Customer Support Service Operation

1. JOB PURPOSE
Summarise in one statement why your job exists; and how it contributes to the overall mission/objective of the organisation.
The Customer Support Service Operation is responsible for delivering the service operation and service network managing function within customer support.
This role holds the accountability for monitoring service quality thru KPI index by all ASPs and CSPs to ensure customer satisfaction on Epson's products, managing and monitoring the ASP/CSP/Call Center service level as well as management compliance.
This role also supports with ad-hoc tasks as directed by RHQ and management, such as providing reports when needed.
2. CRITICAL ACCOUNTABILITIES
Service quality monitoring & service network management
• 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
• Conduct audit and performance review
Call Centre management
• 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
• Conduct audit and performance reviews with the HGS Operation Management team
Manage ASP performance
• Implement audits on ASPs 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 RMAs
Product safety & Compliance
• Ensure all relevant documents and test reports are in order prior to Type Approval application
• Ensure upkeep of Type Approval certificates in Product Certification System
• Ensure all products equipped with radio communication functions comply with local regulations before product launch
• Liaise with SEC to ensure necessary test reports are available for radio communication compliance for submission to local regulatory body
• Conduct monthly product safety update briefing with relevant departments
• Champion product safety lessons learned for continuous improvement
• Conduct regular reviews of departmental policies with Head of Department
ASP Audit
• 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
o Audit ASPs on:
a. Parts usage
Technical capability
Others
• Prepare the monthly KPI report for meetings meeting with the region
• Assist in new product testing, evaluation and type approval process
• Assist in pre-sales activities when required