TireCustomer Service and Training Specialist
TireCustomer Service and Training Specialist
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Job Description
Warranty
Ensure that inspection for tires returned under warranty meets Corporate Technical Customer Service standards.
Lead implemention of autometed complaint handling process.
Create complaint data records in warranty related systems
Support warranty handling technically to Sales Reps.
Take action according to the critical result of the complaint escalation to Central TCS and claim compensation.
Monitor competitors warranty program
Report defined Warranty KPI Monthly Quarterly and Annually
Technical product services
Ensure that timely and competent technical support for Technical Sales Rep. and dealers is provided by local CS organizations in line with the specific local requirements.
Ensure that collaboration with Marketing on Extended Warranty program and take necessary actions.
Ensure feedback and consulting for local Sales & Marketing organization in technical questions/aspects.
Respond to technical inquiries from consumers by telephone voicemail and email
Support implementing efficient consumer touch point measures.
Deliver trainings and presentation to external and internal customers (products tire technology etc.
Provide onsite fieldengineering support in warranty and technical service aspects
Manage CS actions to minimize product liability risks in line with Corporate product integrity guidelines.
Support OE testing team for preparation/ of the driving test for marketing communication purpose
Product performance monitoring
Develop and execute annual Product Performance Monitoring plans in line with Japan market and APAC policies.
Provides analysis evaluation and reporting of market complaint data.
Provide relevant tire samples and information into the Corporate early warning processes.
Evaluated/summarized performance reporting vs. competition and market requirements and update the database tool.
Training
Develop and update training module for external customers and internal employees Sales Reps and Central Order Desk particularly.
Prepare deliver and take satisfaction questionnaires internal / external training
Manage internal / external training administration: Communication / Schedule management / Training Statistics /Issue training recognition
For B2B and B2C: Plan and create a short video to be uploaded on social media or appropriate online platform
Qualifications :
BA od BS degree or above ; Major in Business or Engineering or other relevant major
Good in English and Japanese communication
35 years of experiences in tire industry (customer service management/support product management)
Participation in department and function development projects Proposal to optimize the process
23 years of leadership experience in oversea operated company or potential to show leadership ability call center management experience is prefered
23 years of leadership experience in oversea operated company. Excellent in open communication.
Additional Information :
CV (Rirekisho) in Japanese and CV (Work Experience) in Japanese/English are required.
Ready to drive with Continental Take the first step and fill in the online application.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
