Aftersales Service Manager-Home Appliance Product

Responsibilities：

1.This job position is responsible for managing and optimizing the aftersales services for white goods products, with a focus on washing machines, refrigerators, and air conditioning units.

2.The role involves overseeing the aftersales experience, managing repair and maintenance services, developing & coordinating with repair centers, and ensuring customer satisfaction.

3. Aftersales Strategy and Planning : Develop and implement aftersales strategies that align with company objectives and enhance customer satisfaction. Analyze aftersales market trends, benchmark and customer feedback to identify areas for improvement in aftersales services. Set KPIs for the aftersales department and ensure targets are met.

3.Customer Service Management : Oversee customer service teams to ensure timely and effective resolution of customer issues related to washing machines, refrigerators, and air conditioning units. Monitor customer satisfaction levels and develop initiatives to improve customer loyalty. Handle escalated customer complaints and ensure a satisfactory resolution.

4.Service Network Management : Manage relationships with authorized repair centers, ensuring they meet company standards for quality and efficiency. Coordinate with service providers to ensure the availability of spare parts and timely completion of repairs. Conduct regular audits of service centers to maintain high service standards.

5.Reporting and Analysis : Prepare regular reports on aftersales performance, including customer satisfaction metrics, service turnaround times, and cost efficiency. Analyze data to identify trends and make data-driven decisions to improve aftersales operations. Present findings and recommendations to senior management.

Requirements：

1.Bachelor’s degree in Business Administration, Engineering, or a related field. A Master’s degree is a plus.

2.Minimum of 5 years of experience in aftersales service channel management or operations, preferably in the white goods or consumer electronics industry.

3.Strong knowledge of washing machines, refrigerators, and air conditioning systems.

4.Proven leadership and team management skills.

5.Excellent problem-solving and decision-making abilities.

6.Strong customer focus with a commitment to delivering high-quality service.

7.Experience with ERP / CRM systems and proficiency in data analysis tools.

8.Excellent communication and interpersonal skills.

9.Fluent in English

10.This role may require occasional travel to repair centers, customer locations, or industry events.

11.The position typically operates in an office environment with some time spent in the field.

12.The ideal candidate will have a strong background in the white goods industry, excellent leadership skills, and a deep understanding of technical service operations.