Breville is a global leader of innovative small domestic appliances with a focus on growing the brand within China. As a premium brand known for delivering high quality products, services and support this role will be essential to maintaining the same for China.
As a business we believe in dedicating ourselves to our consumer’s needs throughout every step of the pre and post sales journey. Our support philosophy is simple; provide friendly and knowledgeable support with clear and simple solutions to issues. Should repair be needed, our partners and service network must reflect the same values and professionalism as if we are servicing the machines. The Field Service Manager will have the ultimate responsibility to ensure staff and partners are trained on product, capable of completing repairs within SLA, and managing returns and service logistics.
This role will interact regularly with technical teams and managers in Australian and North America. Communication across multiple regions and levels of the business will be critical in addition to a hands-on approach to field work and interaction with direct colleagues and consumers.
岗位职责：
1. Train support and service representatives
o Understand the complete use and technical functionality of Breville products to articulate direct consumer and service-related resolutions.
o Create training material as necessary to help support and service agents successfully troubleshoot product inquiries.
o Make sure support and service teams are training on product prior to launch in market.
2. Create a scalable service network for Breville China
o Create a Service Network scalable for future growth.
o Structure contracts with partners appropriately to maintain required Service Levels.
o Train and support network to ensure aptitude for successful repairs.
o Coordinate service and repair rates
o Work with the accounting team to establish turnaround and payment requirements for claims management.
o Manage and maintain spare parts needs for business and service network.
o Make sure spares parts are ready in market before product launches.
o Constantly strive for perfection in service delivery.
3. Establish a program to manage and reuse our product returns from consumers and selling partners.
o Outline a program to recapture or reuse as much returned product as possible to minimize cost to business.
o Understand applicable laws and regulations regarding refurbishing or redistributing of product within China.
o Work with operations and warehouse team to effectively manage returns as efficiently as possible.
4. Measure & Report
o Create metrics that highlight service, returns and performance management.
o Ensure continuous output in line with objectives. .
o Always be looking ways to improve delivery of customer experience and gauge the performance of the business and brand.
5. Miscellaneous
o Manage all consumer reporting and regulatory dialogue.
Continue to stay updated on requirements and advise the business of coming changes to policy.
o Maintain a complete register of product liability from business inception within existing legal and business protocols.
o Successfully collaborate and interact with subordinates, peers and senior management.
任职要求：
61 At least 5 years of experience managing a field service network
61 Ability to effectively communicate in Mandarin and English.
61 Exceptional leadership and communication skills with the ability to read, write and speak Chinese & English (other languages a plus)
61 Strong computer skills and organization
Strong knowledge of Microsoft Office
Experience with Salesforce (ServiceCloud) or other CRM or service management platforms.
61 Be familiar with consumer regulations and laws for China.
61 Be familiar with small home applications is preferrable
61 Successfully collaborate and interact with subordinates, peers and senior management
61 Willingness to travel – passport required for some international travel.
61 Can do attitude and hands-on approach to field work
61 Prefer and individual with a degree in engineering, business, or technical field of study