← Bosch Home Appliances Vietnam
Senior Technician Trainer (Field Service Engineer - Electricity)
Bosch Home Appliances Vietnam · Hồ Chí Minh
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Type
Full-time
Work mode
On-site
Level
Staff
Industry
Engineering / Mechanical
Salary
Thương lượng
Location
Hồ Chí Minh, Hồ Chí Minh, Hồ Chí Minh
Overview
- 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.
Benefits
Training
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