About the Company
ViewSonic is a world leading visual solutions provider. As an innovator and visionary, ViewSonic keeps the world connected with a portfolio of professional level visual solutions that enhance the way we compute, collaborate, communicate and connect. Our products include monitors, interactive commercial displays, touch displays, projectors, large format displays and virtual desktops.
SUMMARY
ViewSonic is looking for a talent to proactively manage the performance of ViewSonic’s After Sales Operation in the UK and EU markets. This includes providing technical and service support to end customers, Authorized Service Providers (ASPs), and the Sales team as required. To oversee the efficient processing of RMA transactions, including Beyond Economic Return (BER) and Local buybacks processes. Maintain optimal stock levels of finished goods buffer and spare parts at managed local ASPs to ensure that ASPs complete repairs within agreed KPIs and minimize service costs. Utilize Business Intelligence (BI) and Artificial Intelligence (AI) tools to enhance customer experience and operational efficiency.
Essential Duties:
Support the Customer Experience Definition Process
- Identify local customer experience requirements in cooperation with Business Line Managers and Sales.
- Assess warranty terms and service levels of local competition.
- Coordinate the local implementation of warranty terms and service levels with Sales and Service Manager.
Support the ASP Management Process
- Evaluate and propose potential new ASPs.
- Coordinate the setup of ASPs.
- Manage the termination of ASPs.
- Evaluate ASP performance and define corrective action plans.
- Supervise the execution of corrective action plans.
- Coordinate all ASP-related issues during product launches.
Support the ASP Support Processes
- Act as the local customer care team counterpart for ASPs.
- Manage and coordinate the escalation of ASP queries.
- Initiate and perform ASP trainings and audits.
Manage the Customer Service Processes
- Implement and ensure adherence to process policies, objectives, and performance targets (KPIs).
- Define and implement process-related procedures in cooperation with the Service Manager.
- Coordinate the implementation of process-related procedures with ASPs.
- Manage and coordinate the escalation of customer queries.
- Handle and decide on service-related local customer credit requests.
Manage ASP Performance & Cost
- Manage ASP performance against agreed KPIs.
- Manage the turnaround time for customer repairs within the target.
- Manage the monthly repair claims/validations from ASPs.
- Control the stock level of ASP inventory (finished goods buffer & spare parts).
- Handle customer complaints related to managed ASPs.
Leverage Business Intelligence and Artificial Intelligence
- Utilize BI tools to analyse customer data and identify trends for improving service delivery.
- Implement AI solutions to automate routine service processes and enhance customer support.
- Continuously monitor and evaluate the effectiveness of BI and AI tools in improving customer experience and operational efficiency.
Support Customer Evaluation Process
- Support Sales with questionnaires and tenders in cooperation with BLMs.
- Support marketing on customer and press evaluation samples.
- Collect and verify customer specification requirements.
- Verify key account customer evaluation and quality complaints.
Miscellaneous
- Represent the local sales office towards central Service and Customer Experience functions on all related issues.
- Act as quality and reliability manager for the local sales office if required.
- Support product compliance in managed local countries.
Skills/experience required:
Education:
- BA Degree in Business Administration or similar
- Good technical knowledge of LCD or AV (projector and touch panel) products is an advantage
Experience:
- Minimum of 3 years’ experience in IT warranty or after-sales service related activities
- Good knowledge of financial procedures and ability to interpret and process financial information
- Computer literate at an advanced level in word and excel
- Strong customer interface skills
- Excellent analytical and problem-solving skills.
- Understanding of workflow processes
- Strong organisational skills and ability to prioritise workload
- Self-motivated to meet project/operational deadlines.
Language:
Excellent English Language Skills (verbal and written).
Fluent Mandarin required.
Physical Requirements
- Environment: Work under normal office conditions.
- Physical Effort: Work requires the handling of lightweight materials or equipment with no special speed or exertion. May be required to work at the computer for lengthy periods of time.
- Hazards: Negligible. Little or no exposure to hazards.
- Travel: Travel within the Europe may requires
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and requirements.