Technical Service Manager Apac

Who we are

You enjoy creating and innovating. You never stop striving for better. You take responsibility and you get results. You love being part of a team. Above all, you want your work to matter: Welcome to our world At Sonova we create sense by bringing sound to life. Our innovative hearing solutions help millions of people enjoy life’s unforgettable moments.

We offer exceptional career opportunities through market-leading brands from consumer to medical, and a culture where you can quickly belong and perform at your best.

If you want the freedom to explore, opportunities to grow, and make positive change on people lives through your work, this is the place for you.

Join Sonova. Create sense.
- Singapore, SingaporeTechnical Service Manager APAC

**Manager, Technical Service APAC**

**Our consumers and B2B partners expect us to provide technical after-sales solutions befitting to our brands reputation. As Technical Service Manager for APAC region, you belong to our Customer Service organization and join the Global Service Team: an interdisciplinary team of specialists, developing services and systems for our international entities to enable our company engaging with our consumers and customers throughout all aspects of their journey with our products, apps and services**

**It will be your role, to establish a consumer-oriented technical service operations for our businesses in APAC. Therefore, you will coordinate across departments and will manage external partners to run our repair and refurbishment operations. You will closely align with your Technical Service colleagues from Americas and EMEA to achieve synergies when balancing our global standards with local operations. You will be a conduit to enable our organization to answer current challenges of the consumer electronic after-sales markets and will help our global technical service operations to face future trends well prepared**

**Job responsibilities**:

- Ensure alignment with global approach in technical and customer service management and foster a consumer-oriented approach for serviceability of our products and services in the APAC region.
- Manage the technical service operations which is made up of outbound and inbound operations in providing product repair services to customers (B2C and B2B). This includes but not limited to technical repairs, replacement including refurbishment operations.
- Facilitate efficient recovery of returned devices.
- To achieve related key performance indicators through active collaboration and participation in cross-functional activities.
- To be a core interface to product life-cycle management, supplier quality, customer service, logistics and other relevant functions in the organization.
- Support global initiatives in setting up standard operating procedures, defining service requirements for new and existing products, participating in engineering product development projects etc.
- Ensure compliance and governance in product warranty management and monitor related performance indicators like Net Promoter Score, Customer Satisfaction Score, turnaround time, in-warranty volume, non-warranty volume, product defect rates, refurbishment recovery rates etc.

**Pre-requisites**:

- Bachelor’s Degree in Electrical Engineering.
- At least 5 years of working experience in customer and/or technical service in consumer electronic industry.
- Excellent customer and service orientation.
- Possess strong business acumen and entrepreneurship.
- Strong analytical and critical thinking skills.
- Advanced proven skills in deploying and administrating customer service IT-systems.
- In-depth understanding of Consumer Electronic product markets.
- In-depth understanding of business functions and roles, their interdependency and requirements.
- Some project management experience is an added advantage.
- Excellent written and spoken communication skills.
- Proficient user of IT systems, ERP systems, MS365 Office.
- Able to travel occasionally.

The Sennheiser brand

The Sennheiser brand stands for premium quality in the field of audio products.
At Sonova Consumer Hearing, we develop and offer consumer devices such as headphones, soundbars and speech-enhanced hearables under the brand license of Sennheiser.

The business is headquartered in Wedemark, Germany, and has approximately 650 employees worldwide. To continue to be among the best in the industry, we are always on the lookout for outstanding talent.