Direct Report to
- Technical Manager
 
Main Purpose of Job
- Provide full technical support in machine related consumer/customer services to ensure the business continuity and satisfaction of our product and service.
Make sure to keep the quality of machines stable and consistent by continuous monitoring of complaints and issues and react accordingly based on clear root-cause identification.
 
Job Description

ASC (After-Sales Service Center) Operations in B2B/B2C category:

- Routine operations: KPI management, observe daily capabilities and flexible allocation.

- Purchase order management (ASC, Supplier etc.).

- Risk factor assessment and prevention actions

- Provide qualified service in accordance with Nespresso service standard.

Customer Satisfaction:

- Analyze customer voice and establish mitigation plan against various customer needs or requests.

- Engage a whole journey of repair process and find the external customer after-sales expectations.

- Continuously monitor and put actions in place to reduce the after-sales service complaints.

- Specifically enhance after-sales programs.

A/S Related Program Operations:

- Routine operations

- Evaluate the performance of ASC and enhance the program by regular (or irregular) monitoring.

- Enhance ASC capacity and quality to run existing and future program.

Spare Parts Management:

- Manage spare parts purchase order and direct communication to supplier.

- Maintain spare parts availability and forecast based on the latest consumption.

- Safety stock management for the spare parts to prevent OOS(Out Of Stock).

- Inventory management for the spare parts under both consignment and buy-and-sell structure.

Technical Support:

- Quality management of the machines.

- Troubleshooting support by sharing technical guidance to related functions.

- Data analysis and publish technical report.