Aftersales Manager

Midea is one of the world’s largest home appliance brands, offering the most comprehensive selection of products in the world to fully serve the needs of day-to-day living at home, at work, or anywhere else you go. In North America we strive to aim high, put the customer first, transform and innovate the marketplace, utilizing our commitment, dedication, inclusion and partnership with our teams. We are a global company with over 150,000 employees and operations in more than 195 countries. As a publicly listed company, we are also ranked #245 as a Fortune Global 500 company and offers one of the most comprehensive ranges in the home appliance industry. Midea America is a subsidiary of Midea with over 200 employees in the US and we are expanding our presence in North America.

**Job Summary**

Manages the Midea America (Canada) Corp customer care working with in-house service providers and services. Coordinates the after-sales service functions for retailers and distributors. This includes all locations for spare parts and service material as well as the coordination of shipping and warranty spare parts.

**Essential Job Responsibilities**
- Plan and direct corporate customer service strategy and oversee daily operations of service to ensure high customer satisfaction and alignment with corporate objectives.
- Manage customer service with an in-house service provider for communications, call centers, sales support management, digital response, RTV and technical/field service support areas.
- Ensure compliance, policies, processes and service performance are consistent with the company's goals and supportive of delivering extraordinary customer service experiences that drive revenues
- Establish consistent service processes; develop employees through training, and implementation of improved service tools and resources to improve service and reduce operating costs.
- Facilitate organizational improvements by effectively collaborating and partnering with other functional department directors and executive leadership.
- Utilize quality principles & tools to lead process improvement efforts to reduce inefficiencies, and ineffectiveness and improve fiscal performance.
- Draft policies and procedures that align with marketing strategies and provide a world-class customer service experience
- Reduce service costs while improving customer satisfaction within our field service network
- Direct Parts Distribution so as to assure sufficient supply to market does not impact effective service delivery or negatively impacts the customer experience.
- Develop and implement improvements in operational procedures to help increase productivity and customer service levels
- Design and implement innovative recognition programs that recognize outstanding performance. Instill a sense of pride, which significantly improves employee morale, and productivity and furthers team development.

**Required Qualifications**
- Experience in establishing after-service networks and infrastructure and managing a team.
- Experience in strategic planning and execution.
- Knowledge of contracting, negotiating, and change management.
- Skill in re-engineering.
- Experience in formulating policies.
- Ability to develop financial plans and manage resources.
- Ability to analyze and interpret financial data.
- Knowledge of public relations principles and practices.
- Knowledge of communication and public relation techniques.
- Ability to develop and deliver presentations.
- Ability to identify and secure funding/revenue sources.

**Preferred Qualifications**
- At least 5 plus years in Home appliances or related consumer electronics industry.
- Work Environment-Office may have to lift 50 or fewer pounds
- Travel: Regularly
- International & Domestic

**Salary**: $100K - 120K
- Midea America Corp. is an e_qual opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics._