After-Sales Service Manager (APAC) HQ - Singapore

Deel; Singapore; Vor Ort; SGD 120.000 - 180.000; Vollzeit

Zusammenfassung

Deel is hiring an After-Sales Service Manager (APAC) to lead regional post-sale service and warranty infrastructure in Singapore. You will build and optimize an authorized service provider network, drive RMA workflows, and dramatically improve repair turnaround times.

This is a strategic, hands-on role bridging global standards with local market execution. You will scale service networks, enforce SLAs, manage escalations, and deliver data-driven insights to APAC leadership, while reducing costs

Qualifikationen

• Bachelor's degree in business administration, engineering, operations management, or related discipline.
• 5–8 years regional after-sales management or service operations experience.
• Experience in hardware products or consumer electronics is advantageous.
• Strong understanding of warranty frameworks and data-driven root-cause analysis.

Aufgaben

• Lead and scale APAC post-sale service and warranty infrastructure.
• Build and manage an authorized service provider network across APAC.
• Define SLAs, monitor performance, and handle complex escalations.
• Optimize workflows to reduce turnaround time and operational costs.
• Oversee RMA processes and warranty claim handling with transparency.
• Deliver executive dashboards with repair data and trend insights.

Kenntnisse

Cross-border stakeholder management

Vendor governance

RMA & warranty knowledge

Data-driven decision making

Ausbildung

Bachelor's degree in business administration

Tools

Salesforce

ERP platforms

Excel

Power BI

Tableau

Jobbeschreibung

After-Sales Service Manager (APAC)Job detailsDepartment / APACHQ - SingaporeFull-timeHybrid**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.