After-Sales Service Manager (APAC)

landi international (singapore) pte. ltd.; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

LANDI is seeking an After-Sales Service Manager (APAC) to lead regional post-sale service and warranty infrastructure across Asia-Pacific. You will build and scale an authorized service provider network, establish robust RMA workflows, and drive improvements in repair turnaround times.

This role bridges global standards with local execution to protect product reliability and optimize costs. You will manage vendor governance, escalation handling, and data analytics to deliver executive dashboards

Qualifications

• Bachelor’s degree in business administration, engineering, operations management, or related field.
• Minimum 5–8 years in regional after-sales or service operations.
• Experience with hardware consumer electronics advantageous.
• Strong vendor governance and program management skills.

Responsibilities

• Lead the regional post-sale service and warranty infrastructure across APAC.
• Build and manage an ASP network and optimize repair turnaround times.
• Define and enforce SLAs with vendors and service partners.
• Drive data-driven insights and executive reporting to APAC leadership.

Skills

Cross-border stakeholder management

Data-driven problem solving

Vendor management

Project coordination

Education

Bachelor’s degree in business administration/engineering/ops management

Tools

Salesforce

ERP systems

Excel

Power BI

Tableau

Job description

Job Summary

As the After-Sales Service Manager (APAC), you will lead, scale, and optimize our regional post-sale service and warranty infrastructure across the Asia-Pacific region. In this strategic and hands-on role, you will build a high-performing authorized service provider (ASP) network, implement robust RMA workflows, and dramatically improve repair turnaround times (TAT). Serving as a key bridge between global standards and local market execution, your efforts will directly protect LANDI’s product reliability, manage operational costs, and elevate the regional customer experience.

Key Responsibilities

Strategic Procurement & Vendor Selection (RFI / RFQ)

• Procurement Leadership: Lead the end-to-end preparation, structuring, and issuance of Requests for Information (RFI) and Requests for Quotation (RFQ) to source regional service providers, repair centers, and logistics partners.
• Commercial Evaluation: Define technical, operational, and commercial evaluation criteria to systematically grade vendor proposals against cost and service capabilities.
• Contract Negotiation: Partner with Legal and Procurement teams to negotiate competitive pricing, commercial terms, and robust Service Level Agreements (SLAs) with finalist bidders.

APAC Service Network & Partner Management

• Network Scaling: Recruit, onboard, and manage third-party service partners and Authorized Service Centers (ASCs) to guarantee comprehensive regional market coverage.
• Vendor Governance: Define, track, and enforce stringent Service Level Agreements (SLAs) regarding repair quality and timelines.
• Escalation Handling: Act as the ultimate regional checkpoint for complex technical escalations, ensuring minimal business disruption for key clients.

Process Optimization & Supply Chain Continuity

• Workflow Engineering: Continuously evaluate and streamline end-to-end after-sales workflows, driving downs in Turnaround Time (TAT) and operational friction.
• Inventory Control: Partner with supply chain teams to oversee forward and reverse logistics for spare parts, predicting regional inventory demands while keeping costs under control.
• RMA & Claims: Manage the end-to-end Return Merchandise Authorization (RMA) and warranty claim payment structures transparently and effectively.

Policy Enforcement & Data Intelligence

• Warranty Compliance: Ensure consistent communication and deployment of LANDI's warranty policies to regional clients and service center networks.
• Data-Driven Insights: Run deep-dive analytics on repair data, product failure rates, and customer feedback trends to identify systemic product quality issues.
• Executive Reporting: Convert operational numbers into regular performance dashboards and present strategic improvements directly to APAC senior leadership.

Job Qualifications

• Education: Bachelor’s degree in business administration, Engineering, Operations Management, or a related discipline.
• Experience: Minimum 5–8 years of proven experience in regional after-sales management, technical customer service operations, or workshop/repair center management.
• Industry Background: Prior experience managing hardware products, consumer electronics, or terminal-based technology infrastructures is highly advantageous.
• Technical Savvy: Deep understanding of warranty frameworks, operational scaling, RMA processes, and data-driven root cause analysis.
• Tools: Proficiency in CRM systems (e.g., Salesforce), modern ERP platforms, and data analysis software (Excel, Power BI, or Tableau).
• Soft Skills: Outstanding cross-border stakeholder management skills with a strong record of managing decentralized, multinational partner networks.