After Sales Service Manager
Bosch Lihat semua pekerjaan
- Petaling Jaya, Selangor
- Tetap
- Sepenuh masa
- Develop and execute after-sales service strategies, including service network optimization, quality assurance, spare parts management, warranty program administration, and customer loyalty initiatives.
- Lead, mentor, and manage service teams to consistently achieve service level agreements and performance targets.
- Monitor and enhance customer satisfaction through key metrics such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores, while implementing effective complaint resolution protocols.
- Collaborate with sales, marketing, and logistics departments to align after-sales operations with organizational business objectives.
- Oversee budgeting and financial management for service operations to optimize resource allocation and profitability.
- Ensure full compliance with Bosch regulations, industry standards, safety requirements, and quality control procedures.
- Conduct comprehensive analysis of service data to identify operational trends, implement process improvements, and minimize downtime and recurring issues.
- Cultivate and maintain strategic relationships with key service partners and network providers to enhance service delivery capabilities and resolve escalated customer concerns.
- Generate detailed performance reports on service metrics, including critical KPIs such as average service time, rejection rates, and after-sales revenue generation.
- Bachelor's degree in Business Administration, Engineering, Management, or a related field.
- Minimum 5-10 years of progressive experience in customer service, operations, or after-sales management, with at least 2-3 years in a supervisory or managerial capacity within the relevant industry.
- Demonstrated expertise in leading and developing high-performing teams to achieve service level agreements and performance targets.
- Proven ability to communicate effectively with diverse stakeholders, including customers, partners, and internal teams, with a strong customer-centric orientation.
- Advanced problem-solving capabilities with the ability to address complex service issues efficiently and systematically.
- Proficiency in Microsoft Office applications, service management systems, and financial analysis.
- Willingness to travel as required to support service network operations and field service activities.
- Flexible working environment
- Flexible benefits allowances
- Employee discounts on Bosch products
- Associate Development programs @ BOSCH
- A working environment that promotes diversity and inclusivity