job description
Are you a detail-oriented leader with a passion for customer satisfaction and operational excellence? M-Link System (M) Sdn Bhd is seeking an experienced Warranty Service Manager to oversee our returns, warranty claims, and after-sales service operations in Bali. This is a unique opportunity to drive efficiency, enhance customer trust, and contribute to the growth of a dynamic organization in a thriving market.
In this role, you will lead a dedicated team to ensure seamless warranty processes, resolve complex customer issues, and maintain strong relationships with vendors and partners. Your expertise will be instrumental in streamlining workflows, reducing turnaround times, and improving service qualityâultimately boosting customer loyalty and business reputation.
Based in the vibrant hub of Canggu, Bali, youâll enjoy a collaborative work environment with opportunities for professional development. If you thrive in a fast-paced setting and have a proven track record in service management, warranty administration, or customer support leadership, weâd love to hear from you!
Responsibility
- Lead and manage the warranty and returns department, ensuring timely and accurate processing of claims, repairs, and replacements.
- Develop and implement standardized procedures for warranty service to improve efficiency and reduce operational costs.
- Oversee customer service interactions related to warranty inquiries, ensuring high satisfaction rates and resolution of escalated issues.
- Collaborate with cross-functional teams (e.g., Sales, Logistics, Technical Support) to align warranty policies with business goals.
- Monitor and analyze warranty data to identify trends, root causes of defects, and opportunities for process improvement.
- Negotiate and maintain relationships with manufacturers, suppliers, and third-party service providers to ensure cost-effective solutions.
- Train and mentor staff on warranty policies, best practices, and customer service excellence.
- Prepare reports on warranty performance metrics, including turnaround times, costs, and customer feedback for management review.
Qualifications
- Bachelorâs degree in Business Administration, Supply Chain Management, or a related field. Advanced degrees or certifications (e.g., Six Sigma, Lean Management) are a plus.
- Minimum 5 years of experience in warranty service management, customer support leadership, or after-sales service, preferably in the technology or manufacturing sector.
- Proven leadership skills with experience managing teams in a high-volume, fast-paced environment.
- Strong analytical and problem-solving abilities, with proficiency in data analysis tools (e.g., Excel, CRM software).
- Excellent communication and negotiation skills in English; fluency in Indonesian (Bahasa) is advantageous.
- In-depth knowledge of warranty policies, return merchandise authorization (RMA) processes, and customer service best practices.
- Ability to work under pressure and meet tight deadlines while maintaining attention to detail.
- Familiarity with ERP or service management systems (e.g., SAP, Salesforce) is highly desirable.