Acer Indonesia ranks among the world’s top ten branded PC vendors, designing and marketing easy, dependable IT solutions that empower people to reach their goals and enhance their lives. In 2000, Acer spun-off its manufacturing operation to focus on globally marketing its brand-name products: desktop and mobile PCs, servers and storage, displays, peripherals, and e-business solutions for business, government, education, and home users. Vision A reputable winner in the knowledge-based economy through innovative business models, and marketing of IT products and services. Mission Breaking barriers between people and technology signifies the company’s long-term vision and direction, to bridge the gap between technology and its users.
We are one of the fastest growing IT Company and now we are looking for a dynamic people to fill up the position of :
Service Supervisor
Responsibilities:
* Supervise the implementation of operation plan in Authorized Service Centre (ASC) to be in line with SOP so as to achieve the agreed level of Service Level Agreement (SLA) and Customer Satisfaction Index (CSI)
* Follow up & provide the proposed recommendation to superior for decision making process on each customer complaint in order to ensure the achievement of SLA and CSI
* Coordinate & monitor customer service (front desk) team in order to provide excellence customer service & solution for walk in customer
* Execute program in ASC function of CSI, i.e. queuing system, uniform/groom, officer development program, good environment, etc., in order to increase level of Customer Satisfaction Index
* Set up internal meeting for ASC team which related to Operation of ASC in order to achieve high performance of ASC Team
* Provide weekly report which including on case quantity (closed and waiting collection), customer trend, SLA and front desk, Warehouse Transit & Bench Repair team performance to be submitted to Superior
Requirements:
Minimum Qualification:
* Minimum Bachelor Degree in electrical engineering or industrial engineering
* Minimum 5 years working experience in supervisory level
* Experienced in Service Center Operation in Electronic or IT Industries
* Proficient in English, verbal and written
Service Development Executive
Key Accountabilities
* Execute short term plan of Business Development (Service) has been developed regarding agreed target revenue through sales of SuperCare Extended Warranty, Option and Accessories
* Sell Options and Accessories using database of Contact centre and warranty database
* Follow up sales thru distributors to ensure the stock availability and target achievement
* Liaise with other related department especially Service Logistics in order to conduct Factory Outlet
* Develop and coordinate marketing campaign regularly to promote Options and Accessories
* Facilitate communication among MSR, Service Operation, Reseller and Distributors
* Develop report covers sales, reseller stock, activities, suggestion & plan
* Maintain pricing structure of Options & SuperCare
Requirements
* Bachelor degree (S1), majoring in Marketing, Management from reputable University
* Female, maximum 30 years old
* Min. 5 years working experience in sales activities or service centre in IT/Electronic/consumer electronic
* Good written and verbal communication skills
* Good listening and presentation skills
* Fluency in English both oral and written
* Computer literacy
2nd Level Support Specialist
Responsibilities:
* Handle all special case unit (Notebook, Desktop, Server, Projector, LCD) problem which can not be solved by engineer that related to technical, product, and quality issue so as to meet customer expectation
* Escalate all of the special case unit which related to quality issues to Asia Pacific team so as to achieve the compliance level
* Up date information regarding service operation matters from Acer Asia Pacific to Service Operation department effectively
* Provide recommended solution to On Site Service regarding special unit case to be repaired in order to meet the agreed level of Service Level Agreement & Customer Satisfaction Index
* Conduct training for product and technical update to engineer and technical group in order to improve their performance so as to support the achievement of department objective
Requirements:
* University degree majoring in Computer Engineering
* Minimum 5 years working experience as 2nd level support in Brand Computer
* English is mandatory
* Strong technical knowledge and hands-on experience on Microsoft Windows O/S, Networking, Security, Unix, Database (SQL, Oracle, Progress), Lotus Notes, and Microsoft Office applications
Please send your complete resume along with recent photograph, current salary, & expected salary to:
hrd@acer.co.id
