After-sales Manager

3 days ago

Macquarie Park, Australia Hanshow Australia Pty Ltd Full time

Hanshow is a global leader in Electronic Shelf Labels (ESL) and digital store solutions (LCD).

We offer global customers a series of world-class, customized IoT touchpoints and digital store solutions which include Electronic Shelf Label pricing systems, Digital Signage, digital payment systems, and AI-powered digital shelves.

Our intelligence-driven platforms and systems:

- deliver customer-centric insights;
- help retailers streamline operations;
- improve profitability;
- increase efficiency;
- provide their customers a more personalized and memorable experience.

Hanshow currently serves over 20,000 stores in more than 50 countries.

**Duties and Responsibilities**:

- Lead the After-sales & technical support team to maintain team performance and customer satisfaction.
- Work with R&D department with system improvement and bug fixing;
- Handle Customer tickets, and follow-up internal improvement countermeasures, fast tracking and facilitating timely closure;
- Organize and promote the handling measures of customer after-sales claims, including return merchandise, maintenance, restoration and recycling, etc.;
- Customer service level agreement engagement;
- The establishment, maintenance and management of after-sales channels, timely warning and improvement of products with major quality problems;
- Regularly summarize customer complaints, provide quality risk cases, regularly summarize service and technical support accumulation, and produce maintenance manuals.

**Qualifications and Experiences：**

Bachelor’s degree or above in information technology or telecommunication, with 3- 5 years of related work experience.
- Have work proficiency in at least two trendy operating systems;
- Have basic knowledges of coding languages such as java, python etc.
- Have good language and expression skills, fluent in English and Mandarin;
- Be able to write requirements analysis, solutions or other programs;
- Have the skills of using database, and have relevant experience;
- Have work experience as an after-sales or technical support manager;
- Have experience of customer relationship management.

**Salary**: $80,000.00 - $100,000.00 per year

**Benefits**:

- Work from home

Schedule:

- Day shift

Supplemental pay types:

- Performance bonus

**Language**:

- Mandarin (required)

Work Authorisation:

- Australia (required)

Work Location: In person

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