Tire_Customer Service and Training Specialist

Job Description

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

Qualifications

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.

Additional Information

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