【職務概要】
我們正在尋找一位熱愛自行車、自行車技術以及熱衷與自行車騎士交流的成員加入我們!作為零件與技術團隊的服務專員,您將在售後服務運營和強化全球服務網路方面扮演重要角色,並涉及與內部及外部團隊成員合作,以確保 Tern 的車主能夠在最短的時間內解決服務問題,享受高效率的服務體驗。透過您對自行車產業的專業知識、對我們產品的了解,以及靈活的思考能力,您將協助制定服務零件的庫存規劃與生命週期管理等重要決策。
【職責】
服務零件生命週期管理(主要職責)
- 零件策略與選擇:根據市場洞察和產品需求制定並執行零件選擇與採購策略,與跨部門團隊合作,確保維修、保養及更換零件的及時供應。
- 生命週期管理與合規:管理服務零件的完整生命週期,包括初期分配到系統中的追蹤,確保零件生命週期內符合產品更新、工程變更及產業法規的要求。
- 跨部門合作:與產品開發及品質管理部門合作,利用服務零件數據進行矯正與預防措施(CAPA),並為未來平台修訂提供參考。
文件與流程改善(次要職責)
- 文件管理:與內部團隊合作,確保服務零件的文件(如零件編號、規格及生命週期狀態)準確且保持更新,同時與產品變更保持一致。
- 流程改善:與跨部門團隊密切合作,識別並實施流程改進,簡化服務零件管理並提升產品生命週期支援的效率。
【需求條件】
- 語言能力:精通英文和中文,具備自行車零件與規格的專業知識。
- 客戶服務與零件管理:擁有硬體客戶服務或零件管理的經驗,能改善客服作業流程。
- 提供優質服務:了解如何為最終用戶提供高品質的服務體驗。
- 產品管理:熟悉產品管理,能夠滿足並超越終端使用者的期望。
- 資料準確性:能夠確保產品資料的詳細性與精確度。
- 組織能力:具備高度的組織能力,善於建立並管理清單。
- 專業溝通能力:擁有出色的人際溝通技巧,能夠面對面、通過電子郵件或電話進行有效溝通。
- 中級文件編輯與試算表操作能力。
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[Job Summary]
We are looking for someone who loves bikes, their technology, and the people who ride them. As a Service Specialist on the Parts & Tech Team, you will be integral to supporting our after-sales operations and enhancing our global service network. Your role will involve collaborating with team members internally and externally to ensure Tern riders experience minimal downtime and efficient resolution of service issues. Your expertise in the bike industry, combined with your understanding of our products and critical thinking skills, will guide key decisions on service parts stocking and lifecycle management.
[Responsibilities]
Service Parts Lifecycle Management (Primary Focus):
- Parts Strategy & Selection: Develop and execute a strategy for selecting and sourcing service parts based on market insights and product requirements. Collaborate with cross-functional teams to ensure timely availability of parts for maintenance, repairs, and replacements.
- Lifecycle Management & Compliance: Oversee the full lifecycle of service parts, from initial assignment to tracking across systems. Ensure compliance with product updates, engineering changes, and industry regulations throughout the part’s lifecycle.
- Cross-Functional Collaboration: Partner with Product Development and Quality Control to leverage service parts data for Corrective and Preventive Actions (CAPA) and to inform future platform revisions.
Documentation & Process Optimization (Supporting Focus):
- Documentation Management: Collaborate with internal teams to ensure accurate and up-to-date documentation for service parts, including part numbers, specifications, and lifecycle status, while aligning with product changes.
- Process Optimization: Work closely with cross-functional teams to identify and implement process improvements that streamline service parts management and enhance product lifecycle support.
[Qualifications]
- Language: English and Mandarin with domain knowledge of bicycle components and specifications
- Customer Service and Parts Management: Proven experience in hardware customer service or parts management, optimizing service operations.
- Premium Service Delivery: Understanding of what is required to deliver a high-quality service experience to end-users.
- Product Management: Skilled in managing products to meet and exceed end-user expectations.
- Data Accuracy: Expertise in maintaining detailed and accurate product data with a focus on precision.
- Organizational Skills: Highly organized with a talent for creating and managing lists.
- Professional Communication: Strong interpersonal skills with the ability to communicate effectively in person, via email, and by phone.
- Intermediate document editing and spreadsheet skills