APAC Head of After Sales

Job Title: APAC Head of After Sales

Location: Thailand (APAC Coverage)

Overview

We are seeking an experienced APAC Head of After Sales to lead and oversee the after-sales strategy and service operations across the Asia-Pacific region. This role is responsible for ensuring customer satisfaction through reliable service delivery, driving service excellence, improving service performance metrics, and building effective regional service capabilities.

The ideal candidate will have strong leadership experience in industrial/technology service environments, proven ability to manage multi-country teams and partners, and a customer-first mindset focused on retention, responsiveness, and long-term value.

Key Responsibilities

• APAC After-Sales Strategy & Leadership:
  Define and drive regional after-sales strategy aligned with business goals, including customer service model, service offerings, and continuous improvement priorities.

• Service Operations Management:
  Oversee day-to-day service execution across APAC, ensuring service delivery meets agreed SLAs and quality standards.

• Customer Satisfaction & Quality:
  Own customer experience outcomes by monitoring service performance, handling escalations, and driving root-cause improvements.

• Performance Management & KPIs:
  Establish and track key metrics such as response time, resolution time, uptime/field performance (as applicable), warranty/service cost, backlog, and service revenue.

• Service Excellence & Capability Building:
  Develop regional service capabilities including training plans, best-practice playbooks, standard operating procedures, and certification/competency frameworks.

• Parts & Logistics Coordination (If applicable):
  Ensure effective planning and coordination of spare parts availability, logistics flow, and inventory/service-partnership alignment.

• Partner & Dealer Management:
  Lead relationships with service partners/dealers/third-party service providers, including performance governance and compliance with service standards.

• Commercial Service Growth:
  Drive growth in service revenues (e.g., maintenance, upgrades, service contracts, and spares), ensuring strong alignment between service and sales/operations teams.

• Cross-Functional Collaboration:
  Partner closely with regional Sales, Product/Engineering, Supply Chain, Finance, and Quality to ensure feedback loops and issue resolution.

• Governance, Risk & Compliance:
  Ensure regional after-sales activities are compliant with company policies and applicable regulations; proactively manage operational risks.

Qualifications

• Experience:
  Typically 10+ years of experience in after-sales/service management, field service, customer support, or related roles, including regional APAC leadership experience (preferred).

• Industry Fit (Preferred):
  Experience in industrial equipment, technology, or machinery service environments is strongly preferred.

• Leadership & Stakeholder Management:
  Demonstrated ability to lead multi-country teams and manage stakeholders, including internal functions and external partners.

• Service Excellence:
  Proven track record improving service KPIs, reducing downtime or escalations, and increasing customer satisfaction.

• Analytical & Process Skills:
  Strong capability in data-driven performance management, continuous improvement, and operational planning.

• Communication:
  Excellent communication skills in English; additional local language capability is a plus.

• Travel:
  Willingness to travel across APAC (as required).

Why Join This Organization?

This is an opportunity to shape the regional after-sales service strategy across APAC and drive measurable improvements in customer experience, operational performance, and service growth. If you are a service leader who thrives on building capability, strengthening customer outcomes, and executing across complex multi-country environments, we invite you to apply.