Tire_Customer Service and Training Specialist

Warranty

▪Ensure that inspection for tires returned under warranty meets Corporate Technical Customer Service standards.
▪Lead implemention of autometed complaint handling process.
▪Create complaint data records in warranty related systems
▪Support warranty handling technically to Sales Reps. 
▪Take action according to the critical result of the complaint, escalation to Central TCS and claim compensation.
▪Monitor competitor's warranty program
▪Report defined Warranty KPI Monthly, Quarterly and Annually

Technical product services
▪Ensure that timely and competent technical support for Technical Sales Rep. and dealers is provided by local CS organizations in line with the specific local requirements.
▪Ensure that collaboration with Marketing on Extended Warranty program and take necessary actions.
▪Ensure feedback and consulting for local Sales & Marketing organization in technical questions/aspects.
▪Respond to technical inquiries from consumers by telephone, voicemail and e-mail
▪Support implementing efficient consumer touch point measures.
▪Deliver trainings and presentation to external and internal customers (products, tire technology etc.)
▪Provide “on-site” field-engineering support in warranty and technical service aspects
▪Manage CS actions to minimize product liability risks in line with Corporate product integrity guidelines.
▪Support OE testing team for preparation/execution of the driving test for marketing communication purpose

Product performance monitoring
▪Develop and execute annual Product Performance Monitoring plans in line with Japan market and APAC policies.
▪Provides analysis, evaluation and reporting of market complaint data.
▪Provide relevant tire samples and information into the Corporate early warning processes.
▪Evaluated/summarized performance reporting vs. competition and market requirements and update the database tool.

Training

▪ Develop and update training module for external customers and internal employees, Sales Reps and Central Order Desk particularly.
▪ Prepare, deliver and take satisfaction questionnaires internal / external training
▪ Manage internal / external training administration: Communication / Schedule management / Training Statistics /Issue training recognition
▪ For B2B and B2C: Plan and create a short video to be uploaded on social media or appropriate online platform

・ BA od BS degree or above ; Major in Business or Engineering or other relevant major 
・ Good in English and Japanese communication
・ 3-5 years of experiences in customer service management/support, product management 
・ Participation in department and function development projects, Proposal to optimize the process
・ 2-3 years of leadership experience in oversea operated company or potential to show leadership ability, call center management experience is prefered
・ 2-3 years of leadership experience in oversea operated company. Excellent in open communication.

CV (Rirekisho) in Japanese and CV (Work Experience) in Japanese/English are required.

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