Head of Warranty Services (Customer Service & After-sales)

1. Oversee and manage overall Customer Service (CS) operations

• Lead and manage the end-to-end operations of the Customer Service function, including call center and warranty system operations
• Ensure all customer requests are properly received, categorized, processed, and responded to in accordance with established procedures
• Monitor and coordinate the service workflow from call center → system → technical team → service completion
• Oversee activities related to spare parts management

2. Manage warranty system and service network

• Supervise warranty operations across branches and Authorized Service Centers (ASCs)
• Coordinate between in-house technicians and ASCs to ensure service quality and turnaround time
• Track and resolve delayed, backlogged, or exception cases outside standard processes

3. Team management and development

• Lead recruitment, training, and development of Customer Service and technical teams
• Assign tasks, provide guidance, and support team leaders in managing their teams
• Foster a collaborative and high-performance working environment across functions

4. Customer experience management and complaint handling

• Establish and maintain customer service standards across the organization
• Handle complex complaints or cases requiring cross-functional coordination
• Identify recurring issues and propose improvement actions

5. System management and process improvement

• Develop and standardize processes for warranty intake, handling, and tracking
• Collaborate in the implementation and optimization of management tools (e.g., CRM, ticketing systems)
• Propose solutions to improve operational efficiency and minimize errors

6. Internal collaboration and partner management

• Work cross-functionally with relevant departments to resolve customer-related issues
• Act as the main point of contact for warranty partners and Authorized Service Centers
• Monitor and evaluate collaboration effectiveness with internal and external stakeholders

• Minimum 5 years of experience in Customer Service, After-sales Service, or Warranty operations, with at least 2–3 years in a managerial role
• Proven experience managing technical teams or field service technicians is preferred
• Experience working in multi-branch environments or with external service partners is an advantage
• Knowledge of electrical/electronic/technical products is preferred
• Proactive, accountable, and able to perform well under pressure