Customer Care Manager

Introduction

The Customer Care Manager will lead Customer Care functions in China, including contact center and repair center operations, including out of warranty sales and support. The Customer Care Manager will provide aftersales and technical support to iRobot distributors within the OAPAC region, ensuring the distributors are able to support end consumers and meet iRobot customer care standards. The Customer Care Manager will also act as local liaison to iRobot contract manufacturers in China, working with the Global Care Team and other iRobot teams to ensure customer care requirements are well understood.

Essential Functions/Job Duties:

Contact Center Operations

• Handle escalations from call centers.
• Guide the supervisors on how to manage customer satisfaction.
• FAQ Translation calibration, Global training material translation support.
• On site monitoring.
• Manage escalations from local authorities.
• Sales support, handling quality issue communication, return and refund, order tracking, etc.
• Document all troubleshooting steps for escalations and update as necessary in Knowledge Base.

Repair center Operations

• Repair and parts order tracking.
• Forecast expected warranty provisions, based on expected costs.
• Deliver revenue and profitability by promoting Out-Of-Warranty service offering (or any other revenue offerings).
• Technical support.

Supplier Management & Reporting

• Conduct monthly report & analysis.
• Manage, build, and reinforce strategic relationship with suppliers and partners.
• Monthly service charge reconciles.
• Overall service process and policy review base on cost saving VS customer satisfaction align with Global guidance.

APAC Distributor Support (excluding Japan)

• First point of contact for after-sales topics in APAC.
• Provide distributors with technical support.
• Share guidance on repair and end-consumer technical support best practice.
• Surface product improvement opportunities through the collection and analysis of repair data, working together with the global care teams.

Customer Care Liaison with Contract Manufacturers

• Lead contact person for Global Customer Care topics with iRobot Contract Manufacturers.
• Build relationships with CM’s, acting as Liaison for the Global Care team.
• Partner with other iRobot functions (Manufacturing, Quality & R&D), ensuring Customer Care requirements are understood and considered.
• Help transfer knowledge to the customer care teams.
• Support on NPI and Sustaining engineering topics.

Experience

• A relevant bachelor's degree or equivalent experience.
• Strong customer service experience preferably within an international environment.
• Several years of technical support or repair management experience, preferably within consumer products.
• Prior demonstrated success in a similar position, within a dynamic work environment.
• Experience in product development cycles or manufacturing is advantageous.
• Managing and delivery of budgets

Skills and Systems

• Ability to develop strong relationships with suppliers and internal & external partners.
• Ability to maintain business and technical processes for efficient, controlled, and stable operations.
• Good Technical skills and understanding of consumer electronic products.
• Understanding of knowledge management and technical documentation.
• Computer literacy, including MS Office, Tableau, Salesforce, Oracle, etc.
• Fluent English and Mandarin