Service & Technical Support Manager

Job Description

Be part of something bigger. Decode the future.

Electrolux Group is a leading global appliance company that has shaped living for the better for more than 100 years. We reinvent taste, care and wellbeing experiences for millions of people, always striving to be at the forefront of sustainability in society through our solutions and operations. Under our group of leading appliance brands, including Electrolux, AEG and Frigidaire, we sell household products in around 120 markets every year. In 2025 Electrolux Group had sales of SEK 131 billion and employed 39,000 people around the world. For more information go to www.electroluxgroup.com. 
 
Join us in our exciting quest to build a future home!

The mission of the Service & Technical Support Manager is to define the service & technical support  framework to enable and create best in class brand and product ownership experience for the consumers, and drive loyalty within the repair and service phase of the post purchase consumer journey.

The Service & Technical Support Manager is responsible for leading the service operations and technical support functions to ensure excellent customer satisfaction, operational efficiency, and achievement of service KPIs. This role oversees technical support teams, field service activities, service quality, escalation management, and continuous improvement initiatives while ensuring compliance with company policies and safety standards.

What you’ll do:

• To determine THE Service & Technical Supports operational strategies by conducting consumer and needs assessments, service level expectations, performance reviews and costs/benefits analyses.
• Functional support to Service operations/Authorized Service Contractor in BA region
• Initiate and follow through on action plans in Country-THE. Focus on organization, process & tools, capability development and governance model
• Establish and improve monitoring procedures and KPI Dashboards
• Setting contractual requirements and conditions with Authorized Service Contractors to achieve desired service levels.
• Standardize and harmonize the ways of working across all countries, in line with the overall strategy and framework
• Update and maintain current tools, evaluates and implements necessary new technologies and processes aligned with the region BA
• Define business requirements for new Field Service IT tools
• Support the development of training material, and implementation of training programs for authorized partners including technical skill improvements
• Setup and drive continuous improvement projects within Field operations and Technical Support 
• Close collaboration with Spares operations team to ensure spare part availability and agreed service levels are met
• Project management and coordination with the continuous improvement team.
• Develop and implement Region wide programs to improve after-sales service and consumer experience.

Qualifications:

Required Qualifications

• University Degree, Technical background preferred
• From 5 to 10 years of experience in in Technical Service, Customer Service, After-Sales Service, or Technical Support.
• At least 3-5 years in a leadership or managerial role,  proven leadership capabilities (including remote)
• Has training experience and skills
• Ability to successfully manage turnaround processes
• Experience with aftermarket and warranty processes
• Financial acumen, Analytical thinking
• Negotiation skills
• Change Management and implementation
• Business / result oriented
• Good communication skills – written and verbal
• Problem solving skills, Data analysis and reporting skills
• Proactivity – with fast reaction
• Service minded, flexible, action oriented
• IT skills / MS Office
• Fluent in English (writing and speaking)

Core Competencies:

• International. You enjoy to work in a truly global environment and you like to deliver in cross-functional teams;

• Strategic. You have demonstrated strategic thinking, have strong analytical skills and ability to see the big picture;

• Business acumen. You have a proven track record of displaying strong business understanding and you are able to evaluate risks/opportunities making skilled business decisions;

• Team player. You have exceptional collaboration skills, proven ability to form strong cross-functional relationships with varying business partners;

• Good listener and communicator. You have great communication skills and you have the ability to convince, influence and motivate others in a complex matrix organization;

• Self-starter. You are keen for new experience, responsibility and accountability. You are self-driven, problem-solver with a proven track record of delivering great results;

• Agile. You like working in a fast moving environment, being open to new opportunities and evolving priorities and flexible in the way you deliver against strict deadlines and dealing with ambiguity. You manage every shifting priorities;

• Energy. You are passionate about what you do and able to transmit that energy to your team. Challenges are there to be overcome!

Where you'll be:

You will be based in our Bangkok office, Thailand.

Benefits Highlights:

• Flexibility of work hours with hybrid work arrangement
• Discounts on Electrolux products and services.
• Medical & Hospitalization coverage.

As part of Electrolux, we will continuously invest in you and your development. There are no barriers to where your career could take you.

Find out more:

• https://career.electroluxgroup.com/global/en

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