Service Network Manager

Aqua Elektronik; Jakarta Pusat; On-site; IDR 600,000,000 - 850,000,000; Full time

Job summary

Aqua Elektronik Product Service & Support is seeking a senior leader to steer the nationwide service network across Indonesia, ensuring KPI attainment, budget discipline and high service quality.

You will develop strategic plans to strengthen and expand the network, monitor centers and partner performance, and drive continuous improvement across the service ecosystem.

Qualifications

• Bachelors degree in Engineering, Business Administration, Management or related disciplines.
• At least 10 years of experience in After-Sales Service, Service Operations or Service Network Management.
• Strong negotiation, communication and stakeholder management skills.
• Proven leadership ability to coach and develop high-performing teams.
• Ability to analyze operations and implement preventive improvements.

Responsibilities

• Lead and manage the nationwide Service Network to achieve KPI, budget, and quality standards.
• Develop and execute strategic plans to expand the service network across Indonesia.
• Monitor and improve performance of Service Centers and Authorized Partners.
• Establish standardized service procedures and ensure policy compliance.
• Collaborate with Sales, Customer Service and cross-functional teams to improve service quality.
• Drive profitability by optimizing costs and center productivity.
• Lead negotiations with service partners, vendors, and stakeholders.
• Prepare operational reports, business reviews, and performance analyses with actionable recommendations.
• Provide leadership, coaching and mentoring to service operation teams.
• Handle escalations and critical issues promptly and professionally.

Education

Bachelors degree in related field

Tools

Excel

PowerPoint

Word

Job description

• Lead and manage the nationwide Service Network to ensure all service operations achieve the company's KPI, budget, and service quality standards.
• Develop and execute strategic plans to strengthen and expand the service network across Indonesia in line with business objectives.
• Monitor, evaluate, and improve the performance of Service Centers and Authorized Service Partners through regular performance reviews and operational assessments.
• Establish and maintain standardized service procedures, ensuring compliance with company policies, operational guidelines, and customer service standards.
• Collaborate closely with Sales, DSC/ASC, Customer Service, and other cross-functional departments to improve service quality and customer satisfaction.
• Analyze service network performance, identify operational gaps, and implement effective corrective and preventive action plans.
• Drive profitability by optimizing service operation costs, resource allocation, and service center productivity.
• Lead negotiation and relationship management with service partners, vendors, and external stakeholders to ensure long-term business collaboration.
• Prepare regular operational reports, business reviews, performance analysis, and management presentations with actionable recommendations.
• Develop and implement continuous improvement initiatives and innovative solutions to enhance service efficiency and customer experience.
• Provide leadership, coaching, and mentoring to the service operation team while fostering teamwork, accountability, and professional development.
• Handle customer escalations, conflict resolution, and critical operational issues in a timely and professional manner.
• Ensure all service network activities comply with company policies, safety standards, and applicable government regulations.
• Support new business initiatives, system implementation, and service transformation projects to strengthen the company's after-sales capabilities.

Requirements :

• Minimum bachelor's Degree (S1) in Engineering, Business Administration, Management, or other related disciplines.
• At least 10 years of working experience in After-Sales Service, Service Operations, or Service Network Management.
• Strong knowledge of nationwide service network management and service center operations across Indonesia.
• Proven understanding of service operation profitability and cost management.
• Excellent negotiation, communication, and stakeholder management skills.
• Strong analytical thinking with the ability to solve operational problems and implement preventive improvement actions.
• Proven leadership experience with the ability to manage, coach, and develop high-performing teams.
• Capable of handling conflicts and making sound decisions under pressure.
• Self-driven, proactive, and highly motivated to initiate continuous improvement.
• Strong interpersonal and communication skills with the ability to collaborate effectively across departments.
• Fast learner with excellent adaptability in a dynamic business environment.
• Proficient in Microsoft Office applications, particularly Excel, PowerPoint, and Word.

AQUA ELEKTRONIK PRODUCT SERVICE & SUPPORT