After Sales Service Manager

DLAB Scientific Malaysia Sdn Bhd; Kulai; On-site; MYR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated After-Sales Manager to oversee the management of after-sales services in both domestic and international markets. This role involves enhancing customer satisfaction through effective complaint resolution and service management. The ideal candidate will have a strong background in electronics or mechatronics, with significant experience in after-sales service and team management. Join a dynamic team where your leadership and problem-solving skills will contribute to the continuous improvement of customer service and operational processes, ensuring a high level of professionalism and customer care in a fast-paced environment.

Benefits

Electronic instrument technology experience

Training and development opportunities

Qualifications

• 3-5 years of experience in technical or after-sales service of electronic instruments.
• Strong management ability and effective problem-solving skills.

Responsibilities

• Manage after-sales affairs and improve customer satisfaction.
• Develop and train the after-sales team and improve work processes.
• Conduct data analysis and coordinate with departments for solutions.

Skills

Management Skills

Customer Service Skills

Problem-Solving Skills

Interpersonal Communication

Planning and Execution

Education

Bachelor's degree in Electronics or Mechatronics

Job description

Job Responsibility

• Be responsible for the overall management of after-sales affairs in the company's domestic and international markets, reply to and solve specific domestic and international maintenance feedback cases, handle customer complaints, and improve customer satisfaction.
• Be able to independently handle the after-sales work of all customers in the international market, including the preparation of after-sales service manuals in both English, and assist in the shooting of maintenance videos, etc.
• Manage the employees of the after-sales department, develop and train the after-sales team, establish and improve the systems and relevant work processes of the after-sales department.
• Establish a technical analysis process system for product after-sales problems; continuously improve the skills and professionalism of after-sales work.
• Conduct after-sales early warning and maintenance data analysis, report product problems in a timely manner, communicate and coordinate with relevant departments to find solutions.
• Manage after-sales accessories.
• Manage customer service.
• Perform other tasks assigned by superiors.

Job Requirements

• Major in electronics, mechatronics or related majors, bachelor's degree or above.
• Have more than 3-5 years of work experience in technical or after-sales service of electronic instruments, have team management experience, and those with work experience in after-sales service of small industrial product manufacturers will be given priority.
• Have strong management ability, judgment and decision-making ability, interpersonal communication and coordination ability, planning and execution ability.
• Have excellent customer service and communication skills, and effective after-sales problem-solving skills.
• Be meticulous and rigorous in work, and have a high degree of work enthusiasm and a strong sense of responsibility.
• Be able to adapt to irregular international business trips to meet the specific after-sales needs of customers, have good English communication and writing skills, have a team spirit, and be able to withstand high pressure.

Job Benefits

Electronic instrument technology experience in after-sales service.