After Sales Service Manager
23 hours ago
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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