Service Network Manager

Responsibilities :

• Lead and manage the nationwide Service Network to ensure all service operations achieve the company's KPI, budget, and service quality standards.
• Develop and execute strategic plans to strengthen and expand the service network across Indonesia in line with business objectives.
• Monitor, evaluate, and improve the performance of Service Centers and Authorized Service Partners through regular performance reviews and operational assessments.
• Establish and maintain standardized service procedures, ensuring compliance with company policies, operational guidelines, and customer service standards.
• Collaborate closely with Sales, DSC/ASC, Customer Service, and other cross-functional departments to improve service quality and customer satisfaction.
• Analyze service network performance, identify operational gaps, and implement effective corrective and preventive action plans.
• Drive profitability by optimizing service operation costs, resource allocation, and service center productivity.
• Lead negotiation and relationship management with service partners, vendors, and external stakeholders to ensure long-term business collaboration.
• Prepare regular operational reports, business reviews, performance analysis, and management presentations with actionable recommendations.
• Develop and implement continuous improvement initiatives and innovative solutions to enhance service efficiency and customer experience.
• Provide leadership, coaching, and mentoring to the service operation team while fostering teamwork, accountability, and professional development.
• Handle customer escalations, conflict resolution, and critical operational issues in a timely and professional manner.
• Ensure all service network activities comply with company policies, safety standards, and applicable government regulations.
• Support new business initiatives, system implementation, and service transformation projects to strengthen the company's after-sales capabilities.

Requirements :

• Minimum bachelor's Degree (S1) in Engineering, Business Administration, Management, or other related disciplines.
• At least 10 years of working experience in After-Sales Service, Service Operations, or Service Network Management.
• Strong knowledge of nationwide service network management and service center operations across Indonesia.
• Proven understanding of service operation profitability and cost management.
• Excellent negotiation, communication, and stakeholder management skills.
• Strong analytical thinking with the ability to solve operational problems and implement preventive improvement actions.
• Proven leadership experience with the ability to manage, coach, and develop high-performing teams.
• Capable of handling conflicts and making sound decisions under pressure.
• Self-driven, proactive, and highly motivated to initiate continuous improvement.
• Strong interpersonal and communication skills with the ability to collaborate effectively across departments.
• Fast learner with excellent adaptability in a dynamic business environment.
• Proficient in Microsoft Office applications, particularly Excel, PowerPoint, and Word.

Placement: Sunter, North Jakarta