Vendor Coordination & Scheduling: Liaise and coordinate directly with authorized external service vendors to efficiently schedule and assign on-site service visits for complex cases.
Complete all administrative activities promptly and accurately while complying with internal procedures, service standards, and regulatory requirements.
Coordinate customer import shipments (upgrades, spares etc.) by providing shipping invoices and packing slips for customer confirmation and seek for shipping instructions for FCA terms.
Training System Development: Own the content updates and version iterations of MWF product training materials, and establish a complete feedback collection and optimization mechanism to ensure the practicality and timeliness of training content.
Provide mentorship to customer service teams on soft skills development, fostering stronger communication, emotional intelligence, and resilience in handling customer and operational challenges.
You will be responsible for managing the end-to-end software development and support for Compliance Technology domain related applications. This includes overseeing complex technology projects, guiding the teams, and ensuring the delivery of high quality, scalable solutions and production support.
Identify trends and patterns in customer inquiries and complaints, and provide feedback to cross-functional teams to help improve products, services, and processes.
Technology Partner Management: Manage technology vendor relationships, including contracts, renewals, and financial tracking, reviewing invoices, leading QBRs, and managing licenses and other vendor commitments.