Job Purpose

To maintain ABO and customer satisfaction by ensuring the smooth execution of after-sales service operations and the consistent application of established service procedures. The role oversees daily after-sales operations, ensures adherence to Standard Operating Procedures (SOPs), and monitors service performance using available operational data.

The position supports warranty administration, spare parts availability, and service readiness for durable products by coordinating service activities and maintaining consistent service standards across service centers.

 

Primary Responsibilities

 

After Sales Operations & Service Delivery

• Lead daily After Sales operations, including Amway service centers, technicians, and technical support activities.
• Monitor 3rd party Authorized Service Center (ASC) performance to meet the standard as per the KPI agreed
• Ensure all service and repair activities comply with Amway standards, warranty policies, and regulatory requirements.
• Provide expert guidance and escalation support for complex technical cases involving customers and ABOs.
• Monitor service performance indicators and implement corrective actions to maintain high service standards.
• Ensure consistent, transparent, and fair handling of customer and ABO service cases to protect brand trust and loyalty
• Be the main pillar when technical problems occur with durable products and premium, and carry out analysis, including finding solutions with the global DAS team.

 

Warranty & Service Program

• Develop and govern warranty policies, service procedures, and escalation frameworks aligned with global standards.
• Establish clear service workflows and documentation to ensure consistent execution across all service touchpoints.
• Ensure after-sales readiness for durable products and premium launches, including service capability planning, spare parts forecasting, and technician training.
• Represent the After Sales function in durable product launch projects, ensuring operational and service risks are identified and mitigated.

 

Spare Parts & Service Inventory Management

• Lead spare parts planning and coordinate with inventory control to ensure adequate availability across service centers.
• Partner with Supply Planner and Logistics team to optimize stock levels, replenishment cycles, and third-party performance.
• Monitor service parts utilization trends and proactively address potential shortages or obsolescence risks.

 

Cross-Functional & Global Collaboration

• Collaborate with Quality Assurance to investigate product quality issues, conduct root cause analysis, and implement corrective actions.
• Partner with Marketing and Channel Operations to ensure service preparedness for campaigns and new product introductions.
• Liaise with Global teams (e.g., Global DAS) regarding technical updates, quality alerts, and service standards alignment.
• Work with Product Training teams to develop technical training materials and enhance technician competency to support ABO and customer needs.

 

Leadership & Capability Development

• Recruit, develop, and lead a high performing After Sales team aligned with Amway values.
• Set clear performance objectives and service targets aligned with business goals.
• Foster a culture of accountability, service excellence, and continuous improvement.
• Stay updated on industry trends, service technologies, and best practices to enhance operational effectiveness.

 

 

Required Skills and Competencies:

• Minimum 5 years of experience in After Sales Service, Technical Service Operations, or Service Management in durable products, electronics, or technology-driven service environments.
• Experience in direct selling, retail, or distributor-based business models is an advantage.
• Strong knowledge of service operations, warranty governance, and spare parts management.
• Solid technical understanding of electronics or durable products.
• People leader who can develop his team as part of his ability development
• Ability to analyze technical issues systematically and implement effective solutions.
• Customer-centric mindset with strong relationship management skills.
• Effective communication skills (Bahasa Indonesia and English).
• Strong coordination and stakeholder management capabilities.
• Ability to work under pressure and manage multiple priorities within defined timelines.
• Proactive, detail-oriented, and adaptable to changing business needs.
• Demonstrates strong learning agility and technical curiosity, with the ability to understand and troubleshoot new devices to ensure effective service support.
• Proficiency in service management systems and MS Office tools.