Aftersales Operational Manager – TV Products
Job Overview:
People Perfect is looking for an Aftersales Operational Manager who will be responsible for leading nationwide after-sales service operations for TV products, ensuring operational excellence across branches, warehouses, call centers, and Authorized Service Partners (ASPs). The role focuses on enhancing customer satisfaction, improving service quality, managing spare parts and inventory, and driving service KPIs while ensuring compliance with company standards.
Job Responsibilities:
- Lead and manage end-to-end after-sales operations across branches, warehouses, call centers, and Authorized Service Partners (ASPs).
- Monitor and improve nationwide service performance, ensuring achievement of operational KPIs.
- Develop and implement service policies, SOPs, and operational controls.
- Coordinate with product and operations teams for new product service readiness.
- Manage inventory, spare parts planning, and asset accountability.
- Ensure high-quality installation, repair, and field service operations through regular audits and inspections.
- Improve customer satisfaction, turnaround time, and first-time fix rates.
- Monitor ASP performance and drive continuous capability development.
- Control operational costs while maintaining high service quality standards.
- Oversee warranty claims, incentive settlements, and service-related reimbursements.
- Prepare operational reports and recommend process improvements.
Qualifications & Experience:
- Bachelor's or Master's degree in Business Administration, Management, Electrical Engineering, Electronics Engineering, Mechanical Engineering, or a related field.
- Proficiency in Microsoft Excel and ERP/CRM systems.
- 8–9 years of overall experience in after-sales service, branch operations, or service operations.
- 3–5 years of experience in a managerial role.
- Experience in the consumer electronics or home appliances industry is highly preferred.
- Hands-on experience managing Authorized Service Partners (ASPs), customer service operations, field service teams, inventory, and spare parts planning.