Technical Service Supervisor / Trưởng Bộ phân Dịch vụ Kỹ thuật

Duties and responsibilities of the job

The Technical/Customer Services Supervisor is a mature role, and in an overall scheme, this position is expected to assist in establishing a 24/7 call center, and fulfill objectives set by the company for the call center. And, provide representatives from both the call center and field services team with opportunities to expand their knowledge of services, products, and troubleshooting techniques, and focus on improving performance in an effort to better support our DC Tech’s customers.

Responsibilities:

• Building and completing technical procedures, technical regulations, propose and implement improvements.


• Managing and coordinating Technical Services Department; especially for technical services of FDI’s customers and assist upper management to develop a 24/7 Call Center.


• Planning, organizing the activities of technical services before/after sales (Provide technical documents and customer consultation, equipment installation, training, customer guidance: product usage, maintenance, product warranty (equipment history, scheduled monitoring).


• Carrying out customer service quality assessment, and customer complaint analysis.


• Training, coaching, and leading call center representatives as they provide support for customers.


• Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives


• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach team members regarding processes and practices.


• Assisting the management team in identifying trends and establishing call center goals.


• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.


• Manages the field service personnel who perform on-site routine services including installation, maintenance, and repair.


• Oversees the scheduling and training of field service representatives.


• Handles service contracts and directs support services.


• Ensure all customer issues are satisfactorily resolved utilizing engineering, manufacturing, and other teams as needed


• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.


• Other duties as assigned by the Sales and Marketing Manager.

• Integrity, passionate, and self- disciplined.


• High-level communication skills.


• Good command in English.


• The ability to think logically.


• Good understanding with necessary technology, including computers, software applications, phone systems, etc.


• Polite, professional phone voice.


• Age: preferably 28 - 38 years old.


• Bachelor Degree of Technology or Economics (had experiences in Technical Services).


• At least 3 years’ experience in Technical Services Management level or establishing a 24/7 Call Center system. 


• Be able to work under high pressure.


• The ability to manage, leadership, team-work.


• The ability to self-motivate and motivate a team, with conducting proper trainings for the team as well.