Position Summary

This position is responsible for driving operational improvement in CE after-sales service by establishing and managing service initiatives that support the sales organization. The role focuses on service network optimization, KPI management, premium service operations, and VOC handling to improve service efficiency, customer experience, and business performance.

Role and Responsibilities

CE Service Network Management.

• Monitor and continuously improve service processes in alignment with HQ guidelines and local CE BU requirements.
• Improve service coverage, service quality, and turnaround time to meet defined service targets.
• Analyze service network coverage and conduct benchmarking against key competitors.
• Establish and develop new authorized service dealers in weak or uncovered areas.
• Conduct service center audits and control service quality based on global standards and service operation KPIs.

Service Center Improvement

• Deploy global guidelines for standard CE service center operations, including the implementation of innovative systems to track repair status & enhance visibility for customers and internal stakeholders.
• Monitor service KPIs and provide structured feedback, corrective actions, and improvement solutions to service centers.
• Conduct regular business and performance review meetings with service center owners.

Sales Support & Premium Service Operations

• Manage and improve Premium Service operational performance with a strong focus on speed, quality, and customer experience.
• Enhance service quality through standardized operating procedures & engineer qualification control.
• Design and implement new Premium Service schemes aligned with customer pain points to drive sell-out & service revenue growth.

Sales Collaboration & VOC Management

• Respond promptly to sales-related VOC and cross-functional collaboration projects.
• Support sales initiatives through close coordination and joint problem-solving activities.
• Conduct onsite visits to key dealers to collect customer VOC and translate insights into actionable service operation improvements.

Skills and Qualifications

• Bachelor’s degree or higher
• At least 5 years’ of working experiences in Customer Service/After-Sales Service field
• Great customer service skills and experienced with on-site deliver exclusive service to customer
• Communication in Thai and English – able to effectively communicate in a professional, diplomatic, empathetic, and tactful manner using preferred method and level as applicable to the job.
• Ability to work on-site independently and as a team
• Results Orientation – proven ability to set and exceed established targets and willing to go the extra mile to ensure Customer Satisfaction.
• Ability to work in a multi-cultural environment.
• Flexibility to multi-task, prioritize and manage time effectively without compromising deadlines
• Adaptability to Change – able to be flexible and supportive, react swiftly to, and able to positively and proactively assimilate change in a rapid growth environment.
• Systems & Software – proficient level of knowledge of Microsoft Office and/or relevant position software programs.