After-sales Service Coordinator

Job Purpose

The After-Sales Service Coordinator shall 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). He/she will 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 he / she shall ensure alignment between FSMC stakeholders and the central repair operations team, will participate in quality calibration for the customer information centre and shall document any country specific policies.

He/she will be the Service Quality Europe key window person in the country, for both service operations and service engineering matters.

Key Responsibilities & Scope for Decision Making

Performance Follow-Up
- Monitors 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), and the feedback received from the network, operators and consumers;
- Shall define - in accordance with the Central repair operations management - required priorities for network improvement on country, operator, RASC level;
- Shall - in accordance with the Central service engineering team - analyse technical reasons of the repairs, derive action plans and implement on country, operator, RASC level;
- Shall agree these action plans and their time of execution to the service network and keep further stakeholders diligently updated;
- Shall feedback reasons for possible deviances in KPI delivery to the central repair operations team on pre-defined format/frequency, highlighting RASC and SONY responsibilities while suggesting effort to mitigate issues;
- Follows up on repair and solution request reasons, ensures meaningful and high-quality repair and solution request data entries and defines improvement plans with the service network;
- Follows up on open balance with the service accounts and reports back to central repair operations team who will consolidate EU view and work with Accounting Stakeholders;
- Will follow up on any issues with reimbursement, claims and disputes as they are being processed by the In
- Warranty Validation teams;
- Will highlight to the central repair operations team any major topics as to overall network status;
- Would ensure that Central Repair Operations Team has a full view on the commercial relationship with the RASC.

Performance Follow-Up
- Monitors 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), and the feedback received from the network, operators and consumers;
- Shall define - in accordance with the Central repair operations management - required priorities for network improvement on country, operator, RASC level;
- Shall - in accordance with the Central service engineering team - analyse technical reasons of the repairs, derive action plans and implement on country, operator, RASC level;
- Shall agree these action plans and their time of execution to the service network and keep further stakeholders diligently updated;
- Shall feedback reasons for possible deviances in KPI delivery to the central repair operations team on pre-defined format/frequency, highlighting RASC and SONY responsibilities while suggesting effort to mitigate issues;
- Follows up on repair and solution request reasons, ensures meaningful and high-quality repair and solution request data entries and defines improvement plans with the service network;
- Follows up on open balance with the service accounts and reports back to central repair operations team who will consolidate EU view and work with Accounting Stakeholders;
- Will follow up on any issues with reimbursement, claims and disputes as they are being processed by the In
- Warranty Validation teams;
- Will highlight to the central repair operations team any major topics as to overall network status;
- Would ensure that Central Repair Operations Team has a full view on the commercial relationship with the Regional Authorised Service Companies.

Field Service Marketing Companies Point of contact
- Is the first point of contact for the sales and marketing stakeholders in the Field Sales Marketing Companies (Field Service MC);
- Shall provide FSMC stakeholders with an escalation path for possible complaints and escalations from end user consumers or the dealer/operator network;
- Shall feedback on local service issues, campaigns and promotions that could have impact on the Customer Information Centre or RASC network;
- Shall - upon request of central repair operations team or local