Senior After sales Manager

Key Responsibilities

1. Spare Parts Business Management

• Take full ownership of end‑to‑end spare parts business development and operational management for The Philippines market, build and continuously iterate complete corporate spare parts governance system, covering strategy formulation, organizational setup, process specification and KPI assessment.

• Lead the design and implementation of spare parts warehousing & distribution system, including warehouse site planning & facility construction, inventory strategy, safety stock setting, inventory health monitoring, inbound‑outbound management and cross‑region logistics coordination; drive inventory turnover improvement and reduce overstock & obsolescence risks.

• Own spare parts demand forecasting, sales target delivery, dealer parts agreement negotiation & execution, parts ordering allocation, return, replacement and repair workflow; continuously optimize parts supply responsiveness and parts fill rate for dealer network.

• Formulate, roll out and track execution of spare parts related policies, dealer incentive & penalty mechanisms, parts pricing rules; conduct regular parts business audit for dealers, identify gaps and drive corrective actions.

• Monitor core spare parts KPIs including parts sales volume, parts turnover rate, fill rate, inventory ageing, dealer parts compliance; deliver annual spare parts business objectives.

2. Call Center Operations Management

• End‑to‑end responsibility for The Philippines‑wide call center after‑sales service operations, design localized full‑scope operation framework including organization structure, service workflow, escalation mechanism and SLA standards aligned with CHANGAN global service requirements and local market characteristics.

• Define call center operation model, select and evaluate service vendors/partners, lead commercial negotiation, SLA contract signing, and oversee CRM/call center system deployment, acceptance and continuous iteration.

• Build up complete capability system for call center team: formulate role responsibilities, design tiered training system for agents & supervisors, supervise daily shift management, workflow compliance, quality monitoring and internal KPI system setup (first‑call resolution, average-handling time etc.).

• Conduct regular quality audit for call center service, supervise agent performance, service compliance, complaint closed‑loop handling and customer satisfaction; drive service quality improvement, reduce complaint escalation rate to headquarters.

• Establish cross‑linkage mechanism between call center, dealer network, spare parts team and quality department; ensure fast information transmission and joint resolution for complex customer cases.

3. Service Operation Management – Front‑line Dealer Operation

• Standardize full‑cycle after‑sales service operations across nationwide dealer network; enforce CHANGAN global service protocols, maintenance technical standards, warranty policy and parts supply chain requirements; conduct on‑site supervision to ensure consistent implementation at dealer front‑line outlets.

• Lead dealer after‑sales capability building: organize systematic technical & service training, deliver on‑site technical guidance for under‑performing dealers; carry out regular dealer service audit & evaluation, diagnose front‑line pain points in repair efficiency, workshop management, customer reception and service profitability; roll out improvement plans and track closure.

• Take charge of complex customer complaints, market quality issues and warranty claim disputes in The Philippines market; establish multi‑level complaint escalation & joint resolution process, strictly comply with local consumer protection laws and regulations to resolve customer conflicts and control brand reputation risk.

• Track core after‑sales operational KPIs including repair throughput, dealer service profitability, customer complaint rate, parts turnover rate and overall customer satisfaction; identify front‑line operational bottlenecks, design targeted optimization initiatives, push implementation among dealer network and deliver annual after‑sales overall KPI targets.

Requirements

• Minimum 5‑years automotive after‑sales management experience in The Philippines market; solid hands‑on management experience covering spare parts full‑chain operation, call center service management and dealer front‑line after‑sales operation, with deep understanding of passenger vehicle after‑sales network management and end‑to‑end warranty claim business.

• Candidates with regional after‑sales management experience covering both new energy vehicles and internal‑combustion vehicles, and proven track record in lifting parts business performance / call center service level / dealer front‑line service capability will be highly preferred.

• Excellent cross‑department & cross‑stakeholder coordination capability: able to align with global headquarters, manage local dealer network, communicate with end‑customers and industry & regulatory bodies, push cross‑team issue resolution.

• Strong on‑site management, execution and problem‑solving capabilities; initiative to identify front‑line risks and gaps, lead improvement projects; proven leadership to drive internal and external partners for target delivery.

• Strong customer‑oriented mindset; good at digging service pain points from real customer feedback and driving continuous service system improvement.

• Bachelor's degree or above, major in Automotive Engineering, Automotive Service, Business Administration or related disciplines is preferred.

• Native‑level English or advanced business English proficiency; capable of conducting independent commercial negotiations, producing full‑English business reports, and communicating smoothly with local government and corporate stakeholders. Candidates who can speak Chinese will be given preference.