About the Role
Developing a national after-sales service (product repair) strategy to strengthen the company&aposs competitive advantage in terms of product repair, ensuring superior customer experience, and building quality and sustainable service operational capabilities throughout Indonesia.
Responsibilities :
- Develop after-sales service policy directions and roadmaps that align with business objectives and customer needs, encompassing service excellence, operational efficiency, and service innovation.
- Synergize national service activities to establish uniformity in repair processes, SLA compliance, and a quality customer experience.
- Build strategic collaborations with internal teams (Operations, Merchandising, Logistics, Procurement, and customer care) to ensure end-to-end integration within the after-sales service chain.
- Develop annual Service Center budget plans and operational cost efficiency strategies without sacrificing service quality and customer satisfaction.
- Develop analytical reports on repair trends, response times, and service quality outcomes, and provide data-driven strategic recommendations to management.
- Evaluate and develop team performance to achieve maximum work productivity and continuous improvement.
Requirements :
- Bachelors degree in Electrical/Industrial/Mechanical Engineering.
- Minimum 810 years of experience in after-sales service or service center (preferably in the retail, electronics, or consumer goods industry).
- Skill & Knowledge : Service Center Operations Management, SLA & Service Workflow Management, Customer Complaint Handling, Inventory & Spare Parts Management, Budgeting and Cost Control
- Placement : Head Office Kawan Lama, West Jakarta
About Kawan Lama Group
Established in 1955, Kawan Lama Group is a multi-sector group of companies who are constantly innovating for improving the quality of lives. Manages 28 brand portfolios operating in six different sectors: Commercial & Industrial, Consumer Retail, Food & Beverages, Property & Hospitality, Manufacturing & Engineering, and Commercial Technology. Aiming to be more than family business - but beyond that, we are business for families, we carry the mission to bring values for betterment of lives through business development and continuous growth.
