European VD Product Support Junior Manager

2 weeks ago

Chertsey Surrey, United Kingdom Ntrinsic Consulting Full time

Why Join our Team?

The European VD Product Support Junior Manager will join the team of European Product Quality & Lifecycle Strategy, which is part of the Service & Quality team, and belongs to the department of European Customer Satisfaction Operations team. ECSO (European Customer Satisfaction Office) reports to the Customer Satisfaction group in HQ, and is a key RHQ (Regional Headquarters) to function across 16 Subsidiaries for 35 countries in European region.

Your Key Responsibilities

  • Main scope of the role is to coordinate the communications, the tasks and actions, and act as information point for the 16 technical support teams of European Subsidiaries, for applying quality improvements in market across all product support channels, for all VD group portfolio that ranges from conventional TVs, The Frame, Outdoors TVs, Projectors, Monitors, Soundbars and other embedded new products, SmartThings
  • Key responsibilities include close collaboration with the European VD Product Quality PIC, the wider Product Quality and Product Support teams and team members to ensure alignment and awareness on key business updates, collaborate with the VD GBM in HQ for NPI – New Product Launch market readiness, with all related Product documentation, Product Support operations and Product Guidelines on the field and all key support channels, and also engage and align with key partners in ECSO, Subs and HQ for critical metrics achievement
  • Identification of product technical issues/trends and escalation and communication
  • European subsidiaries and HQ to ensure effective and timely resolution. Monthly consolidation, analysis and reporting of issues affecting operations effectiveness, completion or success, including Benchmarking practises, potential FAQ’s, new trends, tech/eco implementation practises. Also, correlate 3rd party issues and that potentially could influence or affect the product performance
  • Coordinate technical samples and manage field-testing activities to ensure the status of launching product and engage with Subsidiaries’ testing outcomes, including impact of potential new trending accessories or third party Apps or other factors that could influence the product performance. Also, consolidate the related reports and raise to VD GBM PIC for improvements, and feedback advise and/or proposal workarounds to Subsidiaries Analyse and monitor on weekly and monthly basis the data related to Key Performance Indicators and provide insights, that link Product Performance to field and “read” trends and report to key partners in PQ team and HQ for adjustments or redesign on strategy and action plans
  • Understanding of unusual product support and service quality operations, and performance trends, and link to failure factors, Service Bulletins (product or service guidelines), SW improvements/upgrades and reproduce scenarios on samples to verify failure and collect feedback for escalations
  • Deliver innovation and any form of new technologies to support product improvement and operation at best potential for driving customer engagement and satisfaction
  • Drive and engage Subsidiaries for information and feedback on field operations, support activities across all channels, and raise, consolidate and share to key potential recommendations and action plans to improve the efficiency and as an overview approach to customer satisfaction
  • Contribute on the weekly conference calls with Subs and the annual VD group by participating on ideation, presentation files, minutes and actions follow in collaboration and alignment to EU Product Quality PIC for joint efforts on the VD product group events European or Global travel may be required occasionally subject to business needs

What we need for this role

To be successful, you will possess the following skills and attributes:

  • Excellent knowledge and technical understanding on wireless technologies, server, Apps, networks connectivity, compatibility – previous experience would be an advantage
  • Understanding of product design and production stages, SW production stages and
  • product lifecycle. Familiarity with the field support channels and related terms NPS, UX would be ideal
  • Understanding of industry standard important metrics along with correlation to the
  • to day activities such as NFF%, Defect%, CRRR% (Bounce Ratio), OOW/IW – desired but not essential for the role
  • Understanding of trends on graphs/charts
  • Experience on participating on agile projects or working under agile practises
  • Passionate about technology and innovation
  • Flexible & agile to adapt to workload changes
  • Communication skills & open minded approach is a must
  • Comfortable with basics on Microsoft Excel, Word and Power Point
  • Excellent English, oral and written – other language skills is an advantage
  • BSc or equivalent degree in Computer Science, engineering or relevant field, or similarly relevant work experience

What does success look like?

  • Analytical & practical skills
  • Willing to learn, and learn more
  • Attention to detail & target precision
  • Self motivated & Proactive
  • Enthusiastic & Can-do attitude
  • Comfortable to work remotely and engage other functions/regions
  • Comfortable to work in a fast-paced environment
  • The candidate would potentially acquire a confident view on Product Support and timeline needs over product lifecycle and market seasonality, close and engagement with key partners and mainly the VD Product Quality
  • Manager and corresponding PIC in 16 Subs, and would have good understanding on market factors and improvement needs on the field
  • Success to be measured based on efforts, engagement levels, contributions on the weekly activities the efficiency of actions and effectiveness on and escalations
  • Primary and weekly achievement would include communications with the key in PQLC team, Subsidiaries and HQ, follow up on actions plans and awareness on key team critical metrics trends
  • Proactive attitude, progressive approach, enthusiastic for improvement, eager on solutions and good relationship establishment would be the ideal behaviours to succeed in this role

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