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← Bosch Home Appliances Vietnam

Senior Technician Trainer (Field Service Engineer - Electricity)

Bosch Home Appliances Vietnam · Hồ Chí Minh
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Loại hình
Toàn thời gian
Hình thức
Tại văn phòng
Cấp bậc
Nhân viên
Ngành nghề
Kỹ thuật / Cơ khí
Mức lương
Thương lượng
Địa điểm
Hồ Chí Minh, Hồ Chí Minh, Hồ Chí Minh

Tổng quan

  • Develop Training Plans for Vietnam Customer Service (25%)
  • Improve overall product knowledge, technical troubleshooting capabilities, field technician competencies, and workshop repair skills.
  • Share technical and product knowledge within the Customer Service team.
  • Deliver training on new products and technologies.
  • Update service teams on technical information received from factories.
  • Compile and maintain training records for Vietnam Customer Service.
  • Ensure Technical Knowledge is Collected, Shared, and Analyzed (30%)
  • Support field service technicians and service partners with complex repair cases.
  • Support customer complaints, product issues, VIP customers, and urgent service requests.
  • Collaborate with Regional and Headquarters Product & Technical teams regarding product issues.
  • Manage Critical-To-Safety (CTS) processes and share learnings with relevant Customer Service functions.
  • Support Sales Business Activities (10%)
  • Support Project Sales through site inspections and installation assessments.
  • Provide technical support to Retail Sales teams, kitchen dealers, and end customers.
  • Support Call Centre Operations (10%)
  • Provide technical training and support for call centre agents.
  • Develop simplified troubleshooting guides to help agents resolve customer issues over the phone.
  • Monitor and Audit Service Performance (15%)
  • Regularly monitor and audit field technicians, workshop technicians, call centre agents, customer service teams, and customer-facing functions.
  • Assess troubleshooting capability, diagnosis accuracy, repair quality, service attitude, and onsite challenges.
  • Provide feedback and reports to the Field Service Manager and Customer Service Manager.
  • Support New Technology & System Implementation (5%)
  • Lead and support the implementation and rollout of new technologies and systems for Vietnam Customer Service operations.
  • Compliance (5%)
  • Ensure compliance with all company processes, procedures, policies, and standards.

Quyền lợi

Đào tạo

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