After Sales Manager

Job Summary

vivo Singapore is seeking an experienced After-Sales Service Manager to oversee all after-sales service operations in Singapore. The role is responsible for service centre management, repair quality, customer satisfaction, spare-parts control and continuous improvement of service standards.

Key Responsibilities

• Manage the daily operations and performance of vivo’s after-sales service centre.
• Lead and supervise the customer service and technical repair teams.
• Ensure all repairs are completed within the required turnaround time and quality standards.
• Monitor service KPIs, including customer satisfaction, repair turnaround time, repeat-repair rate and complaint-resolution rate.
• Handle escalated customer complaints and ensure timely and professional resolution.
• Develop and implement after-sales service policies, SOPs and quality-control processes.
• Manage spare-parts forecasting, inventory levels, utilisation and obsolete stock.
• Coordinate with vivo headquarters, distributors, retail teams and external service partners on technical and service-related matters.
• Review product defect trends and prepare regular service and quality reports for management.
• Provide technical and customer-service training to internal teams and authorised service partners.
• Ensure warranty claims and service records are accurately maintained and properly documented.
• Manage service-centre operating costs, manpower planning and vendor performance.
• Ensure operations comply with company policies and applicable Singapore regulations.

Requirements

• Diploma or Degree in Engineering, Business Management, Operations Management or a related field.
• At least 5 years of experience in after-sales service, repair operations or customer service management.
• Experience in the smartphone, consumer electronics or telecommunications industry is strongly preferred.
• Strong knowledge of service-centre operations, warranty management and spare-parts control.
• Proven leadership and team-management experience.
• Strong analytical, problem-solving and complaint-handling skills.
• Customer-focused, responsible and able to perform under pressure.
• Good communication skills in English and Mandarin, as the role requires communication with Mandarin-speaking stakeholders and headquarters.
• Proficient in Microsoft Office and service-management or reporting systems.