After Sales Service Manager

Responsibilities

• Recruit, manage and train local after-sales engineers, customer service specialists and dispatchers, and establish a service network covering major industrial zones in Thailand.
• Develop KPIs for the after-sales team including First Call Resolution (FCR), Mean Time to Repair (MTTR), and Customer Satisfaction (CSAT); conduct monthly/quarterly performance reviews and incentives.
• Organize regular training on inverter installation, commissioning, maintenance and safety standards to maintain technical capabilities aligned with product iterations.
• Respond to major, complex or systemic equipment failures such as large-scale shutdowns, IGBT burnout, and grid compatibility issues; provide on-site senior technical support and identify root causes.
• Address technical inquiries from channel partners (distributors/EPCs) and end customers (power plant owners, C&I users) and deliver accurate solutions.
• Conduct regular visits and inspections of large-scale PV power plants, identify potential risks, submit inspection reports, and provide guidance on optimized O&M solutions.
• Coordinate resources to support inverter grid-connection commissioning with local power authorities (PEA/MEA) and resolve issues related to communication protocols and protection settings during grid connection.
• Supervise project delivery processes to ensure inverters pass installation and acceptance with qualified quality and quantity, and hand over operation and maintenance documents.
• Establish and standardize after-sales SOPs including service processes, spare parts management and follow-up procedures in compliance with local Thai laws and industrial safety standards.
• Build an after-sales data analysis system, generate monthly/quarterly After-sales Quality Analysis Reports, and provide feedback to R&D and quality departments to drive product improvements.
• Maintain in-depth relationships with major key customers including large PV plant operators and EPC companies, handle customer complaints, and improve Net Promoter Score (NPS).
• Train distributors on after-sales maintenance capabilities, audit their service quality, and build a sustainable channel service ecosystem.
• Develop spare parts inventory strategies for local warehouses in Thailand, ensure inventory turnover and safety of key components (fans, capacitors, power modules), and guarantee timely maintenance support.

Skills

• Inverter installation, commissioning, maintenance and safety standards
• Fault diagnosis and on-site troubleshooting (e.g., IGBT, grid compatibility)
• Grid-connection coordination with local authorities (PEA/MEA)
• Spare parts inventory strategy and supply chain coordination
• KPI development and after-sales performance management (FCR, MTTR, CSAT)
• After-sales data analysis and reporting for quality improvement
• Key account and channel management; training and auditing distributors