Training:
- Provide technical training to all Service Network (SVC) technicians and Call Center agents.
- Prepare training materials and product samples for hands-on technician training.
Quality Monitoring & Reporting:
- Monitor repeated repair orders to identify recurring issues and root causes.
- Track product and spare part quality issues and escalate findings to relevant departments.
- Generate and submit detailed quality reports to the R&D team for product failure analysis.
Service Validation:
- Validate closed service orders with excessive use of spare parts or repeated repairs due to technical skill gaps.
- Recommend corrective actions and skill enhancement plans for technicians.
Knowledge Base Development:
- Prepare FAQs and troubleshooting guides for the Call Center to assist customers effectively.
- Ensure all documentation is updated and aligned with current product specifications and service protocols.