Head of After Sale Service

Job Description Summary:
Create operation process to manage service center and training all Service partner for system and reimbursement through website. Management and support for Spare parts control & planning sale parts, technical training support for Service partner (ASC & Key dealers). Planning & setup service network for authorized Service center (ASC) and Freelancer Technician.

Job Responsibilities:
1. Establish After Saler Service performance that align with the business strategy.

• Supervise and manage the service network team. planning, developing, and monitoring the service network.
• Develop annual strategies in alignment with headquarters directives.
• Create and implement service policies for each country.
• Supervise and coordinate with the factory for quality issue
• Develop and conduct technical training programs for service partner technicians.
• Provide support and training on the service system to authorized service centers (ASCs).
• Manage the service parts supply chain, including purchasing, sales, inventory, and delivery processes.
• Support sales, marketing, and service technicians in resolving customer issues.
• Supervise the call center to ensure effective customer information support.
• Evaluate, audit, and monitor service performance.

2. Develop an extensive partner of diverse, for highly qualified.

• Ensuring customer and dealer satisfaction through effective after-sales service. This involves addressing customer inquiries, resolving complaints, and ensuring excellent customer service.
• Providing technical support to customers and ensuring the quality of products and services offered. This includes monitoring product quality, implementing improvement processes, and ensuring equipment is in good working order.

3. Ensure that all work processes comply with the company's standards and policies.

• Developing strategies to improve service processes and the level of service provided. Managing after-sales service budgets and costs to ensure they are kept at an optimum.
• Inventory and Resource Management: Managing stocks and inventories of spare parts and products. Obtaining competitive bids on tools, equipment, and supplies for cost maximization.
• Managing and monitoring after-sales service KPIs to achieve maximum efficiency. Analyzing customer feedback trends to identify and resolve frequent problems.
• Implementing procedures and processes to improve service quality and reduce delivery times. Developing and implementing quality control processes to ensure the after-sales service operates effectively.

4. Other related duties as assigned.

• Warranty Requirements: Ensuring proper repair order flow to satisfy warranty requirements.
• Marketing Alignment: Aligning the Service Marketing plan with the business requirements.
• Customer Complaint Administration: Administering and managing all aspects of customer complaints and assisting customers in finding resolutions.

Qualifications:

• A minimum of a bachelor's degree in a relevant field such as business management, customer service, or a related discipline is often required.
• 5-10 years of experience in the after-sales service field, preferably in a leadership or management role, is essential. This experience should demonstrate the ability to manage teams and operations effectively.
• Department Management: Manage the day-to-day operations of the department, including staff, resources, and budget.
• Staff Development: Support the professional development of departmental staff.
• Strategic Planning: Engage in strategic planning and decision-making for the department.
• Leadership Skills: Proven leadership and management skills, with the ability to inspire and motivate staff
• Industry Knowledge: In-depth understanding of the after-sales service industry and its operations is essential for effective leadership

Preferred Qualifications:

• Have experiences in Home Appliances industries.
• Leadership Experience: Previous experience in leading teams or departments is highly valued.