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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 TeamLead 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.
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: - 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 RD 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.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.
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