Job Description

Technical Services Manager, APAC

Singapore, Singapore, Singapore | Posted: Jul 13, 2023

Purpose of this role is to ensure functionality of core Customer Service and Technical Service business processes, (IT) applications and workflows, as well as continuous development of these, in close alignment with Customer Service management. Within the company the role is critical interface into various departments to ensure market feedback is shared and considered for relevant business functions.

Teaching of product, service, process, or application knowledge to CS employees; Lvl3 product support; Product complaint coordination incl. escalation of emerging risks; Coordination of Technical Service processes, systems, providers; Owner- & Stewardship of Customer Data; Support of CS Management reporting activities; Support in core teams of projects.

Focal point of this role is managing our Technical Service business operations, made up of outbound and inbound operations. Outbound operations to provide product repair services to customers (B2C, B2B). Inbound operations to facilitate efficient recovery of returned devices.

In your role you are responsible for supporting, managing, monitoring, or auditing the inhouse and external organisations involved in the operations as well as the underlying business processes, applications, or data. To achieve your targets, you coordinate and participate in cross-functional activities, being a core interface to PLM, R&D, SQ, CS, Complaint Management, Logistics, and more.

Regional responsibilities,

Ensure local service operations towards consumers

• Providing Product Repair Services to customers (B2C, B2B), i.e. technical repair or replacement processes, including Refurbishment operations
• Ensure high customer satisfaction, accounting for consumer expectations per local market and per product category
• Managing service providers to conduct our regional technical service operations

o Operational setup guaranteeing high and consistent output quality while ensuring cost efficiency

o Governance of operational performance KPIs, e.g. NPS, CSAT, TAT, In-warranty volume, Non-warranty volume, product defect rates, refurbishment recovery rates, and more

o Compliance with relevant official regulations for consumer warranty services

Global responsibilities, are shared with Technical Service managers for the regions, they ensure global standards for e.g. workflows and documentation, internal collaboration with other departments or participation in product development projects

• Create script and routines for auditing internal and external service providers
• Create technical disassembly/assembly instructions, ensuring compliance with work safety regulations for employees
• Processes to ensure speedy turnaround time of critical feedback / critical samples to SQ and R&D
• Define Technical Service requirements for launch and end-of-life activities
• Define service type per product (e.g. Repair, Replace, Reprocessing, Refurbishment)

Requirements:

• Bachelor\xe2\x80\x99s Degree in Electrical Engineering
• Superior level of customer- and service orientation
• Strong analytical and critical thinking skills
• Advanced proven skills in deploying and administrating customer service IT-systems
• In-depth understanding of Consumer Electronic product markets
• In-depth understanding of business functions and roles, their interdependencies and requirements
• 5-10 year in Customer Service / Technical Service in Consumer Electronic industry
• Experienced in coordinating technical service operations
• Experienced in leading project teams to ensure scoping and completion of deliverables according to project- and cost-plans
• Experienced in managing internal stakeholders to ensure objects are achieved

Jace Wang Jing Lin, R1113653, #AJW

EA no 16S8107

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