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.