Country Service Operations Representative

About us

We are looking for a Country Service Operations Representative for Sony Electronics Europe located in the Vienna office.

In this role, you will ensure that the local service network is followed up diligently and factually, both operational and technical, into an optimal delivery to the consumers on one hand (quality) and SONY on the other hand (cost). You will also be responsible for keeping an excellent modus vivendi with retailers & operators for service matters related to Sony Consumer Electronics and Sony Mobile products. Next to this you will ensure alignment between Sales & Marketing stakeholders and the central repair operations team, will participate in quality calibration for the customer information centre and shall document any country specific policies. You will be the SQE (Service, Quality & Environment) key window person in the country, for both service operations and service engineering matters.

At Sony, we value our people, so on top of a competitive salary, bonus and excellent benefits including discounts on Sony products, you will be supported with your own career development, have access to an extensive range of Learning & Development courses, and some incredible internal mobility opportunities.

You will:
Performance Follow-Up- Monitor the performance of the service network on a daily, weekly and monthly basis based on the performance KPI reporting delivered (with main focus on Turn Around Time, Repeated Repairs, Parts consumption per repair, Net Promoter Score, Overall Repair Cost & Repair Reasons)- Define required priorities for network improvement on country, operator, RASC (Regional Authorised Service Center) level- Analyse technical reasons of the repairs, derive action plans and implement on country, operator, RASC level- Will highlight to the central repair operations team any major topics as to overall network status;

FSMC (Sony Sales Company) Point of contact- Provide FSMC stakeholders with an escalation path for possible complaints and escalations from end user consumers or the dealer/operator network- Feedback on local service issues, campaigns and promotions that could have impact on the Customer Information Centre or RASC network;- Contribute to meeting preparation or meetings with local stakeholders, buying groups, distributors, operators and dealers upon request of central repair operations team or local sales teams;

Window person to Service Network- Is the first point of contact of the local RASC;- Intermediate in the resolution of day-2-day issues and seek the required support in the central team for matters that would require system maintenance, workflow adaptation and further escalation;- Drive with the service network further investigation and understanding of key repair drivers impacting overall repair cost and/or customer satisfaction;- Shall visit the local outsourced partners, audit deeply their performance on site, meet timely and as per contractually defined terms with the service providers and agree on short
- and midterm improvement activities;- Coordinate and implements the NPI (New Product Introduction) process within the service network in line with the central service team new product/process introductions;

Dealer & Operator Relation- Be their first point of contact for Service related matters, KPI’s and new requests;- Act as point of escalations for cases that cannot be resolved by 3rd part partners and support processes for handling of service related dealer/operator claims;- Drive dealer/operator service schemes based on contractually agreed terms in alignment with central repair management team;- Support sales in customer meetings and contract management / negotiation (for CS related elements) in full alignment with the central repair operations team;- Participate on the monthly/quarterly service meetings, draft related action plans and follow-up properly.

Documentation / Policy / Invoice Validation- Document any policy that is required locally for both the contact centre as service network, where approval has been received to deviate from European core processes;- Document campaigns and promotions that have a local - country based nature and deliver this information to the contact centre operations team so an agreed process and impact analysis can be done.- Validate the invoices received from the RASC versus claimed amounts in WISE (Sony claim system);

You will have:
- Excellent verbal and written usage of English and local language- Proven track record in direct and accountable service centre management- Thorough knowledge of Consumer Electronics- Technical system and process understanding- Proven experience with quality monitoring and Customer Satisfaction Measurement