ASP Operations Executive

Job Summary

Reporting to the Country Service Manager in Singapore, you will be responsible for overseeing end-to-end frontend repair operations and Authorized Service Provider (ASP) management. You will drive operational efficiency, service quality and KPI performance across the repair network, while ensuring all repair activities are carried out in accordance with ASUS policies, guidelines and SOPs.

Key Responsibilities:

Manage End-to-End Repair Operations
Oversee the complete repair journey, from customer unit send-in and diagnosis through repair completion and return to the end user, ensuring timely and quality service delivery.
Drive Service Performance
Monitor and maintain weekly performance against the CSC 10 KPIs, identifying performance gaps and driving corrective actions to achieve service targets.
Performance Reporting & Analysis
Prepare weekly KPI reports, analyze operational data and provide insights on key trends, performance gaps and improvement opportunities, together with actionable follow-up plans.
Authorized Service Providers & Repair Centre Management
Work closely with Authorized Service Providers (ASPs) and Repair Centers (RCs) to review operational performance, service quality and adherence to ASUS standards, policies and SOPs.
Escalation Management
Lead the investigation and resolution of service and repair-related escalations, coordinating with relevant internal teams and external partners to ensure timely resolution and customer satisfaction.
Vendor Performance Management
Monitor vendor performance and service levels, conduct regular performance reviews and drive continuous improvement initiatives with ASP partners.
Process Improvement & Compliance
Identify opportunities to improve repair processes, turnaround time, service quality and operational efficiency while ensuring compliance with established procedures and service standards.

Job Requirements:

Diploma or Degree in Information Technology, Engineering, Business, Operations or a related discipline.
Minimum 2 years of experience in repair operations, service operations, technical support or after-sales service.
Minimum 2 years of experience managing Authorized Service Providers, Repair Centers or external service vendors.
Strong experience in data analysis, KPI tracking and performance reporting.
Proficient in Microsoft Office, particularly Excel (VLOOKUP/XLOOKUP, Pivot Tables, data analysis and reporting).
Strong vendor management, problem-solving and stakeholder management skills.
Good communication skills with the ability to manage escalations and work effectively with internal and external stakeholders.
Proactive, detail-oriented and comfortable working in a fast-paced, performance-driven environment.