Position: After Sales Service Specialist

Job Description

JOB SUMMARY

This jobholder ensures proper coordination between customers and service station to solve the issues of the customers and enriching customers’ service experience, ensuring the maintenance of stock level by the dealers as per company policy and consequently, achieving the overall service revenue generation target and spares parts sales target.

A. After Sales Service Plan

• Develop and implement long-term and short-term after-sales service strategies aligned with company objectives.

B. Customer Management

• Coordinate with customers and service team for inquiries, complaints, service bookings, roadside assistance, repairs, and maintenance.
• Maintain and manage customer database and track issue resolutions.

C. Spares Parts Management

• Monitor and requisition spare parts for the service station.
• Track and report stock levels, categorize spares, and maintain minimum stock levels.

D. Service Campaigns

• Plan and execute service campaigns in coordination with the service, sales, and marketing teams.

E. Target Achievement

• Meet service revenue and spare parts sales targets.

F. Service Standards and SOP Management

• Develop, implement, and monitor workflows, SOPs, and service standards.

G. Warranty Management

• Manage warranty claims and coordinate with NIU China for parts damaged in transit, stock, or after-sales.

H. Dealer Management

• Ensure dealer compliance with service standards, maintain spares stock, and monitor after-sales operations.

I. Team Management

• Oversee service personnel and coordinate with Senior Service Assistant on service reports and stock verification.

J. Research and Development

• Conduct research on competitors and develop new strategies.

K. Reporting and Recording

• Prepare and submit weekly reports on service performance, campaign plans, stock levels, and warranty claims.