Lead / Senior Specialist - Aftersales Operation & Process Improvement

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. 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. The company values diversity, inclusivity and sustainable development.

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, 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 after‑sales services and improve overall service profitability.
• Plan and optimize service demand such as spare parts, accessories and incoming service to ensure availability and cost efficiency.
• Communicate day‑to‑day with Customer Care teams of sales companies to support issue resolution and operational improvements.
• Act as a bridge between subsidiaries/direct customers and global factories on service‑related matters; oversee ticket monitoring, assignment and follow up with factories for manuals, exploded views and technical bulletins.
• Lead or participate in cross‑functional projects and perform benchmarks 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 interest in call management, field service management, spare parts operations, after‑sales revenue, customer experience development and P&L statements.
• 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.

Skills

• Drive improvements in service KPIs, SOPs and cross‑country deployment.
• Spare parts planning, demand optimization and inventory oversight.
• Use of CRM / service management tools and analytics to monitor performance and recommend actions.

Additional Information

• This is an onsite position 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.