Subscription Care Manager (Electronic industry)

What you'll do

• Team Operation Management: Manage Care Manager schedules, territories, workload, and daily field activities.
• Direct Sales Management: Drive product, consumables, upgrade, and service sales through field-based customer engagement.
• AR Collection Management: Monitor overdue accounts, support payment follow-up, and improve collection performance.
• Service Quality Management: Ensure standardized product care, inspection, cleaning, replacement, and customer guidance.
• Customer Satisfaction & VOC Management: Monitor customer feedback, resolve complaints, and improve service experience.
• Contract & Customer Data Management: Manage contract status, service history, customer information, and retention risk.
• Training & Coaching: Develop Care Manager capabilities in product knowledge, service, consultation, sales, and collection.
• Performance Management & Reporting: Track KPIs, analyze results, identify issues, and report improvement actions.
• Issue Resolution & Cross-functional Collaboration: Coordinate with related departments to resolve field issues and improve operations.

What you'll bring

• Bachelor’s degree in Business Administration, Marketing, Service Management, Engineering, or a related field is preferred.
• Minimum 5–10 years of experience in field service, customer care, sales operations, rental/subscription business, or team management is preferred.
• Experience in managing field staff, including schedule management, territory assignment, workload monitoring, and performance coaching.
• Strong understanding of customer service operations, VOC handling, complaint resolution, and customer satisfaction improvement.
• Ability to drive direct sales performance through customer needs analysis, sales coaching, product recommendation, and performance monitoring.
• Basic understanding of accounts receivable management, overdue payment follow-up, collection process, and payment guidance.
• Ability to manage key performance indicators such as visit completion rate, service quality, customer satisfaction, sales performance, AR collection rate, and contract retention.
• Fluent English communication is mandatory, both written and spoken.