After-Sales Service Manager

Key Responsibilities: 1. Strategy Execution & Partner Enablement: Implement regional after-sales service strategies. Collaborate with HQ and regional teams to build agent capabilities through training, coaching, and resource support, driving them to achieve key service targets. 2. Partner Relationship Management: Serve as the main point of contact for regional service agents. Foster strong partnerships through regular communication, performance reviews, and proactive collection of customer feedback and market intelligence. 3. Process Optimization: Analyze and continuously improve agent service workflows and procedures to enhance operational efficiency, service quality, and overall partner/customer satisfaction. 4. Key Account & Premium Support: Provide direct, white-glove after-sales support for strategic and key accounts, including coordination of complex deliveries, advanced technical consultations, and management of warranty & maintenance programs. 5. Service Network Development: Build and expand a robust regional service network. This includes identifying and qualifying new service outlets, establishing their operational standards, conducting regular performance monitoring, and implementing initiatives for quality uplift. 6. Critical Issue Management: Lead the resolution of major customer escalations and critical complaints within the region. Manage cross-functional coordination to ensure timely and effective solutions.

Qualifications & Requirements 1. Bachelor’s degree or higher in Engineering, Business, or a related field. 2. Minimum of 3 years of proven experience in field service management, after-sales operations, key account support, or a similar customer-facing role within a technical or retail environment. 3. Excellent communication, negotiation, and interpersonal skills, with a demonstrated ability to influence and collaborate across departments and cultures. 4. Strong project management and execution skills, with a track record of successfully driving initiatives and building service infrastructure from ground up. 5. Proactive problem-solver with a customer-centric mindset and strong analytical abilities. 6. Willingness and ability to undertake frequent travel (estimated 30-40%) within the assigned region and internationally.