Job Purpose

Support the efficient operation of the service center by managing day-to-day after-sales activities including service requests, customer satisfaction, spare parts coordination, and technician dispatch. Ensure smooth execution of maintenance, warranty, and repair services to maximize customer retention and operational performance.

Key Tasks and Responsibilities

1. Accountabilities

• Supervise daily after-sales operations, ensuring timely handling of service tickets, repairs, and customer inquiries.
• Monitor service SLAs, turnaround times, and repair quality standards in collaboration with technical teams.
• Oversee spare parts availability, ordering, and usage in coordination with the spare parts department.
• Assist in managing service technicians’ schedules and performance across customer and in-house visits.
• Track and resolve escalated customer complaints professionally and promptly.
• Support implementation of warranty policies, service programs, and recall campaigns as required.
• Contribute to service process improvement initiatives, cost control, and productivity KPIs.
• Generate and analyze service center reports (e.g., volume, cost, satisfaction) for decision-making.
• Coach and develop service coordinators or front-office staff for high-quality customer interactions.
• Ensure documentation and system entries are accurate, complete, and compliant.

2. Know-How

• Strong understanding of after-sales service processes, customer handling, and technical coordination.
• Familiarity with CRM systems, service ticketing tools, and spare parts workflows.
• Team supervision, multitasking, and cross-functional communication skills.
• Knowledge of warranty terms, repair cost estimation, and basic diagnostics.

3. Problem-Solving

• Resolve service delays, spare parts shortages, or technician scheduling conflicts.
• Manage difficult customers and complaints while balancing cost, quality, and brand reputation.
• Optimize limited resources to achieve service KPIs across high-demand periods.