Service & After-Sales Manager

Job Title: Service & After-Sales DirectorDepartment: Service DivisionWorkplace: Office of Thai Binh Hung Thinh Joint Stock CompanyI. Job Description:Responsible for building, managing, and operating the entire repair, maintenance, warranty, and after-sales customer service system.Ensure service quality, response time, and customer satisfaction according to the company's standards.II. Key Responsibilities:1. Develop and operate the after-sales service system- Establish and refine the process of receiving, handling, and responding to customer complaints and technical requests.- Set up technical service centers or collaborate with authorized warranty stations nationwide.2. Organize repair and maintenance operations- Set up systems for periodic maintenance, incident handling, and product warranty.- Monitor progress, quality, and repair costs.- Build strategic spare parts warehouses at key service locations.3. Manage the technical and after-sales personnel- Initial team expected to include 15–20 technicians and service specialists.- Organize training, skill assessments, and performance evaluations for technical staff.4. Customer relationship management- Develop after-sales policies: extended warranty, periodic maintenance packages, technical support promotions.- Manage CRM system, gather customer feedback, and prepare regular service reports.- Organize customer appreciation events and training sessions on product usage and maintenance.5. Collaborate with Production and Technical Departments- Submit regular reports on field technical issues to support product improvement.- Propose component and design enhancements to improve durability and reduce repair costs.6. Manage service & after-sales budgets- Establish cost benchmarks and service profitability calculations.- Monitor revenue from maintenance packages, spare parts, and upgrade services.