Job description

Role overview

The Aftersales Leader for Singapore and Malaysia within LWT APAC will own the strategy and day-to-day direction of after-sales service. This position is focused on improving service quality, making operations more efficient, and building stronger customer satisfaction across the full product lifecycle.

The role also covers service execution, spare-parts control, performance tracking, and digital improvement programs that support brand loyalty and long-term business growth.

Strategic leadership and business growth

Create and implement after-sales plans that support business goals.
Expand service coverage and increase the value contributed by after-sales activities.
Ensure the service setup is ready to support product lifecycle needs and customer demand.

Service operations management

Lead the complete after-sales service process from end to end.
Track key measures such as turnaround time, first-time fix rate, and technician productivity.
Improve and standardize service workflows to raise efficiency and consistency.

Spare parts and inventory management

Estimate spare-parts demand using warranty trends and product performance data.
Oversee inventory levels to keep parts available for warranty and service work.
Balance stock availability against the risk of excess or outdated inventory.

Customer experience and satisfaction

Review customer satisfaction results and service performance indicators.
Handle escalated complaints and make sure issues are resolved promptly.
Keep service delivery standards aligned across all service points.

Financial and performance management

Monitor service-related expenses, including materials, labour, and logistics.
Improve operating efficiency to lower the cost per service claim.
Maximize the use of manpower, tools, and service assets.

Compliance and quality management

Ensure adherence to company rules, regulatory obligations, and service standards.
Manage warranty claims and contribute to quality improvement efforts.

Digital and process transformation

Drive adoption of service systems such as Salesforce CRM.
Use data analysis to strengthen service decisions and performance outcomes.
Lead digital improvements that make service delivery faster and better for customers.

Team leadership and development

Lead after-sales teams covering technical support and customer service functions.
Design and run training programs to build technical and service capability.
Promote a high-performance culture centered on customer needs.

Performance measures

SLA achievement for B2B and B2C
Customer satisfaction score
Service turnaround time
First-time fix rate
Spare-parts availability
Service cost efficiency
Service coverage expansion

Candidate profile

The ideal candidate holds a bachelor’s degree in Engineering, Business Administration, or a related field, along with 10 to 15 years of experience in after-sales service management or service operations leadership. Strong experience in leading service teams, managing spare-parts inventory, and running customer service operations is essential, as is a track record of improving operational efficiency and service performance.

About LIXIL

LIXIL focuses on creating better homes through water and housing technology solutions. Its portfolio includes well-known brands such as INAX, American Standard, GROHE, TOSTEM, and others, reaching more than a billion people every day.

The company places importance on an inclusive and empowering culture, entrepreneurial thinking, and a commitment to making a positive impact on the planet. LIXIL is also undergoing transformation to meet changing technologies, customer needs, demographics, and expectations.

Additional information

This role is based in Singapore and covers both Singapore and Malaysia markets.

No stipend or salary amount was provided in the source.

Aftersales Leader

Where you'll work