Aftersales Assistant Manager (Technical & Service)

Job Summary

Own after-sales technical excellence, market quality, returns & exchanges, and spare parts readiness for our TV/HA portfolio. You’ll be the technical authority for customers and internal teams, run product trainings, govern repair-to-exchange decisions, manage service partner KPIs, and drive market quality improvements.

Key Responsibilities

1. Technical Support (Customer-Facing & Internal)

• Be the L2/L3 point for product specification queries, technical issues, and quality concerns via phone, email, and chat.

• Lead complex troubleshooting; create clear repair job notes (symptoms, probable root cause, parts).

• Approve/decline repair-to-exchange (RMA) requests based on diagnostics, cost, and company policy.

• Close the loop with Sales, Ops, and Marketing on recurring product issues and customer feedback.

2. Training & Enablement

• Attend manufacturer/product trainings; maintain current technical playbooks (TV and Home Appliances).

• Deliver structured training to customer service agents and repair service providers (curriculum, assessments, refreshers).

• Build knowledge base articles, flowcharts, and macros to raise first-time fix rate and customer satisfaction.

3. Quality Control & Market Feedback

• Monitor and improve market quality KPIs (failure rate, repeat repair, early-life failure, part consumption).

• Collect and analyze quality data; identify quality abnormalities and emerging defect patterns.

• Govern reverse logistics: warranty returns, DOA/defective part returns to vendors, RMA processing.

• Validate solution effectiveness in the field and oversee rollout (SOP updates, partner briefing).

4. Service Partner Governance

• Set and monitor service provider KPIs (eg. Response rate, first-time fix rate, completion rate, CSAT).

• Run monthly reviews; implement corrective action plans and guide and coach underperforming partners if necessary.

• Audit job notes, parts usage, and warranty adherence.

5. Spare parts Management

• Own parts forecasting and planning based on installed base, failure trends, and seasonality; maintain min/max and safety stock.

• Manage procurement, receipts, and put-away with Ops/Logistics; ensure part codes/BOM accuracy and traceability (serial/lot where applicable).

• Drive parts availability for service jobs (allocation, reservations, substitutions), track fill rate and backorders, and expedite critical cases.

• Inventory Control: slow/obsolete analysis, cycle counts, stock accuracy, and writeoff governance with Finance.

6. Returns & Exchanges Management

• Govern and approve exchange/return requests across all channels (customers, retailers) per policy and diagnostics.

• Grade returned units (e.g., DOA, minor cosmetic, major functional) with clear decision trees and disposition codes.

• Continuously refine exchange/return policy (eligibility, SLAs, documentation).

• Coordinate inventory control & movement: receiving, quarantine, evaluation, rework/refurb, restock, or scrap.

• Oversee reverse logistics and vendor RMAs; reconcile credit notes and recovery values with Finance/Procurement.

• Track and prevent leakage/fraud (serial match, tamper checks, repeated claims); drive corrective actions with channels.

Requirements

• 4–8 years in technical support/after-sales/service engineering for appliances or consumer electronics.

• Hands-on troubleshooting knowledge for TV and home appliances.

• Experience training frontline teams and managing service partners against KPIs.

• Strong data skills (MS Power Point, Excel, Power BI)

• Comfortable with CRM (Zendesk/Freshdesk), OMS/WMS, and warranty/RMA workflows.

• Clear written & spoken communication in both English and Mandarin; disciplined documentation; calm under pressure.

• Plus: experience with Shopee/Lazada/Amazon/TikTok customer flows.