CE Channel Service Manager

Job Description

Job Summary:
The CE Channel Service Manager is responsible for managing and optimizing the aftersales services for white goods products, with a focus on washing machines, refrigerators, and air conditioning units. The role involves overseeing the customer service experience post-purchase, managing repair and maintenance services, coordinating with service centers, and ensuring customer satisfaction. The ideal candidate will have a strong background in the white goods industry, excellent leadership skills, and a deep understanding of technical service operations.

Key Responsibilities:
1. According to the current business situation and planning, improve the national white goods service network coverage and continuously optimize;
2. Support the national CE products service business, travel to the site to solve process execution bottlenecks;
3. Service indicator management: regularly organize meetings, formulate and implement improvement plans for the progress of corresponding solutions;
4. Basic business management and process optimization: service settlement management, service contract management, spare parts and warehousing business management, etc.;
5. Customer management: 2B customer demand communication, feedback, and handling; VOC management;
6. Complete the selection of CE product authorized suppliers, standardize installation, repair, etc. business management;
7. Service satisfaction survey, analysis, and improvement plan.
8. Quality Control and Compliance:
Ensure that all aftersales operations comply with industry regulations and company policies.
Monitor product performance post-sales to identify recurring issues and work with the product development team to address them.
Implement quality control measures to maintain high standards in service delivery.
9. Reporting and Analysis:
Prepare regular reports on aftersales performance, including customer satisfaction metrics, service turnaround times, and cost efficiency.
Analyze data to identify trends and make data-driven decisions to improve aftersales operations.
Present findings and recommendations to senior management.

Job Requirement

Qualifications:
1. Bachelor's degree in Business Administration, Engineering, or a related field. A Master's degree is a plus.
2. Minimum of 1-3 years of experience in aftersales management, preferably in the CE products or consumer electronics industry.
3. Strong knowledge of washing machines, refrigerators, and air conditioning systems.
4. Proven leadership and team management skills.
5. Excellent problem-solving and decision-making abilities.
6. Strong customer focus with a commitment to delivering high-quality service.
7. Experience with ERP/CRM systems and proficiency in data analysis tools.
8. Excellent communication and interpersonal skills.