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After-Sales Region Manager

After-Sales Region Manager

Xiaomi TechnologyKuala Lumpur, Kuala Lumpur, Malaysia
3 hari lalu
Penerangan pekerjaan

Responsibilities

  • Regional After-Sales Operations : Oversee and manage all after-sales service activities, including customer support, warranty services, and repairs in the designated region.
  • Team Management : Lead, train, and motivate after-sales service teams, ensuring high performance and professional customer interactions.
  • Customer Satisfaction : Ensure excellent customer service by addressing complaints, improving service efficiency, and maintaining high customer satisfaction scores.
  • Dealer & Partner Coordination : Work closely with dealers, service centers, and third-party service providers to ensure high-quality service delivery.
  • Process Improvement : Identify areas for service improvement and implement best practices to enhance efficiency and service quality.
  • Cost Control & Budgeting : Manage the regional after-sales budget, optimize operational costs, and ensure profitability.
  • KPI Monitoring & Reporting : Track key performance indicators (KPIs), analyze service data, and prepare regular reports for senior management.
  • Compliance & Standards : Ensure adherence to company policies, safety regulations, and industry service standards.
  • Parts & Inventory Management : Coordinate with the supply chain team to ensure the availability of spare parts and minimize service downtime.
  • Technical Support & Training : Provide technical guidance and training to service teams and dealers to enhance their capabilities.

Qualifications & Requirements

  • Education : Bachelor's degree in Business Administration, Engineering, or a related field.
  • Experience : Minimum of 5 years of experience in after-sales service management, preferably in the automotive, electronics, or consumer goods industry.
  • Skills :

    • Strong leadership and team management skills.

  • Excellent problem-solving and decision-making abilities.
  • Good communication and negotiation skills.
  • Ability to analyze data and drive performance improvements.
  • Technical Knowledge : Familiarity with service operations, warranty policies, and technical troubleshooting.
  • Language : Proficiency in English and Chinese.
  • Travel Requirement : Willingness to travel within the assigned region as needed.

    • Key Performance Indicators (KPIs)

  • Service turnaround time
  • Cost efficiency in after-sales operations
  • Team performance and training effectivenessSpare parts availability and usage efficiency

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    Manager • Kuala Lumpur, Kuala Lumpur, Malaysia