Head of Aftersales(GREE AC)
About GREE AC(Subsidiary of CIG)
We are a leading global HVAC brand
delivering high-performance cooling solutions across residential, commercial,
and industrial markets. We are seeking a highly experienced and
commercially-minded Head of Aftersales to lead and grow our aftersales
division as a full-scale business operation.
Job Summary:
This role requires a strong leader
who can transform aftersales into a profit-generating business unit while driving operational excellence, customer satisfaction, nationwide
coverage, and continuous service innovation.
Key Responsibilities:
1. Aftersales Business Leadership
& Strategy
- Lead
the aftersales function as a strategic business unit with full P&L
responsibility.
- Develop
and implement a nationwide aftersales business strategy aligned with the
company’s commercial and market expansion goals.
- Identify
new revenue streams in services, AMC, parts, extended warranty, and technical
solutions.
- Drive
year-on-year business growth, profitability, and operational efficiency.
2. Nationwide Service Operations Management
- Oversee
all service centers, service partners, and dealer networks across the country.
- Ensure
best-in-class service delivery with high efficiency, reliability, and
consistent technical standards.
- Strengthen
nationwide coverage, response times, and customer touchpoints.
3. Technical Excellence &
Quality Assurance
- Ensure
top-tier technical capability in troubleshooting, VRF diagnostics, inverter AC
systems, and product support.
- Implement
quality standards, audit processes, and service procedures across all regions.
- Increase
First-Time Fix Rate (FTFR), reduce TAT, and elevate NPS/CSAT scores.
4. People Leadership, Training &
Development
- Lead
and mentor nationwide aftersales teams, including engineers, technicians, and
service partners.
- Drive
technician certification programs and continuous technical upskilling.
- Build
a high-performance culture focused on excellence, accountability, and customer
experience.
5. Warranty, Parts & Service
Network Management
- Oversee
warranty administration, claims validation, and escalation management.
- Ensure
availability of genuine spare parts, stock planning, and cost optimization.
- Manage
service partner contracts, SLAs, performance reviews, and compliance.
6. Customer Experience, Escalations
& Dealer Relations
- Strengthen
customer retention through quality service delivery, transparency, and
responsiveness.
- Manage
major escalations, institutional clients, and key account aftersales support.
- Foster
strong relationships with dealers, distributors, and service partners nationwide.
7. Reporting, Compliance & KPI
Management
- Develop
and track national service KPIs, dashboards, and operational metrics.
- Deliver
monthly business performance reports, profitability analyses, and improvement
plans.
- Ensure
compliance with company policies, safety standards, and regulatory
requirements.
Requirements
- Degree
in Mechanical/Electrical Engineering or related field.
- 10+
years in HVAC aftersales or service operations, with at least 5 years in senior
leadership or national management roles.
- Proven
experience managing a nationwide service operation or aftersales business unit.
- Strong
technical knowledge of inverter air conditioners, VRF systems, and advanced diagnostics.
- Strong
business acumen with P&L and commercial management experience.
- Excellent
leadership, communication, and stakeholder management skills.
- Data-driven
decision-making, strategic thinking, and process improvement capability.
- High customer orientation
and strong problem-solving skills.
Benefits
- Competitive
Salary
- 13th Month
Allowance
- Leave
Allowance
- Monthly Performance
Bonus
- Retirement Savings
- Medical Coverage
- Group Life Insurance
- Opportunity to work
in a fast-paced and dynamic environment