After Sales Technical Support-Air Conditioner Supervisor

3 semanas atrás


São Paulo Brazil, BR IEST Group Tempo inteiro

Technical Support Supervisor After Sales Technical Support-Air Conditioner

Onboarding: PJ


Job Description


1. Responsible for professional and timely AC technical support to call center agents, service assistance technicians, dealers, users, service network and spare part team

2. Create or adapt training materials, including but not limited to FAQ videos, PPTs and other format of training materials

3. Make yearly training plan, and provid trainings to call center, service assistance, dealers,including but not limited to theoretical or practical trainings; on line or offline trainings

4. Increase call center online solution, reduce NDF and RRR

5. When suspective quality problem happens, cooperate closely with quality team for analysis and solution

6. Make and optimize fault tree and solution tree to standardize defective and repair information

7. Make technical material easily available, accurate, easy understanding to who may require it,including but not limited to spare parts BOM, User Manual, Service Manual, Technical Change sand Training Materials


Position Requirement

1. Relevant work experience in air conditionor after sales technical support or R&D, good at training, materials developing, priority given to with experience in leading AC companies

2. Have strong customer orientation, service awareness, and sense of responsibility

3. Have excellent logical thinking, innovative thinking, adaptability, cost risk awareness, and pressure resistance, good communication skills and teamwork

4. Possess goal awareness and orientation, proactive and self driven in work, strong execution capability, and pursue excellence5. Full-time Bachelor's degree or above

6. Proficient in applying computer tools to make and share materials; data analysis

7. Language: English


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Setor: Suporte Técnico Supervisor de Suporte Técnico Pós-Venda - Ar Condicionado

Contratação: PJ


Descrição do Trabalho

  1. Responsável por fornecer suporte técnico profissional e oportuno para ar-condicionado aos agentes do call center, técnicos de assistência de serviço, concessionárias, usuários, rede de serviços e equipe de peças de reposição.
  2. Criar ou adaptar materiais de treinamento, incluindo, mas não se limitando a vídeos d e perguntas frequentes (FAQ), apresentações em PowerPoint (PPT) e outros formatos de materiais de treinamento.
  3. Elaborar um plano de treinamento anual e fornecer treinamentos para o call center, assistência de serviço e concessionárias, incluindo, mas não se limitando a treinamentos teóricos ou práticos; treinamentos online ou presenciais.
  4. Aumentar a solução online do call center, reduzir NDF (Não Definido) e RRR (Retorno de Reparo).
  5. Quando ocorrer um problema de qualidade suspeito, cooperar de perto com a equipe de qualidade para análise e solução.
  6. Criar e otimizar árvore de falhas e árvore de soluções para padronizar informações sobre defeitos e reparos.
  7. Tornar o material técnico facilmente disponível, preciso e de fácil compreensão para quem possa precisar, incluindo, mas não se limitando a lista de materiais de peças de reposição (BOM), Manual do Usuário, Manual de Serviço, Mudanças Técnicas e Materiais de Treinamento.


Requisitos da Posição

Experiência relevante em suporte técnico pós-venda de ar-condicionado ou P&D, com habilidades em treinamento e desenvolvimento de materiais; prioridade para candidatos com experiência em empresas líderes de ar-condicionado.

Ter forte orientação ao cliente, consciência de serviço e senso de responsabilidade.

Possuir excelente raciocínio lógico, pensamento inovador, adaptabilidade, consciência de risco de custo e resistência à pressão, além de boas habilidades de comunicação e trabalho em equipe.

Ter consciência e orientação para metas, ser proativo e autodirigido no trabalho, com forte capacidade de execução e busca pela excelência.

Graduação completa em nível de Bacharel ou superior.

Proficiência na aplicação de ferramentas de computador para criar e compartilhar materiais; análise de dados.

Idioma: Inglês.



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