Senior Engineer-Customer Service

Job Profile

Job Title : Senior Engineer

Division/ Department : Customer Service

Reporting Supervisor : Chief Manager – Service (Domestic & Marine)

Job Titles of Direct Reports : No Direct Reports (Co-work with Sv-PIC : Domestic & Export Service In-charge) 

Minimum Qualifications : Diploma/ BE/B-Tech

Preferred/Desired qualification : Mechanical / Automobile Engineering

Specific experience : Min. 2 years of handling after Sales activities or similar Data

Overall experience : 3-5 years 

Job Purpose

Coordination with Sv-PIC & GO+RO PP Sv for Market Information Systems Update; Monthly presentations & reporting to RO & GO on ongoing KPI. Coordination with Field Team for Monthly activity review against KPI / Target, create and maintain One Drive data for Annual activity data, year on year. Manage CRM Portal / EWI Portal for Service aspects. Monitor UIO, CR Ratio, Svc Coupon Redemption Ratio, Service reporting in Workshop & Svc Camp, Trained Manpower, Use of Subsidy Vehicles, Planning & monitoring Activity of Refurbishing used products for resale, Allocation of Budget for Svc Promotional events etc.

Key Responsiblities

 Establish / Create KPI monitoring Tool by MS Excel / Microsoft Forms / One Drive for multiple activities conducted by Field Team.

 Plan & conduct monthly PDCA for pre-planned activities for Field Team to support them in achieving their KPI in line with GO & RO Direction.

 Monitor CRM Portal for VoC, Operator skill-up for handling Service Calls, conduct D-CSI, Prepare & Analyze UIO Data, Channel Network, Customer Registration ratio, Service Coupon Redemption ratio, Door-step Svc & Workshop Svc reporting, Trained Technician data etc. 

 Monitor promotion of refurbished products to compete with cheap Chinese products to sustain Honda market share. Plan & onboard Dealers in Key markets with visibility of stocks in satellite towns to quick movement of stocks. 

 Record, Maintain and reply all kind of Customer Complaint (Advocate Notice/Consumer forum & Legal complaints.

 Explore to upgrade systems and/or prepare APK for cross-functional data sharing across multiple platforms; Create New Application for MIS & DMS Automation through outsourced Developers. 

 Coordination with CRM Portal Back-end team for Bug fixation

 Coordination with TI-Svc for Dealer issues related to CRM / ERP / Svc Coupons / Svc Reminders / Svc Camps / D-CSI / B-CSI / refurbishing used products for resale.

 Information sharing with Marketing Division (AM, RM, HO-Mktg., HO-Svc & Steering Committee) on MIS.

 Information sharing with GO & RO on monthly updates on KPI for Service Deptt. with Variance & Countermeasure. 

 Planning of Budgeted Expenses for each financial year to conduct all assigned activities. 

 Develop new & co-ordinate with existing Suppliers for cost effective & timely procurement of Deliverables.

 Capex & Opex Buying Justification to management and procurement after approval.

 Apply best industry practices in his/her role with change management.