Employer: Lenovo Japan, LLC (Dispatched to Motorola Mobility Japan)
Work location: Akihabara UDX (Tokyo); (3 onsite and 2 remote days in a week could be applicable)
Smoking: Not allowed in the office, but smoking room is available in 5th floor of Akihabara UDX
Employment condition: Permanent Staff (Probation period: 6 months)
Expected salary: Depending on the current salary and experience, we would make our decision
Overtime allowance: Not applicable (B8)
Working hours: 9:00-17:45 (Rest time: 1 hour (12:00-13:00))
Holidays: Saturday, Sunday, national holidays, year-end holiday, established anniversary day, special holiday, and compensatory holiday
Social insurance and benefits: Comprised of Pension, Health, Unemployment and Worker's Accident Compensation, Defined-contribution pension, property accumulation savings, Lenovo employee group life insurance, etc.
About the organization and team
Lead service operation for Japan motorola business as a member of Adia pacific motorola Team.
Manage all key operation such like repair, Contact center and e-support and satisfy all customers, telecom carrier, Distributer, enterprise and consumers.
- No. of Subordinates: 0
- Number of Peers: 1 (JP)
Role
Manage motorola repair operation in Japan.
- Understand telecom carrier’s requirement and promote to set up repair process with related teams.
- Build good relationship with service dept of telecom carriers
- Solve daily escalation from repair Center and internal other department.
- Drive to solve technical issue for repair product and repair tools by cooperate with internal technical support and quality team. internal quality team.
- Inform JP product portfolio to global teams and support secure delivery all Jigs and tools to repair center on schedule.
- Support repair parts planning team to prepare number of parts and deliver the parts on schedule.
- Confirm and support billing operation of repair center with billing team.
- Host the weekly meeting with repair center team
Manage Contact center operation and e-support
- Solve daily escalation from Contact center such like quality inquiry, product specification, etc.
- Training all new topic such like product and new service.
- Request to improve support web site to global web team.
- Support billing team for monthly payment to 3rd party.
- Forecasting call volume and align with contact center.
- Host weekly meeting
KPI Analysis
- Monitor and analyze the data of operational KPI of both repair and contact center.
- Set action plan to improve operation if the performance didn’t meet target.
- Tracking effectiveness of countermeasure for both operation and cost.
- Report to stake holders including telecom carriers.
Others
- Support projects and inquiry from related teams.
Key Interaction with:
- Global MBG teams
- Japan Service Support
- Japan sales
Business Trip (Location, frequency):
- Domestic: YES Gunma(around once a month) . Customer Office.
- International: YES. Not frequency.
Career Path:
- Promotion to Senior management
Requirements:
Must Have – essential
- Repair service role in mobile device or similar electrical product industry: 5 -10 yrs
- Management contact center and e-support: 1 - 3yrs
- Have basic technical knowledge of mobile device
- Good communication skill with stake holders.
- Drive PDCA management
- Business level English
- Native Japanese skill
Good to have - desirable
- Experience of service role for Japan carriers.
- Experience of R&D of mobile phone or PC.
- Working in global company culture.
- Design the product (smart phone, PC)
- Data analysis skills
- Global supply chain knowledge.
Typical Candidate
- Working at mobile device manufacturers as service manager, repair technical engineer.
