Monitor and track field service activities end to end including turnaround time, parts request, parts usage, repeated repair, onsite scheduling, customer feedback and process compliance. May require to make outbound calls to customer when needed to validate the info provided by vendors.
Support Service Delivery Manager (SDM) in analyzing root cause for exceptional incidents and performance issues, define corresponding action and executing and tracking actions to drive for performance improvement.
Prepare regular reporting and analysis (daily, weekly and monthly) for Service Delivery Manager’s review and for vendor’s action. (e.g., Open Cases Report, Field Service Performance Analysis, Customer Satisfaction Survey Analysis, Unusual activities report, vendor compliance report, etc.).
Manage and track escalations from Field Service vendors or escalations from other parties related to Field Service.
Hold regular meetings with vendors for business reviews, forums and ad hoc discussions.
Conduct vendor training for new vendors.
Job Requirements:
Minimum 2-5 years of direct experience on Vendor Management.
Knowledge in PC technology, MS Windows and common applications in Windows.
Strong proven skill in using Excel Pivot Table and Excel formulas for data analysis. Knowledge of SQL, MS Access, Qlik Sense and Power BI is an advantage.
Interpersonal savvy and proactive.
Case management combined with technical skills or VMO experience with a technical background is an added advantage.
Able to work in a TEAM environment and willing to contribute to achieve company’s objective.
With either one job experience below:
Technical support
Case management
Excellent and effective communication skills at all levels - written and verbal.
Must be fluent in English & Vietnamese OR English & Thai language.