Service Operations Manager - Water Heater Product

Your Role

Responsible for managing the After Sales Service operations of the Water Heater product category, focusing on technical support, service quality, field service performance, training, and customer satisfaction. This role ensures effective service delivery by developing technical capabilities, driving operational excellence, managing service networks, and implementing continuous improvement initiatives to maximize consumer experience and product reliability.

Typical Day

• Assist the Head of Service Department by providing technical support, developing technical solutions, and issuing technical bulletins to service technicians.

• Support field technicians with technical troubleshooting, root cause analysis, and alternative repair solutions.

• Develop technical tips, service guidelines, and training modules to enhance technicians' knowledge and capabilities.

• Manage service system databases and drive continuous improvement initiatives to optimize business processes and operational efficiency.

• Conduct technical training programs covering installation, troubleshooting, safety practices, operational procedures, product knowledge, tools, and equipment.

• Define, standardize, and continuously improve technician tools and equipment to ensure service quality and productivity

Who You Are

• Bachelor’s degree in Electrical, Electronic, Mechanical Engineering, or a related field.

• Minimum 7 years of working experience in a related field, preferably within the home appliances or consumer durable industry.

• Preferably experienced at Manager or Assistant Manager level in After-Sales Service, Technical Support, Customer Service, or related functions.

• Strong training, coaching, and presentation skills with the ability to effectively develop technical competencies.

• Results-oriented with a strong focus on achieving operational and service performance targets.

• Proven experience in providing technical support and troubleshooting for home appliance products.

• Proficient in Microsoft Office applications and service management systems/software.

• Ability to develop and deliver technical training programs for Authorized Service Centers and service technicians.

• Strong analytical, problem-solving, and communication skills.

• Willingness to travel for service audits, field support, and training activities when required.

Core Competencies

• Strong technical knowledge of water heater products and home appliances, including electrical, electronic, and plumbing-related systems, installation, troubleshooting, maintenance, and repair processes.

• In-depth understanding of water heater product safety standards, installation requirements, quality assurance processes, and regulatory compliance.

• Demonstrated people leadership skills & strong problem solving/decision making, with the ability to provide clear direction, coaching, and performance management to service teams and technicians.

• Proactive and results-oriented, with the flexibility to respond effectively to operational challenges while consistently delivering business and service objectives.

• Capable of managing multiple priorities in a fast-paced environment while maintaining high standards of service quality and operational excellence.

• Customer-focused mindset with a commitment to delivering exceptional after-sales service and continuously improving customer satisfaction.