Customer Service Manager

The Customer Service Manager is responsible for developing and managing the company’s service team and in particular the after-sales services, maintenance and technical services as well as other client services.
In addition to a very professional and qualitative after-sales oriented work, the Customer Service Manager shall identify, develop, exploit, maintain and follow-up service to clients and ways to always reach the highest service quality.
This position holder will manage service team and report to Chief Operating Officer/Brand Director. He will base in HCMC and travel within country.
OVERALL RESPONSIBILITY:
- Management: Manage service team in overall
- Technical service: commissioning and boat preparations, after sales, maintenance, repairs, warranty requests
- Parts & Equipment: sourcing, purchasing, storage, delivery, installation, retail
- Boat service: boat management, boat deliveries, boat activities, boat administration
- Customer satisfaction: survey system implementation
MAIN TASKS
- Manage service team: planning, finding, training/coaching, supervising and retaining the necessary technical workforce (inhouse or outsourced), including engineers, technicians, skippers & crews, …
- Boat commissioning & preparations, after sales, maintenance, repair warranty requests missions
- Technical advice and technical intervention on boats, marinas and all nautical related equipment and services
- Supplier Management: Finding negotiating and managing local suppliers of materials and services (including preferred service center)
- Supply Chain management: sourcing, purchasing, stock, importation, delivery and logistics for parts or equipment from suppliers / service providers.
- Hold and maintain workshop (tools) and stock & inventories of parts updated and in time
- Handle all service materials and tools professionally
- Quality Control: of parts, deliveries, repairs and interventions
- Develop and implement service packages, participate in the creation of service packages pitches, kits and tools as well as in the promotional materials preparation (website, brochure, mailing…)
- Pre-sales and After sales support: promotion of packaged service offers (labour and/or equipment)
- Customer satisfaction: prepare a survey system to evaluate customer’s satisfaction and possible improvements
- Trainings: design and implement technical trainings timely for Service team as well as for Company team
- Trainings: organize sailing practice training for Company team timely
Other tasks:
- Trainings: sailing/boating trainings for clients and other boat owners, possibly in partnerships with clubs/schools
- Charter/rental activities
- Events: support on event planning, organization and implementation, such as shows, regattas, owner’s events, etc…
IMMEDIATE MISSIONS
- Commissioning: prepare commissioning plan and procedure, based on brands templates. Prepare commissioning costs for key models.
- After sales & warranty: prepare procedure, flowchart and planning for after sales requests, warranty, repairs and maintenance, regular check, etc…
- Tools and parts: list and source all necessary tools and equipment to start Service activities
- Main equipment suppliers and agents: identify and contact main spare parts suppliers/agents (in Vietnam or region)
- preferred service partner: identify possible service partners in HCM and initiate discussions
- Boat Management program: support in Boat Management Packages preparation
- Captains, skippers, crews: Investigate and identify possible candidates for management program

- Social Inusurance, Private Health Care Insurance ; - Laptop; Mobile, Transportation