Service Manager

Responsibilities

• End-to-End Service Oversight: Manage all after-sales operations, including installation, repairs, claims, and preventative maintenance for all home appliance categories.
• Quality Assurance: Control the service quality of both in-house and outsourced technical teams to meet company standards and maximize customer satisfaction.
• Resource Management: Strategically plan and manage manpower, spare parts, and tools to ensure resources meet service demands.
• Process Optimization: Continuously develop service workflows to improve efficiency, reduce turnaround time, and elevate the customer experience.
• Data & KPI Analysis: Track service cases, analyze complaints, and monitor KPIs to provide strategic recommendations to executive management.
• Cross-functional Collaboration: Partner with Production, Sales, and relevant departments to resolve product quality issues effectively.
• Leadership & Mentoring: Provide technical guidance and communication coaching to the service team to foster a high-performance culture.
• Training & Development: Conduct training for technicians and service agents regarding repair standards and customer service excellence.

Qualifications

• Bachelor's degree or higher in Mechanical, Electrical, or Electronics Engineering, or a related field.
• Experience: Minimum of 5 years in after-sales service, with at least 2 years in a management or leadership role (highly preferred).
• Product Knowledge: Solid understanding of home appliances (e.g., vacuum cleaners, air purifiers, etc.).
• Technical Skills: Proficiency in managing repair teams, Quality Control (QC), and strong negotiation and interpersonal skills.
• System Proficiency: Experience with CRM, ERP, or specialized service management systems is a significant advantage.
• Work Schedule: Ability to work 6 days a week (Mon–Sat, 09:00–18:00) and work 100% On-site.