After Sales Service Manager

At Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people’s lives. We are driving by our motto – Bosch. Invented for life! Our promise to our associates is rock-solid: We grow together, we enjoy our work, and we inspire each other. Welcome to Bosch.

Bosch has been present in Malaysia since 1923, with offices and plants in Selangor and Penang. In Malaysia, Bosch is shaping and innovating the industry in all of it’s four business sectors - Mobility Solutions, Industrial Technology, Consumer Goods, and Energy and Building Technology.

The After Sales Service Manager is responsible for driving the strategic direction and operational excellence of the after-sales service function. This role encompasses the development and execution of comprehensive service strategies, team leadership, and cross-functional collaboration to ensure superior customer satisfaction and business performance.

**Key Responsibilities:**

• Develop and execute after-sales service strategies, including service network optimization, quality assurance, spare parts management, warranty program administration, and customer loyalty initiatives.
• Lead, mentor, and manage service teams to consistently achieve service level agreements and performance targets.
• Monitor and enhance customer satisfaction through key metrics such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores, while implementing effective complaint resolution protocols.
• Collaborate with sales, marketing, and logistics departments to align after-sales operations with organizational business objectives.
• Oversee budgeting and financial management for service operations to optimize resource allocation and profitability.
• Ensure full compliance with Bosch regulations, industry standards, safety requirements, and quality control procedures.
• Conduct comprehensive analysis of service data to identify operational trends, implement process improvements, and minimize downtime and recurring issues.
• Cultivate and maintain strategic relationships with key service partners and network providers to enhance service delivery capabilities and resolve escalated customer concerns.
• Generate detailed performance reports on service metrics, including critical KPIs such as average service time, rejection rates, and after-sales revenue generation.

 

• Bachelor's degree in Business Administration, Engineering, Management, or a related field.
• Minimum 5–10 years of progressive experience in customer service, operations, or after-sales management, with at least 2–3 years in a supervisory or managerial capacity within the relevant industry.
• Demonstrated expertise in leading and developing high-performing teams to achieve service level agreements and performance targets.
• Proven ability to communicate effectively with diverse stakeholders, including customers, partners, and internal teams, with a strong customer-centric orientation.
• Advanced problem-solving capabilities with the ability to address complex service issues efficiently and systematically.
• Proficiency in Microsoft Office applications, service management systems, and financial analysis.
• Willingness to travel as required to support service network operations and field service activities.

 

Your future job location offers you:

• Flexible working environment
• Flexible benefits allowances
• Employee discounts on Bosch products
• Associate Development programs @ BOSCH
• A working environment that promotes diversity and inclusivity

Get to know more about how we work at Bosch Malaysia: LinkedIn

Make it happen: Send us your application!