Authorized Service Provider Specialist
Responsibilities include, but not limited to:
- Onboarding and support TCL’s third-party service providers that perform depot repair, refurbishing, onsite service and returns.
- Search, vet and assist with contract negotiation and creation.
- Provide continual support for third-party servicers, and partners to prevent and resolve customer issues.
- Serve as the primary escalation point for all ASP support.
- Coordinate with appropriate partners to manage issues to resolution.
- Lead quality control efforts ensuring optimum cost control.
- Project manage all aspects of onboarding and continuous improvement
- Interdepartmental coordination for spare parts, technical support and infrastructure
- Partner with sales ensuring they are kept up to date with progress of retailer service authorization and any potential challenges
- Creation and ongoing improvement of related procedures and processes
- Review and approve service claims and associated service costs.
- Travel to potential service provider locations to review operations and identify worthiness to provide service.
- Training of service providers as applicable
- Creation and maintenance of service/support articles on ASP portal
- Ability to travel approx. 20%.
Qualifications/Requirements:
- Bachelor's degree in related field. Alternative degrees or extensive work experience in relevant industries will be considered.
- Excellent verbal and written communication skills.
- Must be organized and proficient in time management.
- Comfortable interacting with all levels of the organization, front line to executives.
- Experience with Appliances and consumer electronics preferred.