Job Description
Customer Support Manager - Southeast Asia (90K–130K) (SDG-60055)
ผู้จัดการฝ่ายสนับสนุนลูกค้า - เอเชียตะวันออกเฉียงใต้
<Job Responsibilities>
Channel Development
- Manage International Performance Rewards Program (PRP) within designated AOR
- Administration of Distributor and Service Dealer agreements
- Identification and appointment of distributors and or dealers to ensure AOR coverage
- Develop time table for renewal of agreements and schedule for performance evaluation as required for the International PRP
- Coordinate channel training needs (E-Learn) with regional Training Manager to meet the International PRP metrics
- Coordinate with respective AOR channel partners to develop their’ business plans, utilize Channel & Aftermarket Programs Manager and other Allison functions as required
Technical Support
- Provide technical and product support advice to the channel customer support personnel and follow-up with Indy Service Group for resolution/answer
- Ensure the regional office and channel has maintained a complete set of the current service literatures (such as Service Manual, Parts Catalog, SILs, TPPLs, GCDLs, WATCH and Tech Data, etc.....)
- Distribution of technical information/update to channel members
- Timely collection and compilation of Monthly Service Reports
- Timely escalation and reporting of product issues to Regional HQ and Indy Service Group
- Organize regional First Line Product Support meeting or training
- Conduct regular customer support visits to key customers
Sales Support
- Work with Regional Sales team to understand business plan and customer product needs
- Utilize customer visit opportunity to follow up on other business related issues such as potential orders, competitive situation, stock situation
- Assist in customer meetings / training as required
Warranty Administration
- Administration of regional AWAARE System
- Conduct regular review of channel AWAARE input and maintain a full understanding of the warranty situation of the region
- Provide training or support to the channel on AWAARE system issues or update
- Regular reviews of channel warranty labor, travel mileage, landed cost marked-up rates
Regional CPIT Support (where applicable)
- Active member of the Regional CPIT Team and work with the Regional PQM to perform data-mining of the regional warranty data for analysis
- Implementation of required irreversible corrective actions as determined by the Regional CPIT Team
Aftermarket Support
- Assist Regional PDC (ATSWTC) staff to review channel members technical enquires on service parts and follow-up with Indy Service Group for resolution/answer
- Support the planning of Regional Aftermarket Parts forecast, new initiatives to increase revenue opportunity of channel and competitive equalization programs
<Necessary Skill / Experience >
- Thai nationality, Male/ Female 30 - 45 years old
- Bachelor’s Degree or minimum a Technical Diploma in Automotive or Mechanical Engineering
- 5 years’ experience within the Automotive industry in sales/dealer management
- 5 years’ experience as an engineer or mechanic
- Strong analytical skills
- Able to travel frequently on short notice
- Good business acumen
- Ability to work alone without supervision
- Self-motivated and takes initiative
- Proficiency in English language (written and verbal)
- Understand local language technical terminology (Automotive Engineering)
<Preferable Skill / Experience>
- Experiences as Field Engineer
- Experience with Warranty for automotive parts
- Have exposure to Southeast Asia market (Vietnam)
- Willing to work extended hours if needed to coordinate with regional, global offices
- Strong organizations skills and disciplined work ethic
- Good people and team-building skills
- 3–5-years experience working in the local commercial vehicle industry (fire truck, bus, haulers, big trucks, vans)
- MBA will be an added advantage
Languages skills
English: Conversational Level
Japanese: None
Workplace Area: Bangkok
Working Hour 8:30-17:00(Monday - Friday)
About the Benefits
Salary: 90,000–130,000THB
About the company
Products: American manufacturer of commercial duty automatic transmissions and hybrid propulsion systems.
Business Type: Machine Parts;Automobiles / Automobile Parts
ผู้จัดการฝ่ายสนับสนุนลูกค้า - เอเชียตะวันออกเฉียงใต้
<Job Responsibilities>
Channel Development
- Manage International Performance Rewards Program (PRP) within designated AOR
- Administration of Distributor and Service Dealer agreements
- Identification and appointment of distributors and or dealers to ensure AOR coverage
- Develop time table for renewal of agreements and schedule for performance evaluation as required for the International PRP
- Coordinate channel training needs (E-Learn) with regional Training Manager to meet the International PRP metrics
- Coordinate with respective AOR channel partners to develop their’ business plans, utilize Channel & Aftermarket Programs Manager and other Allison functions as required
Technical Support
- Provide technical and product support advice to the channel customer support personnel and follow-up with Indy Service Group for resolution/answer
- Ensure the regional office and channel has maintained a complete set of the current service literatures (such as Service Manual, Parts Catalog, SILs, TPPLs, GCDLs, WATCH and Tech Data, etc.....)
- Distribution of technical information/update to channel members
- Timely collection and compilation of Monthly Service Reports
- Timely escalation and reporting of product issues to Regional HQ and Indy Service Group
- Organize regional First Line Product Support meeting or training
- Conduct regular customer support visits to key customers
Sales Support
- Work with Regional Sales team to understand business plan and customer product needs
- Utilize customer visit opportunity to follow up on other business related issues such as potential orders, competitive situation, stock situation
- Assist in customer meetings / training as required
Warranty Administration
- Administration of regional AWAARE System
- Conduct regular review of channel AWAARE input and maintain a full understanding of the warranty situation of the region
- Provide training or support to the channel on AWAARE system issues or update
- Regular reviews of channel warranty labor, travel mileage, landed cost marked-up rates
Regional CPIT Support (where applicable)
- Active member of the Regional CPIT Team and work with the Regional PQM to perform data-mining of the regional warranty data for analysis
- Implementation of required irreversible corrective actions as determined by the Regional CPIT Team
Aftermarket Support
- Assist Regional PDC (ATSWTC) staff to review channel members technical enquires on service parts and follow-up with Indy Service Group for resolution/answer
- Support the planning of Regional Aftermarket Parts forecast, new initiatives to increase revenue opportunity of channel and competitive equalization programs
<Necessary Skill / Experience >
- Thai nationality, Male/ Female 30 - 45 years old
- Bachelor’s Degree or minimum a Technical Diploma in Automotive or Mechanical Engineering
- 5 years’ experience within the Automotive industry in sales/dealer management
- 5 years’ experience as an engineer or mechanic
- Strong analytical skills
- Able to travel frequently on short notice
- Good business acumen
- Ability to work alone without supervision
- Self-motivated and takes initiative
- Proficiency in English language (written and verbal)
- Understand local language technical terminology (Automotive Engineering)
<Preferable Skill / Experience>
- Experiences as Field Engineer
- Experience with Warranty for automotive parts
- Have exposure to Southeast Asia market (Vietnam)
- Willing to work extended hours if needed to coordinate with regional, global offices
- Strong organizations skills and disciplined work ethic
- Good people and team-building skills
- 3–5-years experience working in the local commercial vehicle industry (fire truck, bus, haulers, big trucks, vans)
- MBA will be an added advantage
Languages skills
English: Conversational Level
Japanese: None
Workplace Area: Bangkok
Working Hour 8:30-17:00(Monday - Friday)
About the Benefits
Salary: 90,000–130,000THB
About the company
Products: American manufacturer of commercial duty automatic transmissions and hybrid propulsion systems.
Business Type: Machine Parts;Automobiles / Automobile Parts