Department: Service Department – China
Report to: National Service Manager, PRC
Location: Shanghai

Job Description

Responsibilities

1. Lead a team to provide a good service to end users who goes to the service hub
2. Ensure good quality and safe product is returned to the end user after repair.
3. Make the spare parts forecast of hub to ensure the stock of hub is kept at a health level as well as providing a quick repair to customer.
4. Manage the routine service activities of ASC to ensure ASC is following the service standard which is published by company.
5. Provide the necessary and effective support to ASC to help them improve the service level with black & Decker.
6. Work with group quality coordinator to handle the quality issue which is feedback by end user, ASC, dealer etc..
7. Work with ASC coordinator to handle the customer complaint and implement the engineering change notice of service.
8. Implement the service project which is planned by HQ to improve the brand image of Black & Decker.
9. Be responsible the KPI of service for the region
10. Monthly report to HQ for the service activities.
11. Communicate with local customer understand the customer’s requirement and feedback to management.

• Degree in Electrical/Mechanical Engineering
• 3-5yrs working experience in Customer Service with at least one year repair center management experience.
• Strong communication skills with customer
• Strong analytical skills and proficient in written communication (Chinese & English)
• A good leadership ability
• A good concept of Customer Service.
• Be familiar with office software.
• Good English Language skills