Job Summary:

We are looking for an experienced After-Sales Supervisor to lead our HVAC service team in Malaysia.
The successful candidate will be responsible for managing daily after-sales operations, providing technical support, coordinating with customers and the China headquarters, and ensuring excellent service quality.
This role plays a key part in enhancing customer satisfaction, improving service efficiency, and supporting the company's business growth.

Job Responsibilities:

Manage the daily operations of the after-sales service team for air conditioning products in Malaysia.
Ensure timely service response and maintain a high level of customer satisfaction.
Develop, implement, and continuously improve after-sales service processes, including installation, maintenance, repair, and complaint handling.
Ensure compliance with the after-sales policies and service standards established by the China headquarters.
Lead the team in troubleshooting, on-site repairs, and remote technical support.
Provide technical guidance and solutions for HVAC systems, including chillers, precision air conditioners, air curtains, and other specialized air conditioning equipment.
Support technical upgrades and continuous improvement initiatives.
Coordinate with the China headquarters, customers, suppliers, and service partners on technical, spare parts, and logistics matters.
Handle escalated customer complaints professionally and ensure effective resolution.
Build and maintain strong customer relationships while safeguarding the company's brand image.
Train and coach local service technicians on company procedures, service standards, and technical knowledge.
Develop the team's technical competency and customer service skills.
Monitor team performance and drive continuous improvement.

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