after-sale manager assistant

2 weeks ago


Kuala Lumpur, Kuala Lumpur, Malaysia Xiaomi Technology Full time

The After-Sales Region Manager is responsible for overseeing after-sales service operations within the assigned region. This role involves ensuring high customer satisfaction, managing service teams, coordinating with dealers and service partners, and driving continuous improvement in after-sales service processes.

Key Responsibilities:

  1. Regional After-Sales Operations: Oversee and manage all after-sales service activities, including customer support, warranty services, and repairs in the designated region.
  2. Team Management: Lead, train, and motivate after-sales service teams, ensuring high performance and professional customer interactions.
  3. Customer Satisfaction: Ensure excellent customer service by addressing complaints, improving service efficiency, and maintaining high customer satisfaction scores.
  4. Dealer & Partner Coordination: Work closely with dealers, service centers, and third-party service providers to ensure high-quality service delivery.
  5. Process Improvement: Identify areas for service improvement and implement best practices to enhance efficiency and service quality.
  6. Cost Control & Budgeting: Manage the regional after-sales budget, optimize operational costs, and ensure profitability.
  7. KPI Monitoring & Reporting: Track key performance indicators (KPIs), analyze service data, and prepare regular reports for senior management.
  8. Compliance & Standards: Ensure adherence to company policies, safety regulations, and industry service standards.
  9. Parts & Inventory Management: Coordinate with the supply chain team to ensure the availability of spare parts and minimize service downtime.
  10. Technical Support & Training: Provide technical guidance and training to service teams and dealers to enhance their capabilities.

Qualifications & Requirements:

  1. Education: Bachelor's degree in Business Administration, Engineering, or a related field.
  2. Experience: Minimum of 5 years of experience in after-sales service management, preferably in the automotive, electronics, or consumer goods industry.
  3. Skills:
    1. Strong leadership and team management skills.
    2. Excellent problem-solving and decision-making abilities.
    3. Good communication and negotiation skills.
    4. Ability to analyze data and drive performance improvements.
    5. Technical Knowledge: Familiarity with service operations, warranty policies, and technical troubleshooting.
    6. Language: Proficiency in English and Chinese.
    7. Travel Requirement: Willingness to travel within the assigned region as needed.
Seniority level

Associate

Employment type

Full-time

Job function

Management

Industries

Software Development

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