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
- Setup standard operation procedure and its management to align actual operation with the standard 
- Purchase order management (ASC, Supplier etc)
- ASC (After-sales Service Center) assessment, development
- Risk factor diagnosis and its prevention
- 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:
- Develop long/short term service program and its operation
- Enhance ASC capacity and quality
- Evaluate the performance of ASC and enhance the program by regular (or irregular) monitoring
 
Spare Parts Management :
- 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
- Maintain spare parts availability and estimated use updated based on the latest information
- Manage spare parts purchase order and direct communication for its schedule adjustment to supplier
 
Technical Support: 
- Continuously monitor the quality of machines
- Provide trouble-shooting guideline (if available) and escalate into management and HQ for improvement
- Find and apply solution or improvement plan in cooperation with HQ and related functions
- Lead to put improvement plan in place (re-work, update and etc)
- Data analysis and publish technical report