Aftersales Leader

About this Role

The Leader, Aftersales SG & MY, LWT APAC, is responsible for leading and managing the overall after-sales strategy and service operations to ensure high service quality, operational efficiency, and strong customer satisfaction in both the Singapore (SG) and Malaysia (MY) markets. The role oversees service operations, spare parts management, service performance, and digital transformation initiatives to support the full lifecycle of products and strengthen brand loyalty.

Key Responsibilities / Duties & Responsibilities

Strategic Leadership & Business Growth

• Develop and execute after-sales strategies aligned with company objectives.

• Drive service expansion and enhance the contribution of after-sales to overall business performance.

• Ensure service infrastructure readiness to support product lifecycle and customer needs.

Service Operations Management

• Oversee end-to-end after-sales service operations.

• Monitor and drive service performance through KPIs such as turnaround time, first-time fix rate, and technician productivity.

• Standardize service processes to ensure operational excellence and efficiency.

Spare Parts & Inventory Management

• Forecast spare parts requirements based on warranty data and product performance.

• Manage spare parts inventory to support warranty fulfilment and service operations.

• Optimize stock levels to ensure availability while minimizing obsolete inventory.

Customer Experience & Satisfaction

• Monitor customer satisfaction metrics and service performance.

• Manage escalated customer complaints and ensure timely resolution.

• Maintain consistent service standards across all service locations.

Financial & Performance Management

• Monitor service costs including materials, labour, and logistics.

• Drive operational efficiency to reduce cost per service claim.

• Optimize utilization of manpower, tools, and service assets.

Compliance & Quality Management

• Ensure compliance with company policies, regulatory requirements, and service standards.

• Oversee warranty claims management and quality improvement initiatives.

Digital & Process Transformation

• Lead implementation of service management systems such as Salesforce CRM.

• Leverage data analytics to improve service performance and decision-making.

• Drive digital initiatives to enhance service efficiency and customer experience.

Team Leadership & Development

• Lead and develop after-sales service teams including technical and customer service functions.

• Implement training and development programs to strengthen technical and service capabilities.

• Foster a high-performance, customer-focused service culture.

Performance Measurement & Analytics:

• SLA Achievement (B2B & B2C)

• Customer Satisfaction Score

• Service Turnaround Time

• First-Time Fix Rate

• Spare Parts Availability

• Service Cost Efficiency

• Service Coverage Expansion

Job Specifications

• Bachelor's degree in Engineering, Business Administration, or related discipline.

• Proven 10-15 years of experience in after-sales service management or service operations leadership.

• Strong experience in managing service teams, spare parts inventory, and customer service operations.

• Experience driving operational efficiency and service performance improvements.

About LIXIL

LIXIL. A home for everyone.

Every person on the planet dreams of a better home. And at LIXIL, we're committed to making better homes a reality for everyone, everywhere. We make it happen with pioneering water and housing technology solutions. Home to world-leading brands like INAX, American Standard, GROHE, TOSTEM, and many more, we touch the lives of more than a billion people each day, transforming houses into homes.

Our planet is the home we all share. So how we do business matters. Our inclusive and empowering culture, entrepreneurial spirit, and commitment to having a positive impact on the planet are integral to our business strategy.

LIXIL today is on a journey of transformation. The world around us is changing. Technological advances. Evolving needs. New demographics. Shifting expectations. These changes serve as opportunities for solutions to be discovered and to unlock progress for all.

We invite you to make this journey with us. It is as challenging as it is inspiring. Together, we can shape the future of living. We're a home for growth, for imagination, for creativity. A home for your talent and ambition. A home for everyone.

http://www.lixil.com/