Service Operation Manager
Full-time
sunmi(S)
- Promotion of Service Policies, Processes, and Models: Responsible for promoting the company's service policies, processes, and models within the region, and for collaborating on the development of localized service policies and customized service solution to ensure they meet local market needs and compliance requirements.
- Service Center Development and Operations: Responsible for the establishment and daily management of service centers, including invoice issuance (if applicable), overall supervision and improvement of SLAs (Service Level Agreements), work order data analysis, spare parts planning, settlement management, and customer satisfaction management.
- Authorized Service Provider Development and Management: Responsible for developing, empowering, coordinating, signing contracts, and managing the operations of authorized service providers, ensuring they meet the company's quality and service standards.
- Regional Customer Service Operations Support: Collaborating with the regional sales team to provide customer service support, resolve service issues for regional customers, especially key accounts (KA), and deliver relevant solutions and outputs.
- RMA and Spare Parts Management: Tracking and managing regional customer RMA (Return Merchandise Authorization) orders, DOA (Dead on Arrival) replacements, spare parts plans, and ensuring smooth and efficient service execution.
- Collaboration with Headquarter Service Operations: Coordinating with the headquarters service operations team, facilitating demand alignment, and exploring localized service models to ensure regional services align with the company’s overall operational requirements.
- Collaboration in Customer Service Agreements: Participating in the collaboration and execution of customer service agreements, ensuring the content meets customer needs and aligns with the company's operational standards.
- Quality Issue Management: Responsible for handling quality issues raised by customers, coordinating with relevant departments to resolve them, and ensuring timely and effective solutions.
- Technical and Service Training Management: Overseeing and implementing technical and service training for the local team to ensure that team members’ professional capabilities and service quality meet standards.
- Service Data Analysis and Reporting: Producing regular service data analysis reports, evaluating service effectiveness, and proposing solutions and improvements to enhance the customer service experience.
- Improving Service Efficiency and Customer Satisfaction: Continuously improving local service efficiency and customer satisfaction while reducing service costs through process optimization, quality enhancement, and cost management.
Vacancy posted more than 2 months ago
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