Service Operations Manager (Major Home Appliances)

Responsible for the overall service network and operational management of after-sales services for major home appliances, including instalation, repair, customer satisfaction, and service partner performance.

Key Responsibilities:

- Build and manage the nationwide service network covering instalation and maintenance for refrigerators, washing machines, and air conditioners.

- Develop and optimize service operation processes, SOPs, and quality standards.

- Monitor daily service KPIs such as TAT (Turnaround Time), FFR (First Fix Rate), and CSAT (Customer Satisfaction).

- Manage service partners performance and conduct regular audits, training, and incentive evaluations.

- Work with logistics, parts, and sales teams to ensure seamless customer experience from order to service completion.

- Lead digital transformation of service operations (system integration, online tracking, etc.).

- Analyze service data and identify improvement areas for efficiency and cost reduction.

- Handle critical customer complaints and develop prevention mechanisms.

- Prepare service reports and support annual budgeting and strategic planning.

Requirements:

- Bachelor's degree or above in Business, Engineering, or related field.

- 5–8 years of experience in service operations management, preferably in home appliance or consumer electronics industry.

- Proven experience in managing service partners or nationwide networks.

- Strong project management and cross-functional coordination skills.

- Data-driven mindset with solid analytical and reporting ability.

- Fluent in English and local language.