After Sales Project Manager
Summary
Manages after-sales service operations for home appliances (robot vacuums, air conditioners, TVs, washing machines, refrigerators) in Petaling Jaya, leading technical and customer service teams, tracking KPIs and turnaround times, and overseeing warranty, spare-parts, and repair workflows. Needs 3-5 years in after-sales ops; Mandarin is an advantage. RM4,500-5,000/month.
Salary: RM 4,500 – RM 5,000 per month
About the role
Lead and manage the overall after-sales service operations for home appliance products, ensuring efficient, timely, and high-quality service delivery. Oversee daily operations across technical service teams, customer service personnel, and service coordinators, monitoring operational performance, service KPIs, turnaround time, productivity, and customer satisfaction.
Key responsibilities
Oversee daily operations across technical service teams, customer service personnel, and service coordinators
Monitor operational performance, service KPIs, turnaround time (TAT), productivity, and customer satisfaction
Provide technical guidance and troubleshooting support for home appliance products including robot vacuums, air conditioners, televisions, washing machines, and refrigerators
Review complex technical issues, identify root causes, and implement appropriate corrective actions
Develop, implement, and continuously improve operational procedures, Standard Operating Procedures (SOPs), and service workflows
Ensure warranty claims, spare parts management, repair procedures, and service documentation comply with company standards
Establish quality control measures to improve repair accuracy, operational efficiency, and customer experience
Handle escalated customer complaints and ensure timely resolution through effective corrective and preventive actions
Lead, supervise, and evaluate the performance of technical, customer service, and service coordination teams
Conduct training, coaching, and knowledge-sharing sessions to enhance technical competencies, product knowledge, and service quality
About you
Ability to manage manpower planning, workforce allocation, shift scheduling, and resource utilization
Ability to prepare regular operational reports, KPI analyses, service performance reviews, and improvement plans
Ability to identify operational gaps, service bottlenecks, and recurring technical issues and recommend practical solutions
Knowledge of warranty guidelines and service procedures
Ability to maintain effective communication and coordination with headquarters, suppliers, internal departments, and stakeholders
Ability to ensure consistent service standards across teams and operational locations
Job Requirements
Bachelor's degree or above in Business Administration, Engineering, Operations Management, or a related field.
Minimum 3–5 years of relevant experience in after-sales service operations, preferably in the home appliance or consumer electronics industry.
Proven experience in managing technical teams, customer service personnel, and service coordination operations.
Strong technical knowledge of home appliances, including robot vacuums, air conditioners, televisions, washing machines, and refrigerators.
Fluent in Mandarin Chinese is advantage, with the ability to communicate effectively with headquarters, suppliers, and Chinese-speaking stakeholders.
Good command of English for business communication, reporting, and coordination with internal and external stakeholders.
Strong leadership, problem-solving, analytical, and decision-making skills.
Ability to manage multiple priorities, resolve escalated issues, and drive continuous operational improvements.
Proficient in Microsoft Office and operational reporting systems.
Willing to travel between service locations when required.