Technical Manager

Objective of the position

Be responsible for After-sales Service team & outsourced installation/services of 3rd party, Service/Maintenance Repair Center to provide a high quality service to Clients and Consumers. Lead and manage Technical services team, Service Center and inventory management of spare-part to provide the excellent level of satisfaction to our customers as well as to support the team members for their outstanding performance results.

Description of tasks
- Be responsible for After-sales service team, maintenance service/repair center of South
- Build up the “After- sales service” policy/strategy to align with company business and market’s requirement to improve the level of service offered to Customers.
- Supervise and manage the tickets delivered by After-sales/technicians to make sure the good quality of services and satisfaction of Customers
- Support Call Center function to provide timely technical support to Customers either on site or on call support.
- Coordinate with Purchasing dept to plan spare parts to make sure the Technical team has sufficient stock to replace for Customers.
- Developing technical services manuals as well as service standard level of service.
- Monitor and evaluates the effectiveness of After-sales service operation. Responsible for after sales service representatives. Will supervise within company procedures and refer any company policy issues upward
- Provides hot-line and immediate support of a routine nature. Will refer complex technical queries to Technical Support.
- Provides Technical consultancy Support to North & Central After sales service teams.
- Deals with non-routine inquiries or complex service requests. Keeps statistics for the service team. Has good product knowledge and a sound understanding of customer service capabilities.
- Provides product support and service information to customers and ensures they receive the best possible services. Prepares replies to various service inquiries using standardized formats, dispatches and prepares schedules for the service team.
- Has reasonable product knowledge and some years of experience in a customer-oriented position.
- Attend and handle customers’ complaints on time with high professional manner in order to provide corrective actions or optimum solutions
- Work closely with related parties to ensure smooth After-sales Service operation
- Responsible for inventory management of spare parts and tools kept and handled by the service team
- Other tasks assigned by Service Manager

Education
• University Graduation
• Engineering, Technical background

Experience (type)
• At least 5 years relevant experience
• Preferably in hardware fittings, Home Appliances or Sanitary
• Services Management

Other requirements
• “Can do” and “customer is always right” attitude
• Leadership & problem solving skills.
• Management Skills
• Good people management skills with ability to inspire, guide and coach individuals
• Great attention to detail, highly organized yet able to see the “big picture”
• Work independently and under high pressure
• Good presentation, interpersonal and communication skills.
• Dynamic, self-confident, hard and smart working
• Good command of English
• Computer literate (good skill in Microsoft Office software, Excel, Words, PowerPoint).
• Organizational and designing skills.
• Very good in communications skill, negotiation & organization skill, leadership and interpersonal skill
• Strong learning capability and problem solving skills. Hard working.
• Fast reaction. Data record Management
• Willing to travel within Vietnam (if any)

- Quarterly bonus, 13th payment salary, Yearly bonus
- Premium Healthcare Package
- 17 Annual leave days

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