Country Head of Service, Thailand

Office Location: Bangkok, Thailand (Nationwide Travel Required)

Industry: Consumer Electronics and Home Appliances

Reports To: Regional Service Director (APAC)

About the Role

We are seeking an experienced and commercially driven Country Head of Service to lead nationwide after-sales service operations across Thailand for a leading home appliance business.

This role oversees the full service ecosystem including field technicians, authorized service partners, service centers, spare parts operations, warranty management, customer support, and nationwide service delivery. The incumbent will drive operational excellence, customer satisfaction, profitability, and service network expansion while ensuring consistent brand standards across Thailand.

Key Responsibilities

• Lead Thailand's end-to-end after-sales service operations across all regions
• Own service strategy, operational KPIs, budget, and P&L performance
• Manage field service teams, regional operations, and authorized service partners nationwide
• Drive service quality, turnaround time, first-time fix rates, and customer satisfaction
• Oversee spare parts planning, inventory control, and logistics efficiency
• Ensure compliance with local regulations, warranty policies, and safety standards
• Build strong cross-functional collaboration with Sales, Supply Chain, Finance, HR, and Regional HQ
• Lead continuous improvement initiatives to enhance productivity, cost efficiency, and customer experience

Requirements

• Bachelor's Degree in Engineering, Business, or related discipline
• 7–10 years experience in after-sales/service operations, preferably within the home appliance industry
• Minimum 3 years in a senior leadership role managing large-scale service operations
• Strong knowledge of field service management, warranty operations, and spare parts logistics
• Proven leadership, P&L management, and stakeholder management capabilities
• Fluent in Thai and able to communicate effectively in English
• Willingness to travel extensively across Thailand

Success Metrics

• Service revenue & profitability growth
• Customer Satisfaction (CSAT) & NPS
• First-time fix rate & service turnaround time
• Nationwide service coverage & partner performance
• Spare parts availability & inventory efficiency