Kerja Sepenuh Masa, Assistant Manager-After-Sales Service Operations di LG Electronics Singapore - Maukerja

Singapore

Job Summary

Proactive and results-driven professional to manage LG Singapore’s after-sales service operations. The role is responsible for daily service operations, KPI performance monitoring, technician scheduling, service centre coordination, pending job management, customer escalation handling, and management reporting to ensure efficient service delivery and high customer satisfaction.

Key Responsibilities :-

Service Operations Management:

Oversee daily after-sales service operations, including field service activities, service centreoperations, repair coordination, and job closure.

KPI Performance Management:

Monitor and drive key service KPIs, including Repair Turnaround Time (RTAT), Technician NPS,pending jobs, and service productivity. Identify performance gaps and implement improvement actions.

Technician Scheduling:

Manage daily technician scheduling, appointment allocation, workload distribution, and manpower utilisation toensure timely service delivery.

Pending Job Management:

Monitor outstanding and overdue jobs, analyse job ageing, coordinate follow-ups, and drive timelyresolution to reduce the service backlog.

Customer Escalation Management:

Handle customer complaints and escalations related to repair delays, repeated failures, missedappointments, and service quality. Coordinate with relevant teams to ensure timely resolution.

Service Centre Management:

Monitor service centre performance, repair progress, parts availability, and operational efficiency toensure timely completion of repairs.

Management Reporting:

Prepare Monthly Business Review (MBR) reports and weekly service performance updates covering KPIresults, operational issues, root-cause analysis, and corrective action plans.

Performance Review Meetings:

Participate in and coordinate weekly service review meetings, provide performance updates, follow upon action items, and ensure timely closure of outstanding issues.

Process Improvement:

Identify operational bottlenecks, strengthen service processes, ensure accurate system updates and jobclosure, and implement initiatives to improve service efficiency and customer satisfaction.

Stakeholder Coordination:

Work closely with the call centre, technicians, service centres, technical support, spare parts team, andservice partners to ensure smooth end-to-end service operations.

Requirements

• Bachelor's Degree or Diploma in Business, Engineering, Operations Management, or a related field.
• Minimum 3 years of experience in after-sales service operations, customer service operations, or service management.
• Strong analytical, reporting, and problem-solving skills.
• Excellent communication and stakeholder management skills.
• Advanced proficiency in Microsoft Excel and PowerPoint.

Why Join Us?

• Opportunity to play a key role in enhancing customer experience and service excellence.
• Exposure to cross-functional collaboration.
• Dynamic and fast-paced environment with opportunities for career growth.

Additional Information

Interested candidates are invited to submit their application with the following details:

• Updated Resume
• Expected Salary
• Notice Period / Earliest Availability