Customer Service Engineer (Printer/photocopier)

1, Partner management:
• Implement audits on Authorized Service Partner (ASP) to ensure compliance to Epson ASP processes and procedures.
• Conduct periodic visits to ASPs to evaluate their image and professionalism.
• Ensure achievement of repair and service KPI (eg. Response Time, Repair Time, TAT)
• Prepare and submit daily and monthly report on ASP performance and pending Return Merchandise Authorization (RMA)
• Conduct periodic audits on ASPs to ensure compliance to service processes and policies.
• Implement audit and incentive programs to drive service quality by Epson Service Partners
• Evaluate partner performance.
• Work with partner for performance enhancement
2, Service planning
• Review the service performance.
• Make plan to improve service level.
3, System & process
• Propose improvements to operation processes for optimisation of resource utilization.
• Implement an efficient RMA monitoring process for team (utilize Ganesha to reduce manual monitoring of pending cases)
• Manage and coordinate incoming repair jobs to the workshop and training, maintaining a record of all incoming repairs.
• Ensure repair jobs are completed within TAT.
4, Call centre support
• Check and follow up daily on calls pending over at assigned ASPs
• Monitor Call Centre team performances closely, ensuring all KPI metrics are achieved
• Facilitate close cooperation with internal the CS Team and Sales Team to resolve customer's issues / enquiries
5, Technical support (for office printer) - Preferred not a must
• Provide prompt technical and service support to our ASPs and customers.
• Technical issues resolved promptly to drive efficient service delivery.
• Be proactive in obtaining counter measures from ESP on chronic technical issues