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| Position |
Customer Support Supervisor |
| Company Info |
A Fortune 500 American company,established a new plant in TEDA. |
| Responsibilities |
MAJOR PURPOSE:
Supervises/monitors support staff in providing complex assistance to
customers, channel partners, and Company personnel on product related
inquiries. Interprets customer support policy and make decisions for the
mutual benefit of John Deere and the customer in a call center environment.
MAJOR DUTIES: Description of the major duties performed in this job.
* Manages the customer support function and provides guidance and direction
to staff to ensure customer satisfaction.
* Plans and coordinates resources and budgets to achieve driving metrics for
various processes.
* Establishes quality standards and implements continuous improvement
projects to achieve these standards.
* Advises on complex and major technical problems and coordinates their
investigation in the field.
* Provides direction and development of training material to staff, channel
partners and company personnel.
* May participate in problem resolution functions such as Early Detection
Problem Resolution (EDPR) and recall programs. Participation may include
team leadership responsibilities. |
| Requirements |
1. Fluent English and communication skill
2. Mechanical background and knowledge of design, engineering, and manufacturing, relevant product (Gear Box) is preferred
3. Understanding of Customer Support Process, dealers, product and customer service with customer interaction regarding products,
parts, and services.
4. Trouble shooting skill and work independently
5. Can accept business trip |
| Update |
2014-09-26 |
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