Assistant Manager-After-Sales Service Operations

What you'll do

• Oversee daily after-sales service operations, including field service activities, service centre operations, repair coordination, and job closure.
• Monitor and drive key service KPIs, including Repair Turnaround Time (RTAT), Technician NPS, pending jobs, and service productivity. Identify performance gaps and implement improvement actions.
• Manage daily technician scheduling, appointment allocation, workload distribution, and manpower utilization to ensure timely service delivery.
• Monitor outstanding and overdue jobs, analyze job ageing, coordinate follow-ups, and drive timely resolution to reduce the service backlog.
• Handle customer complaints and escalations related to repair delays, repeated failures, missed appointments, and service quality. Coordinate with relevant teams to ensure timely resolution.
• Monitor service centre performance, repair progress, parts availability, and operational efficiency to ensure timely completion of repairs.
• Prepare Monthly Business Review (MBR) reports and weekly service performance updates covering KPI results, operational issues, root-cause analysis, and corrective action plans.
• Participate in and coordinate weekly service review meetings, provide performance updates, follow upon action items, and ensure timely closure of outstanding issues.
• Identify operational bottlenecks, strengthen service processes, ensure accurate system updates and job closure, and implement initiatives to improve service efficiency and customer satisfaction.
• Work closely with the call centre, technicians, service centres, technical support, spare parts team, and service partners to ensure smooth end-to-end service operations.

What you must have

• Bachelor's Degree or Diploma in Business, Engineering, Operations Management, or a related field.
• Minimum 3 years of experience in after-sales service operations, customer service operations, or service management

Nice if you have

• Strong analytical, reporting, and problem-solving skills.
• Excellent communication and stakeholder management skills.
• Advanced proficiency in Microsoft Excel and PowerPoint.