Head of Global Customer Care (GCC) - Jakarta

Kewajiban

• Handle with local team all warranty topics as a second level support concerning our Medium Voltage switchgears and Vacuum Circuit breakers
• Defining with local team site activities by remote support, dispatching of technicians to customer site and on site product training
• Establish and maintain a network of relevant partners and report directly to the global GCC Head
• Plan, execute, develop product installation and operation trainings for internal & external customers
• Utilize capacity of the GCC team and insurance of balanced workload with always with respect to Health & Safety
• Control related KPI’s for better performance tracking and continuous improvement of products and processes to related departments
• Perform reporting position KPIS (Manpower Assignment, Budget, Customer Satisfaction, e.g.) to the Global GCC Management
• Together with the global GCC Head, ensure the implementation of QM&GCC strategy on Indonesia
• Follow customer satisfaction level at the stages of training and service activities
• Escalate to the Quality Management in case of critical topics as well reporting the cases to the Global GCC Head
• Work on continuous improvement measures on the products and services with the Operation and R&D Team