Service Management Specialist

Service Management Specialist

Job Responsibilities

1. Develop and improve after-sales service policies, standards, procedures and management guidelines.
2. Conduct service research, benchmark analysis and market/service capability studies, and support the preparation of annual, three-year and five-year service development plans.
3. Support the Service Manager in dealer, branch and service team planning, including staffing, training, capability development and talent pipeline building.
4. Manage customer master data, monitor service processes and performance, and support the achievement of customer satisfaction targets.
5. Track service KPIs, prepare service reports, manage task follow-up and support performance assessment for key service projects.
6. Coordinate cross-functional service-related tasks through internal systems, documentation and structured follow-up.
7. Support the optimization and operation of customer service community platforms, and follow up on feedback and suggestions from customers, dealers and service personnel.
8. Prepare reports, presentations and service management materials in both English and Mandarin for local management and headquarters.

Requirements

1. Bachelor’s degree or above in business, engineering, management, service management or a related field.
2. Familiarity with after-sales service processes, dealer service operations or service management is preferred.
3. Strong business understanding, analytical thinking and problem-solving skills.
4. Strong ability to prepare reports, proposals, presentations and process documents.
5. Advanced proficiency in Microsoft Office, especially Excel and PowerPoint.
6. Hands-on experience with CRM systems and internal business systems, such as ICS or similar platforms, is preferred.
7. Fluent in English and Mandarin, both written and spoken, to support communication with local teams, dealers and headquarters.
8. Detail-oriented, responsible, responsive and able to work independently with minimal supervision.
9. Process-driven and resilient, with the ability to manage multiple tasks, deadlines and stakeholders in a fast-paced environment.

Who You Are

You are a structured and highly responsible professional who can turn complex service operations into clear processes, reports and follow-up actions. You are comfortable working with data, systems and cross-functional stakeholders, and you can communicate effectively between local teams and headquarters in both English and Mandarin.

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