• Lead the customer care team consists of 22 engineers.• Responsible for the maintenance, service and repair of the company products i.e Security System and Products.• Ensure customers and service calls are attended promptly and efficiently.• Plan, schedule and control the daily operations of the service department.• Update the respective personnel on system or design problem detected during the servicing work.• Follow up with customers on invoices and outstanding issues.• Carry out evaluation of suppliers and subcontractors used by the service department.• And be the approving authority of Purchase Requisition.

• Corrective maintenance of returned products including diagnosis, cleaning, necessary hardware and software update if required.• Ensure timely, accurate and proactive internal communication.• Support analysis, inspection, rework, update, upgrade, commercial return inspection, scheduled preventive and operational maintenance (On Site).• Ensure accurate gathering and entry of data related to product quality (e.g. Repair Report, DOA Analysis).• Ensure Regional Service Center and operation is compliant to Bosch Audit Requirement.• Implement and yearly review the “14 Quality Principle”.• Contribute actively to process improvement.• Escalate incidents according to BT complaint process.• Lead team to meet established KPI.• Provide effective and efficient support to Authorized Service Center Operations in the AP Region.• Develop effective support document and training materials.• Efficient delivery of online training to ASCs.• Regular audit of Authorized Service Centers.• Ensure optimum level of spare parts at all site thru planning.• Monitor and benchmark on competitors.• Maintain of 5S workshop.

• Connect with merchants & banks to understand their issues and find innovative solutions to grow the business.• Understand & determine customer service requirements by maintaining contact with both banks and merchants; visiting operational environments, conducting surveys, analyzing information and applications, etc to ensure strong commercial relationship are fostered.• Monitor programs and procedures to ensure on-time delivery and customer satisfaction.• Ensure product readiness for deployment and use including registration, labeling, legal and safety requirements, storage, logistics, technical content of apps after sales support preparation.• Maintain and establish workflows, best practices and standards to support ongoing improvements in operations efficiency and effectiveness.• Motivate/educate operation teams as to how to operate in support of portfolio.• Ensure and maintain a high level of technical expertise of internal and external technical and service personnel regarding EDC products.

• Customer Service Strategy Setup.• Give support to the marketing activities of the company. • To foresee and prevent serious quality problems from occurring. • Review, analyze and report to SEC (Samsung Electronic Corporation) on incoming quality trend. • Provide GBM (Global Business Management) with quality information to improve the product quality. • Enhance product knowledge for familiarization of new models launch. • Provide Technical Support, QC and Training on products sold by SAPL. Technical Support policy and procedures form a compendium of operational guidelines meant to serve as a foundation from which to manage service support activities. • Create training plan for new products/technology introduction. • Submit budget based on training plan balancing cost efficiency and program scope/quality. • Edit/create technical publications such as Owner’s Manual, service bulletins, repair guides, PVI (Product Value Information) and FAQ’s. • Develop yearly plan and strategy for field service and training coordination. • Generate reports on activities of the month, service performance index and number of warranty claims reviewed. • Process Warranty Repair bills to check on validity and accuracy. • Managing of service network and 7 authorized service centers. • To monitor and benchmark on competitors. • Monitor of spare parts inventory to cater for customers’ satisfaction by providing fast repair turnaround time. • Evaluation of employees’ performance according to their job responsibilities. • Produce Division P&L (Profit & Loss) in co-ordination with the subsidiaries accounting departments.

• Involve in supervision of technicians on daily workshop and outdoor activities such as VHF/UHF Amateur Radios & Repeater installations, repairs and etc.• Liase with customers to provide after sales service. • Provide advice on technical matters to manufacturers and technicians for quality improvements. • Issue of Sales Orders.

• Assist foreman in technical matters to ensure compliance with technical specifications. • Supervise and monitor of technicians’ performance to maintain active production output. • Provide quality reports to engineering department for quality improvements. • Analyze quality trend.