Hong Kong Service Manager – Service and Repair
Tink Labs is a series-C funded travel technology company based in Hong Kong, with offices in London, Singapore, Paris, Milan, Dubai and Berlin. We are the global leader in hospitality technology with services available in 70 cities around the world, covering 500,000 hotel rooms and has helped millions of global travellers stay connected.
Our flagship product handy is a revolutionary hospitality IoT solution designed to uplift ancillary revenue, guest satisfaction and drive better cost efficiencies for hoteliers. For travellers, handy is the world’s first amenity that combines an in-room guest services platform to interact with hotels and an enabler to hassle-free travel experience.
Through a B2B2C distribution model, our mission is to build the world’s largest tourism ecosystem that covers the entire travel journey: pre-, during, and post-trip, targeting the US$ 1.5 trillion international travel spend wallet through a combination of advertising, commerce, and more.
JOB FUNCTION - Production/Manufacturing/Maintenance/Packaging
INDUSTRY – handsets/hardware
SPECIALIZATION - Service and Repair
ROLE- Service/ Maintenance Engineer/ Manager
The role holder will be heading the worldwide aftersales operation management and complete service operations (end to end from starting call centre to closure) for after sales service of the mobile handset, docking station and any other equipment
Ensuring Service network across the globe for after-sales service as per sales requirement.
Lead overall aftersales operations team, tackle product aftersales service related issues.
Responsible to control the service costs and coordinate the handling of critical & major incidents.
Extract aftersales data, report to higher management to improve the user experience.
Responsible to manage customer relationship and satisfaction (continuously optimize and improve customer satisfaction)
Prepare operation SOPs and improve the standardization, differentiation and pertinence of aftersales service.
Set up the Key Performance Indicator and implementation; assess it base on day-to-day performance management;
Carry out service Channel readiness & development, ensure service operates properly and smoothly align with global Operation strategy and regional scope;
Manage local aftersales teams implementation and monitor local service plans execution base on the service strategy;
Ensure all services delivery cross the countries and regions, (Appointing direct Service Centers/technician as required to meet service timeline. To work on enhancing alternate Service network to meet the future requirement).
Monitoring and handling pending complaints and ensuring closure on time
Ensuring service complaints are attended/resolved as per company service policy timeline.
Planning / Managing spares for all SKUs, maintaining spare stock at each region/service centers/distributors.
Indenting/Forecasting the demand of spare for next 3-6 months considering lead time of spares based on sales quantity and part failure trend)
Getting defective stocks from SF/technicians to ensure spares supply and avoid misuse of spare.
Spare price list and payment collection for out of warranty cases.
Collecting defective stock for replacement cases and generating monthly report for replacement cases.
Reviewing service operations weekly & monthly with service team after generating monthly reports like TAT, MSL , FFR (Field failure report), replacement, def motor...etc & review with concern team on monthly basis.
Co ordination with Sales and Customer Relations team and visiting or liaising with key dist./dealers/manufacturer to resolve their queries related to customer service, repair, stock, replacement, etc.
Customer/dealer feedback and corrective and preventive action for delay cases and generating report monthly for the same.
Product training/service manual to SF team / technicians.
To ensure best possible service operations/SOP/software to be followed for after sales service.
Cost analysis for service operations
Any ad hoc tasks as appointed
8+ years experience in after service care
Degree or MBA qualified, BE/ B.Tech (Engineering) (Electrical, Electronics/ Telecommunication, Mechanical )
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