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Repair Team Leader

2 weeks ago

Thailand bolttech Full time

**In this position you will....
play a pivotal role in ensuring a seamless and positive customer experience. You'll be responsible for managing the day-to-day activities of our repair network, which includes both authorized and non-authorized service centers. Your focus will be on strategically positioning these centers to meet the evolving needs of our business and efficiently respond to customer demand.

**You will be responsible for **
- Assisting the operations team in expanding and managing the company's service network through partner scouting, prospect screening, and accreditation of qualified providers (both authorized and non-authorized)
- Working closely with the service network to ensure they are providing the services within the SLA and as required by Bolttech
- Monitoring TAT, Repair Quality, and Severity performance of repair partners. Endorse priority partners or give sanctions if necessary
- Ensuring a smooth work process between internal team (CS and CA) and repair partners and develop escalation process
- Supporting the repair manager ensuring timely payment of billing from repair partners and replacement suppliers
- Directing the operations team to optimize repair resource utilization and guide through effective decision-making, particularly in mitigating the impact of vendor-related and uncontrollable delays
- Negotiating and establishing the costs of labor and spare parts
- Preparing reports and dashboards tracking repairer performance for use in regular operations reviews
- Reviewing and analyzing the overall repairer utilization process to identify areas for improvement Keeping the team informed about important updates from vendors and any corresponding adjustments required for alignment

**For you to be successful
**We expect you to be able to demonstrate the following key competencies**

Customer Focus
- Understands the importance of customer feedback and appreciates their points of view.
- Demonstrates a customer centric mindset by prioritizing customer needs and addressing concerns with a sense of urgency.
- Understands the role and importance of using customer data to make decisions

Impactful
- Has a clear understanding of team’s objectives and aligns efforts to these.
- Empowered to be quick to act and take steps to address issues
- Maintains commitment to achieving goals in the face of obstacles.
- Provides others with information they need in a timely manner

Communication
- Communication is specific and fact based using a style appropriate for the audience
- Receptive to feedback and appropriately expresses own opinions

Collaborative
- Offers support and contributes to the delivery of shared goals. Displays loyalty and trust to team.
- Offers support and contributes to the delivery of shared goals. Displays loyalty and trust to team. Co-operates with team members to resolve problems and achieve goals

**You will require the following qualifications and skills**
- Experienced in supply chain or vendor management, and repair vendor is beneficial.
- Strong analytical skills, attention to detail and creative problem solver.
- Good written and verbal communication skills, with strong presentation skills.
- Excellent negotiation skill.