Job Summary

Oversees Technical Services Team by ensuring achievement of outputs-based requirements through efficient work systems, and strategic planning and implementation of departmental objectives. Improves and enhances the customer experience by addressing customer concerns relative to company products or services, and attains key performance indicators.

Duties and Responsibilities

1. Develops service procedures, policies and standards;

2. Delivers a comprehensive service to enquiring customers and addresses customer concerns in a timely manner;

3. Oversees the daily operations of the customer service department;

4. Compiles data to make assessments of the department’s progress and coordinates with upper management to find ways to achieve customer service objectives;

5. Keeps accurate records and document customer service actions and discussions;

6. Recruits, mentors, and develops customer service personnel and nurtures an environment where they can excel through encouragement and empowerment;

7. Ensures the implementation of the established Risk Management, Process Improvement, and Customer Satisfaction Improvement controls and measures and utilizes assets to achieve qualitative and quantitative targets;

8. Monitors, tracks, controls, and records inventory of product parts;

9. Ensures that technical service quota is achieved;

10. Maintains an orderly workflow according to priorities and policies;

11. Makes customer service accessible by accrediting and evaluating service centers nationwide and communicates with them regarding company products and services;

12. Updates service center records and communicates with Marketing Department for information dissemination;

13. Coordinates with the Top Management, HR, Department Heads and Process Owners in addressing and following through raised Incident Reports and Non-Conformance to established procedures and policies;

14. Practises 5S in daily in the work area and maintains good housekeeping in the workplace;

15. Safeguards/protects the company’s image.

Academic Qualifications and Experience

Must possess at least Bachelor’s Degree in Engineering (Industrial/Electrical/Electronic or Mechanical); must have at least (5) five years of managerial experience leading customer and technical service team.

Required Knowledge and Skills

1. Has a strong background in good housekeeping, process improvement and output monitoring;

2. Adept in the documentation of policies, work processes and procedures;

3. Detail-oriented, organized and systematic;

4. Excellent in active listening and negotiation skills;

5. Ability to effectively manage interpersonal relationships in all departments of the company; ability to work in a team-fostered and multi-tasked environment;

6. Excellent verbal and written communication skills;

7. Excellent decision-making, strategic thinking, highly effective and results-oriented;