Service Operations Manager (Major Home Appliances)

Responsibilities:

• Build and manage the nationwide service network covering installation and maintenance for refrigerators, washing machines, and air conditioners.
• Develop and optimize service operation processes, SOPs, and quality standards.
• Monitor daily service KPIs such as TAT (Turnaround Time), FFR (First Fix Rate), and CSAT (Customer Satisfaction).
• Manage service partners’ performance and conduct regular audits, training, and incentive evaluations.
• Work with logistics, parts, and sales teams to ensure seamless customer experience from order to service completion.
• Lead digital transformation of service operations (system integration, online tracking, etc.).
• Analyze service data and identify improvement areas for efficiency and cost reduction.
• Handle critical customer complaints and develop prevention mechanisms.
• Prepare service reports and support annual budgeting and...