Job description:
About FOTILE:Come Join Our Team! FOTILE, a leading international manufacturer of High-end Kitchen Appliance. FOTILE is, China's most successful high-end kitchen appliance manufacture, with 16,000+ employees, 19 production lines, 4 assembly plants, 4 factories, 116 branch offices, 26 German IF awards, 22 Red Dot Awards, Sales in 30 countries, and over 43% market share of the Chinese high-end kitchen appliance market. FOTILE is the choice of appliance for over 17 million families around the world.
Job Responsibilities:
Work closely with 3rd party technicians, customer service team, logistics team, and product team to achieve annual KPI goals, including but not limited to NPS Goals& In-Home Service Satisfaction Rate.
Work with the company's internal service team to offer comprehensive after-sales technical support and assistance to FOTILE valued customers.
Cultivate and sustain robust relationships with external technicians and installers, becoming their primary point of contact for technical inquiries and support.
Provide guidance and training to external technicians, empowering them with the skills and knowledge needed for precise product installation.
Assist in troubleshooting technical issues, swiftly and efficiently resolving customer concerns.
Ensure that installation standards consistently meet or exceed stringent quality and safety guidelines, while continuously identifying opportunities for enhancement.
Collect Information on installed user end feedback to the headquarters service manager on a monthly basis.
Collaborate closely with the Service Supervisor to formulate and execute strategies to enhance after-sales service and overall customer satisfaction.
Analyze the number of accessories for a repairer in the warehouse and send accessories needs application report in time.
Responsible for managing refurbished vendors making sure all SOPs were followed and coordinating the resale of refurbished products.
Participate in the new product installation process analyzing projects, finishing tools, and installation environment research and sending corresponding output or professional advice for the whole installation process.
Keep up with nationwide and local industrial compliance updates and improve/revise internal service processes accordingly in a timely manner.
Collect and meticulously analyze data related to service performance, identifying trends and areas for improvement.
Prepare regular reports detailing service activities, including status updates and key performance indicators.
Other duties as required.
Qualifications:
Proficient in both Mandarin and English required.
Associate degree or above in an engineering-related field preferred.1- 3 years of relevant tech support and troubleshooting experience preferred.
Knowledge of basic plumbing and electrical skills Preferred.
Collaborative team player, a quick learner with a process improvement mindset.
Hands-on problem-solving ability, excellent interpersonal and communication skills.
Multiple tasks while sticking to deadlines, strong work ethic, and attention to detail.
FOTILE is an Equal Opportunity Employer and supports and enforces a drug-free workplace. EOE/AA:M/F/D/V
