The WEU Regional Aftersales Service Channel Management Manager is responsible for managing and optimizing the aftersales services for white goods products, with a focus on washing machines, refrigerators, and air conditioning units. The role involves overseeing the aftersales experience, managing repair and maintenance services, developing & coordinating with repair centers, and ensuring customer satisfaction. The ideal candidate will have a strong background in the white goods industry, excellent leadership skills, and a deep understanding of technical service operations.

Key Responsibilities:

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.

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.

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.

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.

Qualifications:

• University’s degree in Business Administration, Engineering, or a related field.
• Minimum of 5-7 years of experience in aftersales service channel management or operations, preferably in the white goods or consumer electronics industry.
• Strong knowledge of washing machines, refrigerators, and air conditioning systems.
• Proven leadership and team management skills.
• Excellent problem-solving and decision-making abilities.
• Strong customer focus with a commitment to delivering high-quality service.
• Experience with ERP/CRM systems and proficiency in data analysis tools.
• Excellent communication and interpersonal skills.
• Fluent both in English & Chinese.