Job Description
Strategic Planning: Define and implement the overarching after-sales service strategy and annual operational plans.
Leadership & Management: Provide leadership and oversight for all sub-departments, including repair services, technical support, and spare parts management.
Quality Assurance: Establish service quality standards and Key Performance Indicators (KPIs) for the entire service network.
Network Development: Lead strategic decisions regarding the expansion of the service network and the selection of strategic partners.
Budgeting & Optimization: Manage the overall after-sales service budget and optimize operational costs to ensure efficiency.
Value-Added Services: Develop and execute value-added service solutions and preventive maintenance contracts.
Policy Making: Formulate strategic policies regarding warranties and claims management.
System Implementation: Oversee the design and implementation of service management systems and CRM (Customer Relationship Management) tools.
HR Development: Develop programs for training and skill enhancement of the service workforce.
Reporting: Report directly to senior management on service performance, customer satisfaction metrics, and financial KPIs.
