Summary:

The responsibility of the After Sales Service Specialist is to increase customer satisfaction and retention by providing dealers, end-users and internal stakeholders with accurate, consistent and timely information related to after-sales service and repair processes.

The role is taking care of service and repair cases from intake to completion, including customer communication, warranty validation, service coordination and system documentation. It supports the Technical Services team by ensuring efficient administrative processes and smooth coordination between customers, service engineers and internal departments.

Working closely with the Technical Service Manager and local stakeholders, the position ensures a high-quality, consistent after-sales service experience aligned with global standards and local market requirements.

Main Duties and Responsibilities:

• Provide professional and timely support to customers, dealers and partners regarding after-sales service inquiries, repair status, warranty handling and service processes
• Ensure all repair and service orders are accurately entered, tracked and processed through the system until completion
• Coordinate service cases with service engineers, including repair progress, troubleshooting follow-ups and case resolution
• Validate warranty eligibility and ensure compliance with global service policies and procedures
• Apply pricing and service charges in accordance with company guidelines and approvals
• Walk-in customers interface, observe customer demands, coordinate with information collection and system inputting, providing convenience for subsequent service processes
• Contact customers to obtain missing information and ensure smooth service case processing
• Handle customer complaints and service-related issues with professionalism and in coordination with technical teams
• Support coordination of spare parts, logistics and repair workflows within the service function
• Maintain accurate and organised customer and service records in relevant systems
• Support continuous improvement of service processes and contribute to achieving relevant KPI targets

• Remain up to date on product knowledge, service processes and system tools

Other Responsibilities:

• Ensure professional and consistent customer communication across all touchpoints
• Support resolution of complex or escalated service cases together with the Technical Service Manager
• Assist with onboarding and support of new team members where required
• Ensure compliance with company policies, service standards and operational procedures
• Contribute to a positive team environment and collaborative working cultureEnsure compliance with company policies and uphold ethical standards during all interactions.
• This is an in-office position 5 days a week

Direct Reporting Positions:

• None

Interfaces:

Externally:

• End customers, dealers, service partners

Internally:

• Technical Service Team (Service Engineers, Technical Support)
• Supply Chain / Logistics
• Sales Teams
• Global Technical Service / Central Technical Service
• Country Manager
• Finance / Accounts Receivable
• IT

Essential Skills and Requirements:

• Strong PC Skills in MS Office , JD Edwards (preferred)
• Strong customer service attitude; able to handle difficult customers with diplomacy and tact
• Excellent communication (oral and written) skills, and excellent phone skills
• Ability to actively listen
• Ability to resolve customer concerns
• Fluent in local language (e.g. Mandarin / Korean) and business-level English
• Excellent interpersonal skills
• Strong, accurate data entry skills
• Good organizational skills with excellent follow-through
• Good problem-solving skills
• Able to quickly learn company systems and tools
• Able to interpret and apply department policies and procedures and applicable laws, rules, and regulations
• Strong on Relationship Building by recognizing cultural differences
• Attention to detail, self-directed, self-starter, problem solver
• Able to work independently and with a team and to promote a positive work atmosphere
• Able to meet deadlines & balance multiple projects in a fast-paced environment

• Strong analytical and troubleshooting skills

Competencies:

• Experience with Pro Audio or music industry preferred
• Ability to anticipate and meet customer needs while delivering exceptional service.
• Builds rapport and trust with diverse customers in a face-to-face setting.
• Skilled in handling difficult conversations with diplomacy and professionalism.
• Willingly accepts direction to adapt role to organization or team changes
• Is quick to recognize situations where change is needed and takes steps to implement change
• Supports organizational change (e.g., asks questions, abandons past ways of doing things, etc.)
• Builds trust with others by acting in a way that is consistent with group/organizational expectations
• Willingly accepts assignments that will expand his/her capabilities
• Seeks opportunities to learn from others who have more experience and tenure in the organization
• Effectively works with others who have different perspectives, backgrounds and/or styles
• Actively seeks additional experience and knowledge in technical/ functional areas to gain expertise beyond current assignments
• Able to organize and manage highly-detailed processes effectively
• Excellent organizational skills as well as oral and written communication skills
• Results focused by aiming for and exceeding performance targets and goals to drive personal accountability
• Positive demeanor throughout all communication.

Education/Experience:

• High School Degree – 2 - 4 year university degree preferred;
• 1-3 years previous customer service experience