ANNEX A
JOB DESCRIPTION
Position Title ASC Coordinator
Job Area Service Operations
Department Service
Company Mondo Cucina
Job Objectives
To be able to provide excellent customer service experience to both our internal & external customers by
ensuring that deliverables are achieved:
- ASC Field Service SCT >= 7 days
- ASC First Service Resolution (FSR)
- ASC Back Job Within 2 Weeks <= 2%
- ASC Net Promoter Score >= 15%
Key Responsibilities
Report Generation
- ASC Daily Tracker
Service Management
- Manage ASC overall field repair
- Validates ASC SJO
- ASC Technician Support
- Provide ticket updates for ASC service on the system
ASC Management
- Manage and optimize the service and operational procedure of Service Centers
- New ASC Screening
- Updating of ASC Service Agreements/Contracts
- ASC Visits & Trainings
- KPI Achievement/Monitoring
- Soft-skills Training for ASC Coordinators & Technicians
Reporting To
Operationally: Field Operations Supervisor
Functionally: Field Operations Supervisor
Key Interfaces
Internal: Sales, In- House Technician, Call Center, Spare Parts, Fulfilment and Admin
External: Technicians, ASCs
Qualifications, Experience and Competencies
Minimum of 5 years working in after-sales Home appliance industry
With Good Analytical & Decision-Making Skills
Proficient in Microsoft Applications (MS Word, Excel & Power point) & Database Management
Excellent communication and people skills.
Strong motivational skills
Planning and organizational skills.
Personal Attributes
Operates ethically and with integrity and honesty. Is transparent in terms of his/her intentions and actions.
Shows respect for the individual and embraces diversity. Makes safety and care for the environment a
priority.
Has a passion for innovation, is focused on the needs of customer (internal/external) and drives for
Classified as Internal
results.
Acts as a team player who understands that the collective is stronger than the individual and is willing to
go beyond the formal responsibilities of the job to assist colleagues and drive overall company
performance
Has ability to influence his peers, manage upwards and motivate the team. Ability to negotiate with both
internally and with external parties. Manages expectations effectively.
Expresses a high work ethic, is self-driven, energetic, adaptable and resilient when dealing with
adversity.
Self-aware, takes responsibility for his/her actions, is pro-active and result oriented.
Has a positive attitude, deals with issues in a constructive and pragmatic matter. Effectively seeks inputs
from (key) stakeholders to help create the best possible solution (from overall company perspective) and
ensure the necessary buy-in to deliver results at speed
Has the ability to build relationships across functions and organizational hierarchies (internal and
external)
Classified as Internal
