Job Purpose: Responsible for the overall service network and operational management of after-sales services for major home appliances, including installation, repair, customer satisfaction, and service partner performance.
Key Responsibilities:
- Build and manage the nationwide service network covering installation 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.
- 58 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 Thai language.
