Service Planning Specialist

• Preferably knowledgeable in data center equipment, UPS systems, thermal solutions, and related systems including installation, maintenance, repair, and troubleshooting,
• Preferably good at English in both written and spoken,
• Call Center: Quickly respond to written and verbal requests from customers and initiate necessary business processes on the system and follow them up.
• Planning and Organization: Effectively manage service requests, plan internal and external resources, coordinate field operations, and regularly follow up on all work orders to ensure maximum customer satisfaction.
• Customer Request Management: Receive and evaluate requests from internal and external customers. Determine service needs and provide appropriate service.
• Service Requirements Planning: Plan and allocate appropriate resources (personnel, vehicles, equipment) to respond to service requests.
• Time Management: Plan service operations effectively and efficiently, manage workflow, and optimize processes.
• Personnel Management: Organize, direct, and train field personnel as needed. Monitor their performance and make improvements when necessary.
• Documentation, Service Reporting, and Tracking: Record, report, and analyze data related to service operations. Continuously improve customer satisfaction and business efficiency.
• Technical Support: Provide support and solutions to technical issues encountered by field personnel or customers and refer to the expert team when necessary.
• Cost and Budget Management: Monitor the costs of service operations, manage budgets, and take measures to increase efficiency.
• Customer Relationship Management: Establish effective communication to increase customer satisfaction, meet customer requests, and evaluate customer feedback.
• Quality Control and Assurance: Establish, implement, and continuously monitor service standards. Manage quality assurance processes and improvements.
• Legal and Corporate Compliance: Act in accordance with relevant legal regulations and corporate policies, especially Occupational Health and Safety, and manage operations accordingly.

• For candidates aspiring to a career in the service sector, graduation from relevant departments of universities or vocational schools is required. Technical departments, public relations, etc. are preferred.
• Communication Skills: Ability to communicate effectively with customers. Ability to understand customer needs and provide appropriate solutions.
• Customer Focus: Prioritize customer satisfaction and commitment to meet customer demands.
• Problem-Solving Skills: Ability to effectively address customer complaints and generate quick solutions.
• Flexibility and Rapid Adaptation: Ability to quickly adapt to different customer needs. Ability to adapt to flexible working hours and changing conditions.
• Teamwork: Ability to collaborate with internal and external teams and work towards common goals.
• Time Management: Ability to effectively manage and prioritize multiple customer requests.
• Empathy and Sensitivity: Ability to understand customer needs, show empathy, and sensitivity.
• Technical and Product Knowledge: In-depth knowledge of products or services provided to customers and the ability to convey this knowledge to customers.
• Evaluation of Customer Feedback: Ability to consider, analyze, and make necessary improvements based on customer feedback.
• Service Sales Skills: Ability to identify and present sales opportunities to increase customer satisfaction.
• Computer Use: Proficiency in Windows Office Programs, Experience in using Excel at a level to manage reporting and querying of customer and work orders, proficiency in corporate ERP systems.

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