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Aftersales Manager

The After-Sales Service Manager is responsible for leading service strategies and ensuring the effective implementation of Haier’s global service standards. This role focuses on optimizing service systems, enhancing customer experience, reducing service costs, and strengthening technical capabilities across markets while supporting long-term business growth.

Key Responsibilities

1. Service Strategy & Planning

Develop and implement overseas after-sales service strategies aligned with corporate objectives.
Conduct market analysis to identify service gaps and improvement opportunities.
Drive strategic initiatives to enhance service efficiency and customer satisfaction.

2. Service System Development & Optimization

Lead the establishment and continuous improvement of the national service system.
Monitor implementation progress and ensure adherence to global standards.
Control and optimize service costs to enhance competitiveness and profitability.

3. Service Model Transformation

Manage the transformation and upgrading of service models to meet evolving market demands.
Lead service support projects, ensuring resource integration and milestone achievement.
Promote innovative solutions to improve service delivery efficiency.

4. Product Quality Collaboration

Partner with regional and industry quality platforms to drive product quality improvements.
Analyze service feedback and failure data to support product enhancement initiatives.
Ensure a closed-loop feedback mechanism between service and manufacturing.

5. Spare Parts Management

Establish and maintain an effective spare parts management system.
Ensure timely availability and optimal inventory levels to support maintenance operations.
Improve logistics and supply chain efficiency for parts distribution.

6. Technical Training & Capability Development

Develop and implement technical training systems for local service teams.
Enhance the skills and competencies of assembly and service engineers.
Promote the adoption of Haier’s standardized service procedures and best practices.

7. Service Digitalization & Informatization

Drive the implementation of digital service platforms and tools.
Promote national service informatization to improve operational transparency and efficiency.
Leverage data analytics to enhance decision-making and service performance.

8. Customer Support & Experience Management

Oversee call center operations, including multi-channel and multimedia customer interactions.
Ensure timely resolution of customer complaints and issues.
Continuously improve customer satisfaction and deliver a best-in-class service experience.

Qualifications & Requirements

5–10+ years of experience in after-sales service, operations, or service management, preferably in the appliance or manufacturing industry.
Strong leadership and project management capabilities.
Experience in international or multi-market operations is highly desirable.
Excellent analytical, communication, and problem-solving skills.
Familiarity with service systems, CRM platforms, and digital transformation initiatives.

Core Competencies