Customer Service Leader

Position Objective
Lead and strengthen Customer Service and After-Sales operations for the region, ensuring the effective management of authorized service centers, compliance with service KPIs, and an excellent end-customer experience, acting as a key coordination point between internal teams and regional stakeholders.

Responsibilities

• Coordinate and follow up on logistics operations related to after-sales service.

• Manage and strengthen the network of authorized service centers, ensuring compliance with Midea policies and standards.

• Maintain constant communication with teams in Panama and Mexico, including the Customer Service Manager in Mexico.

• Oversee the performance of service centers across multiple countries.

• Prepare reports on failures, damage rates, and service KPIs.

• Analyze reported damage ratios and propose improvement actions.

• Ensure end-customer satisfaction with the service provided.

• Act as a strategic arm of the department, with potential people management responsibilities.

• Maintain continuous interaction with Finance, Sales, and other internal teams.

• Manage negotiations with service centers and service providers.

• Participate in continuous improvement projects within the after-sales area.

• Occasional travel availability (based on business needs).

Requirements

• Bachelor’s degree completed.

• Minimum of 5 years of experience in Customer Service, After-Sales, or Service Operations.

• Experience managing service centers (regional or multi-country).

• Solid knowledge of logistics.

• Advanced Excel skills (reporting, data analysis, KPIs).

• Advanced English (mandatory).

• Experience in electronics or a similar industry is a plus.

Desired Profile

• Previous experience as an After-Sales Manager, Customer Service Manager, Warranty/Guarantee Leader, or similar roles.

• Strong interest in professional growth and development.

• Ability to work proactively and independently.

• Excellent internal and external communication skills.

• Strong ability to manage, negotiate, and find solutions.

• High level of responsibility with a results-oriented mindset.

• Focus on continuous improvement and customer satisfaction.

Benefits

• Hybrid work model

• Statutory benefits according to local law