Technical Executive 技术支持主任 117409

岗位快照

BU: Nespresso

Location: Shanghai

岗位概要

Be responsible for the Technical Operations through the management of the outsourced technical services. Drive continuous improvement of our technical operations in line with customer expectations and key KPIs. Provide general/specific technical trainings to both internal and external skateholders. Able to deeply study on the abnomal interventions, find out the root cause with both theoretical and practical matters, share with HQ team for further continously improvement.                         
                        
 

工作覆盖范围

Manage the outsourced technical services: 
* Ensure sufficient and efficient outsource repair services provided to B2C and B2B customers across the market according to service coverage plan
* Negotiate added value services from outsource partners to increase customer satisfaction 
* Steer the complete process from pick up registrations to returned repairs: control the KPIs determined by Nespresso for the outsourcer (% successful repairs, on time deliveries, repair delays, spare parts availability, loan machine cleanliness and availability, repair quality…) 
* Takes ownership on the end performance of the outsourcer
* Conduct periodically audit of the suppliers and follow up the action plans. Ensure quality of service and the strict follow up of the standard operating procedures agreed with the outsourcers
* Define B2B professional machines maintenance plan for repair centers and support in repair network optmization for better productivity and lower cost

             
Influence customer satisfaction through continuous improvement of our technical services:
* Analyze customer feedbacks after repair
* Ensure gap analyses, decide on improvement actions for the technical services in line with customer expectations
* Involve concerned departments and outsourcer in the improvement implementation process

Ensure the final control and reporting within given deadlines of all technical KPI’s at outsourcer.          

Support technical manageer to ensure management of spare part:
* Ensure all repair centers to record the using of all spare parts. 
* Ensure a timely review of stock level and conduct stock take to verify the accuracy. 
* Set up safety stock and report of stock low products. Ensure spare parts ordering from machine manufactures. 
* Ensure the managment of the failed/broken parts for destruction              

Conduct training and ensure communication to all outsourcers about technical updates to ensure repair capabilities
* Conduct general trainings to all staff for new machnies 
* Conduct specifiic trainings/workshop to CRC staff 
* Specific training preparation and sharing with Zone APAC
* Confuct training to new technicians for both internal and external baesd on the training matrix
* Improve the technicians competence by ensure trainings of technicians according to the training matrix.               

Ensure adherence to company principles, policies and requirements and local laws / regulations including SHE
* Support technical manageer to ensure that the Technical specifications, knowledge about machines, after sales services and guidelines are applied throughout the whole chain, including external after sales partners. 
* Support Audit in Supply Chain warehouse, BTQs & trade corners, support to keep  quality related processes and assure that food safety is kept
* Support techincal manageer to Ensure the flawless implementation of after sales services related Nestle Quality Management System process and safety requirements"                

使您成功的要素

Academic Experience:

• Minimum: Bachelor in technical management or equivalent and/or at least 3 years experience in an after sales service environment
• Project management experience is a must
• Ability to work with clear deadlines
• Focused on continuous improvement 
• Team spirit
• Problem identification and solving
• Good analytical skills
• Travel to outsourcer
• Great interest in Nespresso products
• Good command in English 

Business Experience:
- Management exposure across several functions.
- Machine Management 
- After sales Service.
- Proven track record in delivering results by working with cross-functional teams
- Demonstrated capability to lead projects and change management
- Demonstrated management capability including ability to lead, coach, engage and influence.
 

/51/ZP/LP