As a member of the management team and reporting directly to the General Manager, your principal focus will be improving and establishing a comprehensive complaint handling process as well as communicating, negotiating and interfacing with customers and Headquarters, while paying particular attention to refining communication between Complaint Management and Operating Departments. In addition you will be in charge of On-the-Job Training for your customer service team.

Your tasks will be to:
· Support the major OEM customers
· Supply technical instructions and answer questions / provide solutions for customers
· Drive recovery process in case of trouble
· Engage in face-to-face contact with customers if necessary (initial, intermediate, closing approach)
· Analyze failure, establish corrective action with internal product groups, wh …