After-Sales Service Manager (APAC)

Job Summary

As the After-Sales Service Manager (APAC), you will lead, scale, and optimize our regional post-sale service and warranty infrastructure across the Asia-Pacific region. In this strategic and hands-on role, you will build a high-performing authorized service provider (ASP) network, implement robust RMA workflows, and dramatically improve repair turnaround times (TAT). Serving as a key bridge between global standards and local market execution, your efforts will directly protect LANDI's product reliability, manage operational costs, and elevate the regional customer experience.

Key Responsibilities

Strategic Procurement & Vendor Selection (RFI / RFQ)

• Procurement Leadership: Lead the end-to-end preparation, structuring, and issuance of Requests for Information (RFI) and Requests for Quotation (RFQ) to source regional service providers, repair centers, and logistics partners.

• Commercial Evaluation: Define technical, operational, and commercial evaluation criteria to systematically grade vendor proposals against cost and service capabilities.

• Contract Negotiation: Partner with Legal and Procurement teams to negotiate competitive pricing, commercial terms, and robust Service Level Agreements (SLAs) with finalist bidders.

APAC Service Network & Partner Management

• Network Scaling: Recruit, onboard, and manage third-party service partners and Authorized Service Centers (ASCs) to guarantee comprehensive regional market coverage.

• Vendor Governance: Define, track, and enforce stringent Service Level Agreements (SLAs) regarding repair quality and timelines.

• Escalation Handling: Act as the ultimate regional checkpoint for complex technical escalations, ensuring minimal business disruption for key clients.

Process Optimization & Supply Chain Continuity

• Workflow Engineering: Continuously evaluate and streamline end-to-end after-sales workflows, driving downs in Turnaround Time (TAT) and operational friction.

• Inventory Control: Partner with supply chain teams to oversee forward and reverse logistics for spare parts, predicting regional inventory demands while keeping costs under control.

• RMA & Claims: Manage the end-to-end Return Merchandise Authorization (RMA) and warranty claim payment structures transparently and effectively.

Policy Enforcement & Data Intelligence

• Warranty Compliance: Ensure consistent communication and deployment of LANDI's warranty policies to regional clients and service center networks.

• Data-Driven Insights: Run deep-dive analytics on repair data, product failure rates, and customer feedback trends to identify systemic product quality issues.

• Executive Reporting: Convert operational numbers into regular performance dashboards and present strategic improvements directly to APAC senior leadership.

Job Qualifications

• Education: Bachelor's degree in business administration, Engineering, Operations Management, or a related discipline.

• Experience: Minimum 5-8 years of proven experience in regional after-sales management, technical customer service operations, or workshop/repair center management.

• Industry Background: Prior experience managing hardware products, consumer electronics, or terminal-based technology infrastructures is highly advantageous.

• Technical Savvy: Deep understanding of warranty frameworks, operational scaling, RMA processes, and data-driven root cause analysis.

• Tools: Proficiency in CRM systems (e.g., Salesforce), modern ERP platforms, and data analysis software (Excel, Power BI, or Tableau).

• Soft Skills: Outstanding cross-border stakeholder management skills with a strong record of managing decentralized, multinational partner networks.