Service Operations Manager

Responsibilities:

• Service Network Management: Identify, audit, and manage third-party Authorized Service Providers (ASPs). Negotiate and monitor Service Level Agreements (SLAs).

• Operational Excellence: Establish localized Standard Operating Procedures (SOPs) for after-sales service, including ticket management, repair lead-time (TAT) control, and quality assurance.

• Legal & Compliance: Ensure all after-sales policies comply with Kazakhstan’s "Law on Protection of Consumer Rights." Manage high-level customer escalations and potential legal risks.

• Digitalization: Drive the implementation of CRM/WMS systems locally. Analyze service data and provide regular operational insights for the management team.

• Training & Development: Conduct technical and soft-skill training for the local service team and partners.

Requirements:

• Languages: Fluency in Russian and Chinese is mandatory.

• Experience: 5+ years in service operations within electronics, home appliances, or the automotive industry.

• Skills: Deep understanding of the Kazakhstan business environment; strong negotiation and cross-cultural communication skills.

• Technical: Proficient in ERP systems (SAP/Oracle) and CRM tools.