After-Sales Manager I European Equipment Manufacturer

Key Responsibilities

1. Lead the After-Sales Service Team
Head the after-sales service function for the Taiwan region and the customers it supports across Taiwan. Manage day-to-day operations, task allocation, dispatch scheduling and performance reviews, and make sure service response times, quality and operating standards are met consistently.

2. Own the P&L of After-Sales Service Operations
Manage the financial performance of the service centers, keeping close control of service labor hours, travel costs, spare-parts inventory and warranty claim expenses. Prepare regular regional service financial reports and improvement proposals for the Operations Director.

3. Technical Owner and Relationship Lead for Key Accounts
Act as the main after-sales contact for key accounts and agents in Taiwan. Coordinate site plans, downtime schedules and repair proposals, and visit key accounts on a regular basis.

4. Overseas Emergency Support and Independent Dispatch
Travel on your own to countries across Asia to handle emergency downtime. Guide local engineers remotely, and set up a regional on-call system that provides 24/7 emergency service.

5. Spare Parts Strategy and Regional Inventory Control
Define the safety-stock strategy for spare parts, and manage stock levels, turnover and obsolete inventory.

6. Equipment Database and Service Data Management
Build and maintain a complete database of installed our equipment, covering model numbers, serial numbers, installation dates, maintenance records and failure history. Analyze regional labor hours, recurring equipment faults, spare-parts usage and customer satisfaction data, and give the Operations Director practical recommendations for improvement.

7. Coaching, Standard Work and Case Library
Coach after-sales engineers on installation, troubleshooting and the quality of their service reports. Write and update bilingual (Chinese–English) SOPs, inspection checklists and troubleshooting case studies to strengthen regional service capability across multiple equipment models. Run regular regional technical training and certification programs.

8. Technical Training for Customers and Agents
Plan and deliver, on your own, operator training for customers and advanced training for service-partner engineers, covering equipment maintenance, troubleshooting and safety. Train in both Chinese and English, and answer on-site questions about processes and equipment. Support the Sales team with pre-sales technical input and equipment demonstrations.

9. Regular Meetings with Customers, Agents and Sales
Meet regularly with key customers, agents and the Sales team across Taiwan to understand equipment performance, service satisfaction and business needs. Turn customer feedback into concrete recommendations for service and product improvement, and report key findings and proposed actions.

10. Develop and Manage the Quality of the Agent Network
Assess and build up agents’ service capabilities, set service standards and evaluation criteria, and carry out regular audits and certifications.

Qualifications

1. Education
Bachelor’s degree or higher in Mechatronics, Automation, Electrical Engineering, Mechanical Manufacturing or a related discipline.

2. Experience
8+ years in after-sales or field service for industrial equipment, ideally SMT, reflow soldering or other thermal-processing equipment, including at least 3 years leading a team or managing regional service. Experience running service operations across several Asian countries is a plus.

3. English Proficiency
English as a working language: able to write technical emails, service reports and management proposals on your own; lead conference and video calls with customers, service partners and headquarters across Asia; and run technical training and business negotiations in English.

4. Technical Skills
Able to read electrical schematics and mechanical drawings, and to troubleshoot on your own PID temperature-control systems, star–delta starter circuits, transformers, pneumatic and vacuum systems, drive mechanisms and equipment software. Experienced in troubleshooting across multiple equipment models, judging whether modifications are feasible, and spotting potential safety hazards. Familiar with SMT process windows and reflow profile optimization.

5. Account Management and Cross-Cultural Collaboration
Communicates well with key customers and service partners across Asia, manages their expectations, and adapts to different business practices and cultural norms in each country. Follows quality feedback, replacement parts and repair progress through to closure. Experienced in building, managing and governing service-partner networks.

6. Coaching and Documentation
Able to coach engineers in different regions and review their service reports. Skilled in Word, Excel and PowerPoint for producing bilingual (Chinese–English) SOPs, troubleshooting case studies and service reports that support management decisions. Experience building and maintaining a regional service database is a plus.

7. Soft Skills
Highly accountable, with good judgment and clear communication. Stays professional while handling competing priorities and working across time zones and cultures. Shows team leadership, cost awareness and a solid grasp of P&L management. Takes the initiative to move things forward when the situation is uncertain or changing fast. Willing and able to travel often within Asia, and always keeps safety first.

8. Nice to Have
After-sales management experience at a multinational company or a German OEM; service experience across multiple product lines (reflow/vacuum); an electrician license or other technical certifications; previous experience building an agent network.