Head of Aftersales Service

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Head of Aftersales Service

Salary: Competitive and based on experience

Location: Jakarta, Indonesia

Keywords: customer service, aftersales operations, service transformation, team motivation, regulatory compliance, spare parts sales, extended warranty services, cross-functional collaboration, service excellence, business development

An exciting opportunity has arisen for a Head of Aftersales Service to join a leading organisation in Jakarta, Indonesia. This pivotal role is designed for someone who thrives on delivering exceptional customer experiences and driving operational excellence across aftersales functions. You will be at the forefront of shaping the future of aftersales service, overseeing customer support, technical teams, product registration, spare parts operations, and service sales activities. The organisation is committed to fostering a supportive environment where your leadership will directly impact customer satisfaction and business growth. With a focus on continuous improvement, you will have the autonomy to implement strategies that enhance quality, efficiency, and team performance while ensuring compliance with local regulations. Flexible working opportunities and a culture that values knowledge sharing and professional development make this an outstanding career move for those passionate about making a difference in aftersales service.

• Lead a diverse team responsible for all aspects of aftersales service, including customer support, technical operations, product registration, spare parts management, and commercial development.
• Drive strategic initiatives to elevate service quality and efficiency while ensuring full compliance with industry regulations and organisational goals.
• Enjoy flexible working opportunities within a collaborative environment that prioritises professional growth, open feedback, and cross-functional teamwork.

What you'll do:

As Head of Aftersales Service, you will play a central role in orchestrating the entire spectrum of post-purchase support activities. Your day-to-day responsibilities will involve guiding multiple teams towards delivering best-in-class services while developing innovative solutions to enhance customer experiences. You will be expected to analyse complex data sets to inform decision-making processes that improve operational workflows. By nurturing strong relationships across departments and external partners, you will help shape the strategic direction of aftersales operations. Success in this position requires an ability to balance commercial objectives with regulatory compliance while championing transformation initiatives that reinforce the organisation’s commitment to excellence. Your influence will extend beyond immediate teams as you work collaboratively to embed a culture of responsiveness, empathy, and shared achievement throughout the business.

• Oversee the daily operations of customer service teams, technicians, product registration processes, spare part logistics, and service sales activities to ensure seamless delivery of aftersales support.
• Develop and implement strategies aimed at improving service quality, operational efficiency, and overall customer satisfaction across all touchpoints.
• Monitor departmental issues and client complaints to identify recurring patterns and proactively address root causes to minimise future occurrences.
• Ensure strict adherence to all relevant industry regulations, restrictions, and laws impacting the aftersales function within Indonesia.
• Establish procedures and policies that promote best practices in handling customer interactions while maintaining compliance with regulatory requirements.
• Align departmental objectives with broader organisational goals by supporting teams in driving key strategic partnerships and initiatives.
• Champion ongoing transformation projects focused on uplifting the brand reputation of aftersales services through digital innovation and enhanced field operations.
• Take responsibility for aftermarket business development including sales of spare parts, accessories, and extended warranty services by executing robust sales plans aligned with business unit targets.
• Motivate and inspire your team to achieve company objectives by fostering a culture of collaboration, accountability, and continuous improvement.
• Lead change management efforts by embracing new technologies and methodologies that drive positive outcomes for both customers and internal stakeholders.

What you bring:

In this Head of Aftersales Service position, your background should reflect significant experience managing multifaceted service operations within a large-scale organisation. Your expertise in technical services will be complemented by an ability to interpret regulatory frameworks relevant to aftersales activities. You are known for your empathetic approach when resolving challenges—balancing commercial imperatives with genuine care for customers’ needs. Your leadership style is inclusive; you foster collaboration among diverse teams while inspiring them towards shared goals. Analytical thinking comes naturally as you evaluate performance metrics or identify trends requiring intervention. Above all else, your dedication to continuous learning ensures you remain responsive amidst ongoing transformation—making you an invaluable asset as the organisation pursues its vision for world-class aftersales support.

• A degree in Business Administration, Engineering or other relevant disciplines providing a solid foundation for managing complex aftersales environments.
• Proven experience in senior management roles overseeing technical services with a track record of delivering measurable improvements in service delivery.
• Comprehensive understanding of industry regulations governing aftersales operations within Indonesia or similar markets.
• Demonstrated ability to develop effective strategies that align departmental goals with wider organisational objectives while driving commercial success.
• Exceptional interpersonal skills enabling you to build trust-based relationships across various levels both internally and externally.
• Strong time management abilities coupled with sensitivity to emerging problems allowing you to respond quickly to changing priorities.
• Experience motivating teams through periods of transformation by promoting open communication, inclusivity, and knowledge sharing.
• A keen eye for detail combined with analytical skills necessary for interpreting complex data sets related to operational performance.
• Commitment to upholding health and safety standards by following established protocols and encouraging others to do the same.
• Adaptability when navigating evolving business landscapes driven by digital innovation or regulatory changes.

What sets this company apart:

This organisation stands out as an employer dedicated not only to operational excellence but also to creating an environment where every employee feels valued. Their commitment extends beyond delivering superior products—they invest heavily in building lasting relationships with customers through exceptional aftersales care. Employees benefit from flexible working arrangements designed around personal wellbeing alongside access to ongoing training opportunities that encourage professional growth. The workplace culture is built on mutual respect; open feedback is welcomed as part of their drive towards constant improvement. Diversity is celebrated here—your unique perspective will be recognised as essential in shaping better outcomes for both colleagues and customers alike. If you are seeking a role where your contributions truly matter—and where your career can flourish within a supportive network—this is the place for you.

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.