Senior Specialist - Field Service & Quality

Arcelik

Arcelik (Bangkok)

Bangkok

Bangkok, Thailand 🇹🇭

Arçelik Hitachi Home Appliances was established as a joint venture between Arçelik A.Ş. and Hitachi Global Life Solutions, Inc to manufacture, sell and provide after-sales services of Hitachi branded home appliances including refrigerators, washing machines, vacuum cleaners globally (outside of the Japanese market). Arçelik (a multinational household appliances manufacturer that employs over 40,000 people worldwide and operates in 48 countries, and 28 production facilities in 9 countries with 12 brands such as Beko and Grundig) acquired 60% ownership in the new company while Hitachi Global Life Solutions, Inc. continues as a 40% shareholder of the company. Operationally based in Bangkok, Thailand, Arçelik Hitachi Home Appliances has two manufacturing and nine sales companies in APAC&ME region. Through this joint venture, both companies have combined their expertise in other key areas such as R&D, procurement and production systems to optimize the joint venture's global supply chain and strengthen its competitive positioning in the market.

Customer Service

Manufacturing and Production

Industrial Machinery and Equipment

Engineering

About this position

The key role in Arçelik Hitachi Home Appliances (Headquarters) to improve Customer Quality, Field service quality, after sales service level of Sales Companies located in 9 different countries.

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Responsibilities

• Monitoring and Analyze KPIs globally to indicate good performances and including provide consistent service to customers.
• Functioning as a bridge between the subsidiaries/direct customers and factories globally for product base corrective actions.
• Act as a solution partner for highlighting, filtering, prioritizing and tracking the subsidiaries/direct customers information making regular meetings with subsidiaries &factories.
• Controlling & Analyzing and approving warranty expense and service expense budget of Arçelik Hitachi sales companies with the consensus of related business head.
• Creating guidelines and standards for processes to enable an effective and lean operation across markets.
• Developing service training strategies and policies in term of Field service & quality.
• Maintaining systems in use for receiving quality problems from sales companies.
• Developing and managing a process for providing technical documentation to the field for different plants.
• Improving and managing all defined actions in global after sales service organizations of sales companies.
• Day to day communication with service team of Arçelik Hitachi sales companies, supporting them to resolve issues or improve operation furthermore.
• Ensure effective usage of communication channels in the process, collaborate with all subsidiaries and ability to build cross-functional relationships.

Requirements

• Bachelor's degree or higher in any related field
• Preference engineering background
• Minimum 5 years’ experience with Customer quality, after-sales service/spare part and able to handle technical documents.
• Knowledge to know more about call management, field service management, spare parts operations, and customer experience development management.
• Strong communication skills, logical thinking.
• Self-Motivated and positive attitude.
• Excellent verbal and written skills in English, Japanese is plus
• Experience using Spare Part Ordering System is a plus

Benefits

Huneety A.I Salary Estimate
40,000 - 65,000 THB per month

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