Asia
Thailand
LIXIL (Thailand) PCL.
Employee Assignment
Not remote
Full Time
1 September 2025
Job Brief
A self-motivated professional and experienced Customer Care Leader to lead a team of passionate after
sales service team towards delivering excellent customer service and achieving the overall business
goal of being the Best in Service for LIXIL Thailand
Major key responsibility entails training, motivation, and provision of leadership to after sales team
whose main objective is to provide high quality customer service and maximize profit through increased
patronage and revenue from sales of products and services
Job Responsibilities
Business Development
- Strong Business partnering to Sales, Project Sales Engineer, QA, QC, NPD, and commercial team to deliver the end to end customer care service charter.
- Develop clear strategies and KPI to deliver LIXIL objectives in after sales service
- Collecting, interpreting data, analyzing result to establish business needs and strategies for enhancing service level and commercial performances/profitability.
- Perform evaluations, analysis and present reports and recommendations that help LIXIL to remain competitive in the business market. Fully understand the business environment; scrutinize the performance of LIXIL & competitors.
- Drive continuous process improvements and best practices to enhance the effectiveness and efficiency of the business.
- Work closely with Marketing to ensure competitive Recommended consumer price, margin control and promotional activities relevant to support post sales
- Experience in collaborating and influencing Government authorities for product approvals, setting new policies and governance to champion leading topics such as LEEDs, sustainability, MIT etc.
After Sales Services
- Implement strategies effective for ensuring a satisfied clientele and increased returns
- Train, motivate, and lead after sales teams to achieve set objectives and targets
- Maintain strong contact with dealers/customers/consumers to obtain customer feedback regarding product/service quality
- Develop/coach the team to confidently assist customers/dealers in resolving issues and complaints concerning purchased products or services
- Build and establish good work relationship with customers and dealers to facilitate increased patronage and revenue
- Organize promotional and marketing campaigns to create awareness and product publicity
- Supervise the operations of after sales teams to ensure set targets are met
- Experienced in working with hybrid models full time service team with outsourced contractor to improve service commitment nationwide and cost balancing on the P&L.
- Initiate services and program that can continue to alleviate the LIXIL after sales service branding eg, maintenance care program, extended warranty program, etc.
Qualifications
- Bachelors Degree or higher in Science, Engineer, MBA or related field. Having the engineering equipment and spares part management would be the advantages. Prior experience in a management field, preferably customer relationship management is important.
- Demonstrated Strategic Thinking, Strong Business Acumen, Negotiation, customer services, high problem solving and influencing skills. Strong Leadership, coaching and strategy implementation, interpersonal communications and coordinating the activities of the team to ensure customer satisfaction and improved sales
- Commercial oriented with strong analytical skill and provide business strategy to driving the growth and profitability (4P, competitor). Problem solving skills to support team to ensure increased customer satisfaction and repeat revenues.
