Lead / Senior Specialist - Customer Care (Home Appliances)

About the Company

Arçelik Hitachi Home Appliances is a global lifestyle solutions company formed through a strategic partnership between Arçelik and Hitachi Global Life Solutions, Inc., a subsidiary of Hitachi, a Japanese multinational conglomerate founded in 1910. The joint venture globally manufactures, distributes, and provides after-sales services for Hitachi branded home appliances, including refrigerators, washing machines, and vacuum cleaners, excluding the Japanese market.

Within our community, every role feels like home, fostering a sense of belonging and growth. We value mutual respect, progressive thinking, and the power of diversity and inclusivity. Our commitment to sustainable development is driven by trust in technology and a dedication to producing confidently.

What awaits you in this role?

We are looking for a passionate Lead / Senior Specialist - Customer Care who will join our Customer Care Team, Operations Department, acting as a key HQ role to drive after-sales service performance improvement across sales companies in 9 APAC countries.

Responsibilities

• Lead the design, assessment, and implementation of regional after-sales improvement initiatives in collaboration with cross-functional stakeholders
• Ensure effective deployment and usage of regional applications while managing country-specific differences and communication practices
• Monitor global after-sales KPIs, identify performance gaps, best practices, and benchmarking insights, and recommend improvement actions
• Define, standardize, and continuously improve after-sales value chains, systems, process flows, and SOPs to ensure consistency and operational efficiency
• Drive strategic initiatives and new opportunities to generate revenue from aftersales services and improve overall service profitability
• Plan and optimize service demand such as spare parts, accessories, service incoming etc. to ensure availability and cost efficiency
• Day-to-day communication with Customer Care teams of our sales companies, supporting them to resolve issues and improve operations
• Act as a bridge between subsidiaries/direct customers and global factories on all service-related matters
• Oversee daily ticket monitoring and assignment to relevant departments to ensure timely resolution and follow up with factories to ensure delivery of service manuals, exploded views, and technical bulletins, reviewing and amending content as necessary
• Lead or participate in cross-functional projects with other departments to improve after-sales operations and service performance
• Conduct benchmarks and competitor analysis to ensure service excellence

Qualifications

• Bachelor's degree or higher in any related field
• At least 5+ years of experience with after-sales service operation
• Strong expertise or willingness to deepen knowledge in call management, field service management, spare parts operations, after-sales revenue, customer experience development management and P&L statement
• Customer centric and service excellence orientation
• Excellent verbal and written skills in English; Japanese is an advantage
• Experience using spare part order planning tools and Qlik Sense is a plus

Additional Information

• The position is an onsite position based in Sathorn, Thailand
• We are an equal-opportunity employer. All applicants will be considered without attention to race, sex, color, national or social origin, ethnicity, religion, age, pregnancy, disability, sexual orientation, gender identity and expression, marital status, or political opinion