After Sales Service Manager

23 hours ago


Bangkok, Bangkok, Thailand Haier Full time

Responsibilities

After-sales System Management(售后系统管理)

  • Own and manage after-sales systems covering repair, return, claim, and service tracking.
  • Ensure data accuracy, system stability, and smooth daily operations.
  • Use system data and service insights to improve workflows and operational efficiency.

After-sales Operations & Coordination(售后集结)

  • Coordinate and consolidate after-sales cases across service centers, dealers, logistics partners, and spare parts warehouses.
  • Track repair and claim progress, manage escalations, and ensure service delivery meets SLA and company standards.
  • Prepare regular performance and operational reports for management review.

After-sales Service Training(售后服务培训)

  • Plan and deliver after-sales service training for service centers, technicians, and internal teams.
  • Develop clear SOPs, service standards, and training materials to ensure consistent service execution.
  • Continuously enhance service capabilities to improve customer experience and reduce repeat issues.

Quality Management & Continuous Improvement

  • Monitor service quality and key KPIs such as TAT, SLA, First Fix Rate, CSAT, and claim rates.
  • Identify recurring service or product issues and drive corrective and preventive actions.
  • Work closely with product, technical, and quality teams to improve service quality and overall after-sales performance.

Qualifications

  • Bachelor's degree or above in relevant fields.
  • 3–5 years of experience
    in after-sales service, service operations, or service center management.
  • Solid knowledge of after-sales systems, repair workflows, and claim handling processes.
  • Proficient in Excel and CRM / after-sales management systems.
  • English language proficiency is a strong advantage.
  • Strong leadership, coordination, and problem-solving skills with the ability to work under pressure.

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