNG]Warranty & Maintenance Specialist

Mã vị trí: 22-MS-0732
Nơi làm việc: Tp.Hồ Chí Minh
Lương: Thỏa thuận

Mô tả công việc

  • WMS leader will be responsible for day-to-day management of warranty across all our customer
  • Incident, problem, request management and continuous improvement as a key member of the Customer Experience team and the wider Customer Operations function, whilst collaborating with your peer group, each of whom leads teams of MSP and our partner supporting our customers
  • Continuous process improvement to reduce warranty claims in line to meet business objectives
  • To implement, measure adherence of and report Aftersales warranty, support standards across all our service
  • Be responsible for the Analysis and assessment of Warranty, Maintenance & Support data
  • Manage warranty, maintenance & support operations so they are scalable for future business growth, expand local partnership for deploying warranty, maintenance and support service
  • Responsibility to provide regular updates of all Warranty Metrics to Senior Management team supported by a clear reporting of the management of warranty cases ‘by exception'
  • Day to day management of team members who are direct reports to Warranty Manger to meet committed departmental objectives and deliverables
  • Responsible for the reporting the current position, planning and management of WMS's budget

Yêu cầu

  • A bachelor degree
  • 3+ years of experience in support manager position
  • Well-presented and strong ambassador of the brand values
  • Ability to think strategically whilst ensuring day to day operation objectives are met while maintaining a clear focus and direction
  • A team player who is willing to support others and adopt a flexible approach
  • Ability to maintain the very highest levels of attention to details even when under pressure
  • Strong Leadership skills
  • ITIL qualification or awareness of the ITIL processes and ticket systems such as ServiceNOW, Atlassian, TOPdesk, SysAid…
  • Minimum 3+ years’ experience with a proven track record of managing business warranty, maintenance and support systems
  • Experienced in OEM Warranty management, project management, influencing key stakeholders and creating substantial outcomes
  • Ability to interpret and analyse complex numerical and financial data
  • Ability to influence and engage at all levels to order to maximise Aftersales voice of Customer
  • Able to balance daily operational requirements with longer-terms strategic focus
  • Proactive mindset that designs creative solution to strategic and tactical challenges
  • Ability to manage time effectively and clearly prioritise tasks for self and team in a dynamic and change-oriented environment
  • Nurture and maintain good working relationships with customers, colleagues, and third-party companies
  • Ability to follow complex procedures in a safe and accurate manner
  • Ability to line management or coaching of technical Apprentices and professional Engineer
  • Project Management or Continuous Improvement experience is desirable
  • Major Incident Management