After-Sales Region Manager

2 days ago

Greater Kuala Lumpur, Malaysia Xiaomi Technology Full time 120,000 - 240,000 per year

Key Responsibilities:

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

Qualifications & Requirements:

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

Key Performance Indicators (KPIs):

  • Customer satisfaction rating
  • Service turnaround time
  • Cost efficiency in after-sales operations
  • Complaint resolution rate
  • Team performance and training effectiveness
  • Spare parts availability and usage efficiency

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