Job Description
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...