Service Quality Specialist

Responsible for planning and implementing technical training for after-sales service personnel and providing technical support to the nationwide dealer network. Ensuring the quality and expertise of the technical team at dealerships to enhance customer satisfaction. Assisting in handling warranty issues and technical complaints to achieve service KPI targets.
A. MAIN DUTIES:
1. Training Activities
• Survey needs, plan, and implement technical training for personnel at automobile, motorcycle authorized dealers according to the SSQS training program.
• Develop and promulgate copper paint repair procedures, productivity, norms, and professional skills of technicians.
• Ensure training is effective and of high quality, aligning with company objectives.
2. Technical Activities
• Participate in developing and issuing processes, regulations and standards related to service operation at the dealers.
• Control body and paint repair operations at the dealers.
• Management of technical support activities, documentation, and Body & Paint repair experience.
• Develop a training plan to enhance the capacity of body and paint technicians at dealers.
• Support and develop value-added service about car care service for dealers.
• Providing guidance and support to dealers to resolve technical issues.
3. Customer Service & Complaint Handling
• Coordinate and respond promptly and effectively to customer inquiries and complaints.
• Ensure the provision of high-quality repair and maintenance services and enhance customer satisfaction and service retention.
4. Mentoring colleagues: Guiding team members on the knowledge and skills needed to perform the job.
5. Interdepartmental Collaboration
• Coordinate with other departments to support after-sales strategy.
• Contribute to company-wide initiatives as required.
6. Compliance and Risk Management
• Ensure compliance with relevant laws, regulations, and internal policies.
• Monitor risks and proactively implement corrective actions.
7. Performance Evaluation and Improvement
• Periodically assess the technical capabilities of dealers.
• Implement productivity and quality improvements to increase customer satisfaction.
8. Others: Perform additional tasks assigned by the Team Leader, Department Head, and Service Manager.
=> Report to: Service Manager