Lead / Senior Specialist - Customer Care (Aftersales Operation)

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., manufacturing, distributing, and providing after-sales services for Hitachi branded home appliances. The role is an onsite position based in Sathorn, Thailand and will support after-sales across sales companies in 9 APAC countries.

Responsibilities

• Act as a key HQ role driving after‑sales service performance improvement across sales companies in 9 APAC countries
• 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 and best practices, and recommend improvement actions
• Define, standardize, and continuously improve after‑sales value chains, systems, process flows, and SOPs
• Drive strategic initiatives and new opportunities to generate revenue from after‑sales services and improve service profitability
• Plan and optimize service demand (spare parts, accessories, service incoming) to ensure availability and cost efficiency
• Day‑to‑day communication with Customer Care teams of sales companies to resolve issues and improve operations
• Act as a bridge between subsidiaries/direct customers and global factories on service‑related matters
• Oversee daily ticket monitoring and assignment, and follow up with factories for service manuals, exploded views, and technical bulletins
• Lead or participate in cross‑functional projects to improve after‑sales operations and service performance
• Conduct benchmarking and competitor analysis to ensure service excellence

Qualifications

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

Skills

• Spare parts and service demand planning
• After‑sales process and SOP development
• KPI monitoring and benchmarking
• Cross‑functional stakeholder communication

Additional Information

• Onsite role based in Sathorn, Thailand
• We are an equal‑opportunity employer; all applicants will be considered without regard to race, sex, color, national or social origin, ethnicity, religion, age, pregnancy, disability, sexual orientation, gender identity and expression, marital status, or political opinion