Authorized Service Partner Controller

Job Title: Authorized Service Partner (ASP) ControllerJob Description:The ASP Controller manages the performance, quality, and compliance of our third-party Authorized Service Partners (ASPs). You will bridge internal teams, logistics, and external repair centers to ensure customer repairs are fast, efficient, and meet ASUS KPIs.Key Responsibilities:1. Partner Performance & KPIs* Monitor SLAs: Track Turnaround Time (TAT), 2nd Return Rates and other related service KPIs.* Manage Backlogs: Review daily pending cases and push ASPs to finish the repairs within TAT.* Lead Reviews: Run weekly performance meetings with partners.2. Quality & Training* Audit Facilities: Check repair setups through regular on-site and remote audits.* Enforce Policies: Ensure technicians follow correct diagnostic and repair steps.* Coordinate Training: Manage partner onboarding and technical training programs.3. Parts Management* Track Inventory: Monitor spare parts management at partner locations to avoid repair delays.4. Complaint Resolution* Handle Escalations: Act as the main point of contact for customer complaints.Requirements:Education & Experience* Degree: Bachelor’s degree in business, Supply Chain, IT, or Engineering.* Experience: 3–5 years in IT service, vendor management, or tech support is preferred.Skills* Tech Knowledge: Good understanding of laptops, motherboards, and PC parts.* Data & Tools: Strong skills in Microsoft Excel and data analysis.* Vendor Management: Ability to manage third-party partners and meet KPIs.* Communication: Good communication skills to resolve customer and partner issues smoothly.* Presentations: Proficient in PowerPoint with strong presentation skills is a plus.Disclaimer:When you submit your information to LinkedIn, your information will be collected, processed, and used by LinkedIn. LinkedIn will share your information to ASUS for job recruitment purpose.