Joshua Ho

Roles and Responsibilities

• To improve people's health with Garmin wearables, providing a connected ecosystem, & software products that enable the detection and management of significant medical conditions through the global partnership.

Job Description

• Drive Garmin Health B2B sales in the Malaysia and Singapore - The position has overall responsibility for increasing sales, profitability, and market share in targeted channel (B2B)
• Learn the capabilities of Garmin Portfolio and especially the Garmin health interface and data option
• Develop Sales and go to market strategy for the region for Garmin health
• Proactive business development that includes - Lead generation, Opportunity identification/validation & maintain and track sales pipeline
• Assess the market size & share, sales potential and create & implement effective consumer engagement programs to meet the short term and long-term goals.
• Prepare and deliver effective organization and product presentations to the stakeholders of the retailers, distributors, and Corporates.
• Developing distributor, dealer, and corporate sales network.

Role & Responsibilities
Customer Service Team Leader at Garmin Malaysia Office focusing on motivating and coaching Customer Service Representatives to deliver excellent customer service to Garmin customers and local authorized service center. Handling all customer service-related business to business (B2B), RMA and Customer Call Center (B2C) with the highest level of professionalism.

Job Description
- Ensure subsidiary company and HQ’s strategy and process are aligned
- Understand local customer needs and propose a strategy to deploy relevant customer service plans
- Maintain good communication with internal team and external parties include distributors and Consumer Association
- Work with HQ to implement IT systems related to service activities
- Perform KPI review and provide regular service reports

[SWAP/Refund Approval Management] To review product return request within scheduled period in regards to product quality and service quality.
[DOA/DAP] To review on DOA/DAP request and liase with local distributor/dealer on process and status.
[Service Network Expansion] Review current service network coverage to ensure 100% coverage in all cities.
[Spare Parts Management] Working close with HQ Spare Parts Team, and local sales to ensure sufficient buffer spare parts/units to support aftersales service operation with weekly spare parts forecast.
[Billing Management] Review claims submission by service partner in accordance to monthly KPI achieved and additional request prior to approval.
[Customer approval management] Carry out approval within the scheduled period in regards to the critical issues (approval documents, change point, audit, etc.) that require customer's approval.
[Service Marketing] Improve aftersales service branding in local market. (direct customers to service center instead of dealers, improve customer confidence on Xiaomi aftersales services)
[Customer sample management] Manage samples of customer complaint, and perform customer response tasks via internal system.
[Service Quality] Improve service quality (RTAT, RRR, VOC management)

• [Defective Return Approval Management] To review product return request within scheduled period in regards to product quality and service quality.
• [Defective Return Operation Management] Monitor closely on defective return processes and operations.
• [Processing quality-related cost] Provide strategies and planning to reduce the risk relate to cost of quality (compensation/accident/RMA(Return Material Authorization),etc.)
• [Quality Issue Response] Response to issue by analyzing defects related to customer claim from defective return reports, identifying root cause and providing countermeasures.
• [Warranty Claim Management] Review claims submission by service partners in compliance to LG Electronics service policy.
• [Warranty Management] Monitor and review existing warranty policy.
• [Complaints Sample Management] Manage sample of customer complaints, and provide response task via internal system
• [Sales Support] Provide service assistances to dealers on stock set to enhance on sales activities.
• [Service Tracking] To work closely with service partners on current pending repair services, understanding on pending reasons and providing solutions.

• [Customer quality management] Participates in activities to secure the quality competitiveness of company and customers, and communicate with customers for the quality management.
• [Quality issue response] Respond to problems by analyzing defects related to customer's claim, finding the root cause and establishing response measures.
• [Processing quality-related cost] Establish strategies and handle related affairs to minimize the risk related to cost of quality (accident/ compensation/ RMA(Return Material Authorization), etc.)
• [Customer approval management] Carry out approval within the scheduled period in regards to the critical issues (approval documents, change point, audit, etc.) that require customer's approval.
• [Customer information management] Prepare and provide all sorts of information that are shared with customers.
• [Customer sample management] Manage samples of customer complaint, and perform customer response tasks via internal system.
• [Building human network] Participate in technology and human interaction network with the customer, and operate a council meeting.

• Preparing name cards for new joiners and employee upon request.
• Oversees & manages office equipment & wellness purchases including upkeeping,services, & renewal.
• Key Administrator for new staffs & resignees at ELID system
• Generates and manages all office expenses pay