After Sales Support Manager - APAC

Key Responsibilities

Responsibilities

Service Operations & Execution

• Manage day-to-day customer service and technical service operations across assigned region
• Ensure achievement of key service KPIs including Response Time, TTR, FTR, Repeat Complaints, and Customer Satisfaction.
• Drive consistency in service processes, escalation handling, and reporting.

Customer Experience & Escalation

• Act as the first senior escalation point for complex customer and technical service issues.
• Build and maintain relationships with key customers, dealers, and channel partners.
• Advise key customers, dealers and channel partners on spare parts suitability, availability and delivery schedules.
• Drive resolution of chronic issues through RCA, PIR, and corrective action plans.

Dealer & Service Partner Management