Regional Service

1 day ago

Singapore MIDEA ELECTRIC TRADING (SINGAPORE) CO. PTE. LTD. Full time

**Job Summary**:
We are seeking an experienced and strategic-minded individual to join our team as the APAC Regional Service & Quality Manager. In this role, you will be responsible for developing and executing the service strategy for the APAC region over a 3-5-year period. You will design the roadmap of key projects and create a blueprint for the APAC service structure, ensuring an exceptional customer experience.

**Responsibilities**:

- Develop a comprehensive service strategy for the APAC region, outlining key projects and creating a blueprint for the APAC service structure.
- Oversee all quality operations within the APAC region, ensuring adherence to quality standards and driving continuous improvement initiatives.
- Manage all customer service operations for the APAC region, guaranteeing efficient and effective service delivery.
- Provide guidance, support, and leadership to Country Service Managers across APAC countries.
- Lead customer service operations, including but not limited to: a) Call center operations b) Service network operations c) E-commerce operations d) Service parts operations e) Service audits f) Service KPI management g) Service guidelines, processes, and procedures h) Service recovery processes
- Collaborate with the Midea Group IT team to implement a CRM system across APAC countries, ensuring seamless customer interactions and data management.
- Partner with the Midea Group EPF (Enterprise Process Framework) team to implement service and quality guidelines, processes, and procedures across APAC countries.
- Coordinate with various Midea Group PD (Production Division) teams to drive service and quality process improvements and operational enhancements.

**Requirements**:

- Bachelor's degree in Business Administration, Management, or a related field. A master's degree would be advantageous.
- Proven experience in developing and executing service strategies, preferably in home appliances/electronic industry, in the APAC region.
- Strong background in quality management, with a track record of implementing quality initiatives and driving continuous improvement.
- Extensive knowledge of customer service operations, including call center management, service networks, e-commerce, service parts management, and service audits.
- Demonstrated leadership skills, with the ability to effectively guide and support a team of Country Service Managers.
- Experience in implementing CRM systems, preferably across multiple countries or regions.
- Familiarity with enterprise process frameworks and the ability to translate guidelines, processes, and procedures into actionable plans.
- Excellent communication and interpersonal skills, with fluency in English (additional proficiency in local languages is a plus).
- Ability to travel within the APAC region as needed.

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