Job Objectives:
Responsible for the overall service network and operation management of the large-scale home appliance after-sales service, including installation, maintenance, customer satisfaction, and the performance of service partners.
Main Responsibilities:
- Build and manage a nationwide network for refrigerator, washing machine, and air conditioner installation and maintenance services.
- Develop and optimize service operation processes, standard operating procedures (SOPs), and quality standards.
- Monitor key performance indicators (KPIs) for daily services, such as turnaround time (TAT), first repair rate (FFR), and customer satisfaction (CSAT).
- Manage the performance of service partners and conduct regular reviews, training, and incentive evaluations.
- Collaborate with the logistics, spare parts, and sales teams to ensure a seamless customer experience from order to service completion.
- Lead the digital transformation of service operations (system integration, online tracking, etc.).
- Analyze service data and identify areas for improving efficiency and reducing costs.
- Handle major customer complaints and develop preventive mechanisms.
- Prepare service reports and support annual budgeting and strategic planning.
Requirements:
- Bachelor's degree or above, majoring in business, engineering or related fields.
- 5-8 years of service operation management experience. Those with experience in the home appliance or consumer electronics industry are preferred.
- Experience in managing service partners or a national network.
- Excellent project management and cross-departmental coordination skills.
- Data-driven thinking and solid analytical and reporting capabilities.
- Fluent in both English and the local language.
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