Aftersales support (Coordinator) - JY

PASONA SINGAPORE PTE. LTD.; Singapore; On-site; SGD 32,000 - 54,000; Full time

Job summary

PASONA SINGAPORE PTE. LTD. seeks a capable professional to manage dealer relationships and oversee aftersales operations from its Tuas West Road location.

The role focuses on achieving Global Aftersales KPIs and coordinating with the Global Service Center to enhance customer satisfaction. The candidate will support aftersales strategies, SOPs, and service improvements, with frequent overseas travel to SEA and APAC regions.

Qualifications

• Bachelor's or Diploma in engineering, preferably power generation.
• Minimum 2 years' experience in dealer management or after-sales.
• Microsoft Office, especially PowerPoint and Excel.
• Good presentation and communication skills; able to work with different levels.
• Willingness to travel overseas frequently to SEA and APAC.

Responsibilities

• Monitor and ensure achievement of Global Aftersales KPIs across regional dealers.
• Support implementation of global after-sales strategies and continuous improvement initiatives.
• Maintain strong relationships with overseas dealers and coordinate with Global Service Center (GSC).
• Coordinate Aftersales Service Agreements and ensure policy compliance.
• Support regional aftersales campaigns, presentations, and improvement programs.
• Travel overseas to support dealer operations, meetings, audits, and product launches.

Skills

Presentation skills

Communication skills

Independent worker

Willingness to travel

Education

Bachelor/Diploma in engineering

Tools

Microsoft Office

PowerPoint

Excel

Job description

Job ID: 20377

• Location: Tuas West Road
• Working hours: 9am - 5.45pm
• Salary: up to $4,500 (Depending on experiences)

Job Description

Strategic & Dealer Relationship Management (25%)

• Monitor and ensure achievement of Global Aftersales KPIs across all regional dealers.
• Support the implementation of global after-sales strategies, objectives and continuous improvement initiatives.
• Maintain strong working relationships with overseas dealers and provide timely support together Global Service Center (GSC) to enhance customer satisfaction.
• Coordinate and administer Aftersales Service Agreements, ensuring compliance with company policies and contractual obligations.
• Support regional aftersales campaigns, after-sales presentation, promotional activities and improvement programs.
• Collect dealer feedback, identify market trends and recommend improvement initiatives to interdepartmental and management

Operational Aftersales Support & Service Excellence (25%)

• Serve as the primary coordination point for dealer aftersales enquiries and secondary to GSC technical support requests.
• Help coordinate with internal departments including Engineering, Sales, Parts and Procurement to resolve GSC issues promptly.
• Monitor service response time, warranty cases, spare parts support and dealer performance.
• Ensure timely follow-up with GSC and closure of dealer requests and customer complaints.
• Support GSC in service planning and overseas dealer assistance whenever required.
• Travel overseas to support dealer operations, meetings, audits, KPIs, product launches, training and aftersales service activities.

Process Management & Continuous Improvement (15%)

• Assist in reviewing existing after-sales workflows and recommend improvements to enhance efficiency and customer experience.
• Develop, standardize and maintain aftersales Standard Operating Procedures (SOPs), work instructions and documentation.
• Identify process bottlenecks and implement corrective and preventive actions.
• Participate in digitalization and automation initiatives to improve operational effectiveness.
• Monitor process compliance and recommend best practices across regional dealers.

System Support, Reporting & Global Service Centre Coordination (25%)

• Attend weekly meeting on dealers operations of the Global Service Centre (GSC) and act accordingly.
• Attend GSC meetings and prepare reports, meeting minutes and follow-up action plans.
• Maintain aftersales records, KPI dashboards and management reports.
• Support CRM implementation or other future after-sales management systems to ensure data accuracy and operational efficiency.
• Analyze after-sales performance data and provide recommendations for continuous improvement.
• Assist in preparing presentations, management reports and KPIs and service performance analysis.

Administrative Support & Corporate Responsibilities (10%)

• Manage after-sales documentation, filing and administrative activities.
• Coordinate internal approvals and maintain after-sales related documentation.
• Support managerial on departmental budgeting, audit requirements and compliance activities.
• Assist in organizing dealer meetings, coordinate GSC training sessions, workshops and events.
• Perform ad-hoc duties, special projects and assignments as directed by managerial.
• To conform with Company Environmental practices
• Any other tasks assigned.

Job Requirement

• Bachelor / Diploma in any engineering discipline, preferably power generation
• Minimum 2 years' experience in dealer management or after-sales.
• Prior experience or understanding of power generation business is a strong advantage
• Microsoft Office, preferably on PowerPoint and Excel
• Good presentation skills needed
• Good communication skills, able to work with different levels of people
• Independent worker and a good player
• Need to travel overseas frequently to SEA and APAC region