Field Service Operations Manager, East Asia
Consumer & Customer Care
Full Time
Bangkok, Thailand


The mission of the Field Operations Manager MA EA is to define the field service operations framework to enable and create best in class brand and product ownership experience for the consumers, and drive loyalty within the repair and service phase of the post purchase consumer journey.

The Field Operations Manager will be measured on the following Key Performance Indicators:
- First Visit Resolution
- Service Cycle Time
- Warranty Cost  % of Net Sales
- Post Service Net Promotor Score

The position is part of Ownership Solutions East Asia and it is a Central Region role.
This position will report to the Ownership Solutions Director Major Appliances EA, Country Field operations/Authorized Service Contractor Managers will Functionally report to this position.


Key Responsibilities: 

• To determine EA Field Service Operations operational strategies by conducting consumer and needs assessments, service level expectations, performance reviews and costs/benefits analyses.
• Functional lead of Field operations/Authorized Service Contractor in EA region
• Initiate and follow through on action plans per country. Focus on organization, process & tools, capability development and governance model
• Establish and improve monitoring procedures and KPI Dashboards
• Setting contractual requirements and conditions with Authorized Service Contractors to achieve desired service levels.
• Standardize and harmonize the ways of working across all countries, in line with the overall strategy and framework
• Update and maintain current tools, evaluates and implements necessary new technologies and processes across the region
• Define business requirements for new Field Service IT tools
• Support the development of training material, and implementation of training programs
• Setup and drive continuous improvement projects within Field operations
• Close collaboration with Spares operations team to ensure spare part availability and agreed service levels are met
• Project management and coordination with the continuous improvement team.
• Develop and implement Region wide programs to improve after-sales service and consumer experience.

Minimum Qualification

Competences needed

• Proven leadership capabilities (including remote)
• Ability to successfully manage turnaround processes
• Experience with aftermarket and warranty processes
• Financial acumen, Analytical thinking
• Negotiation skills
• Change Management and implementation
• Business / result oriented
• Good communication skills – written and verbal
• Problem solving skills
• Proactivity
• Service minded, flexible, action oriented
• IT skills / MS Office
• Fluent in English (writing and speaking)
• Willing to travel

Education :  University Degree, Technical background preferred

Preferred Career Experience : 

• From 7 to 10 years of experience in Service operations management (both operationally and strategically), including outsourced field service.
• Has training experience and skills