Service Operations Manager

Job Responsibilities:

• Manage and assess service provider performance, service quality and operational standards.
• Develop, implement and continuously improve after-sales service processes, policies and operating standards.
• Conduct research on business policies, government requirement and industry practices.
• Implement and manage service processes, business policies and after-sales marketing activities.
• Oversee after-sales channel management, including store setup standards and updates.
• Develop and manage third-party service partnerships.
• Handle the execution and management of after-sales service agreements with distributor and service providers.
• Develop and manage spare parts and accessories assessment policies, including pricing strategy and control.
• Coordinate translation and production of after-sales service materials.
• Develop and manage waste battery recycling programs and related resources.
• Consolidate after-sales data and reports from relevant departments and maintain accurate records for analysis and management reference.

Requirements:

• Bachelor’s degree or above, preferably in Marketing, Project Management, Business Administration or a related field.
• Minimum 5 years of relevant experience in after-sales operations, preferably with an automotive OEM, distributor or importer.
• Strong understanding of automotive after-sales operations, service networks and customer service management.
• Good understanding of electric vehicles and the EV after-sales business; BYD experience is an advantage.
• Strong communication, coordination and stakeholder management skills.
• Proven ability to manage work independently and a commitment to continuous learning.
• Proficiency in English and Bahasa Malaysia is required. Chinese language proficiency is an advantage.