Job Summary
The Service Operations Specialist is responsible for supporting after-sales service operations, with a focus on service partner contract management, billing and settlement, KPI monitoring, and operational reporting. The role works closely with service partners and internal teams to ensure smooth operations, accurate settlements, KPI achievement, and continuous improvement of service performance and customer experience.
Key Responsibilities
- Execute the service channel strategy to support the company's after-sales service objectives.
- Commercial Contract Management: Manage the review, submission, signing, renewal, and tracking of service partner contracts and authorization agreements.
- Billing & Settlement Management: Review monthly service partner bills and service fees, follow up on invoices and payment processes, and resolve settlement issues in a timely manner.
- KPI Management: Monitor key service partner KPIs, including TAT, customer satisfaction, and repeat repair rate; regularly prepare KPI reports and follow up on performance improvement actions.
- Data & Operations Support: Maintain service partner contract, cost, and KPI data, and prepare operational reports to support service operations management.
- Cross-functional Collaboration: Work with service partners and internal Finance, Legal, Procurement, and Service teams to ensure timely closure of key actions.
- Collaborate with Quality, Supply Chain, Customer Service, and Sales teams to improve service performance and customer experience.
- Ensure service partners comply with company policies, service standards, and quality requirements.
Qualifications & Requirements
- Bachelor's degree in Business Administration, Finance, Supply Chain, or a related field.
- 2+ years of experience in service operations, contract management, billing/settlement, or vendor management.
- Strong data analysis skills and proficiency in Excel and reporting.
- Good understanding of KPI management and operational performance tracking.
- Strong communication, coordination, and problem-solving skills.
- Detail-oriented, responsible, and able to manage multiple tasks and service partners.
- Good command of English for daily business communication.
What We Offer
- Competitive salary and performance-based incentives.
- Opportunities to build and optimize regional service networks.
- Career development prospects within an international organization.
