Service Operations Manager

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 installation and maintenance service network for refrigerators, washing machines, and air conditioners.

- 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, major in business, engineering or related fields.

- 5-8 years of service operation management experience, with experience in the home appliance or consumer electronics industry preferred.

- Experience in managing service partners or a national network.

- Excellent project management and cross-departmental coordination skills.

- Data-driven thinking, as well as solid analytical and reporting capabilities.

- Fluent in both English and the local language.