Job Description
Job Title: Technical Manager
Division/Department: Operations Department
Location: 12th Floor, Harec Building, 4A Lang Ha, Thanh Cong, Ba Dinh, Hanoi.
Reports to: Operations Manager
Type of Position: Full-time
Working time: Office hours
Job Summary:
Technical department is a functional department which covers all technical matters such as technical support, R&D, quality improvement, technical consultant, technical & product training, warranty approving, customer complaint handle, and other assigned tasks.
Technical manager leads the department to ensure all activivies run smoothly and contribute to the success of the business as well as develop a stable and excellent team.
Supervisory Responsibilities:
- Recruits, interviews, hires, and trains new Technical supervisors, Technicians
- Oversees the daily workflow of the department.
- Provides constructive and timely performance evaluations.
- Handles discipline and termination of employees in accordance with the laws and company policy.
- Inspire others to achieve A. O. Smith objectives and to hold them accountable for high standards of performance.
- Ensure every task, job, and duty are kept an eye on, do not miss and leave them in Limbo status
Duties/Responsibilities:
1. Technical support
- All technical support requirements from ASCs, freelancers, and after-sales service team are responded to immediately and correctly.
- Installation and technical training for both internal and external partners
- Involve directly in handling issues regarding complaints about products.
- Join with after sales service team to handle customers complains regarding products’ isuees.
- Site survey or joining installation products directly (if necessary)
- Product consultant (if necessary)
- Propose ideas to complete technical procedures.
2. R&D
- Review exists products to propose and work with the factory to fix issue and enhance the performance.
- Review competitors’ products to assess and then making reports when necessary, such as when competiors launch new products, new technologies, when we need to do some comparisons, etc.
- Work with factories to adapt and develop suitable products for Vietnam market.
3. Warranty approving
- Review and then approve or reject warranty requirements from service partners and ensure the approvements are followed tightly company’s warranty policy and on time.
- Collect and storage data and information to support for payments for ASCs, freelancers.
- Study and propose procedures, and processes improvements regarding warranty approving.
4. Other tasks
- Building relationships and collaborating with others (e.g., customers, colleagues, partners) to achieve our mission.
- Based on the daily operation and business requirements, the superior can assign other tasks to support the growth and operation runs smoothly
5. KPIs
5.1 Product defect rate
5.2 Complaint rate
5.3 Number of new products per year
5.4 Number of trainings per year
Required Skills/Abilities:
- Excellent emotions Management to remain calm, focused and optimistic while dealing with a constant stream of tough demands.
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Excellent sales and customer service skills.
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Strong analytical and problem-solving skills.
- Strong supervisory and leadership skills.
- Ability to prioritize tasks and to delegate them when appropriate.
- Ability to function well in a high-paced and at times stressful environment.
- Have drive and ambition to achieve goals/objectives of company or to deliver outstanding customer service.
- Able to look at situations from a commercial perpective, can be from small things such as saving powder, paper, etc to important things such keep company’s property in good condition and always acting as an owner.
- Proficient with Microsoft Office Suite or related software.
Education and Experience:
- Graduted form technical or engineering univerisities.
- At least 3 years in the same position or equivalent.
- Experiences in water treatment is an advantage.
- Good at both written and verbal English.
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
- Prolonged periods of travelling.
How to apply: Submit their CVs to email hr@aosmith.com.vn by July 02, 2023.
