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.