About This Role
Leading the after-sales organization for the Korea market is the core of this role, establishing service processes and KPIs, and owning customer satisfaction and retention. This position suits a leader with a strong technical background in industrial automation or robotics who can drive service revenue and manage a high-performing team.
Responsibilities
- Build and lead the after-sales organization for the Korea market; establish service processes, SLAs, and KPIs covering fault response, on-site/remote support, repair and replacement, and spare parts management
- Own customer satisfaction and retention post-deployment; serve as executive escalation point for critical technical issues and major complaints
- Drive service revenue through maintenance contracts, spare parts sales, upgrades, and value-added services
- Manage spare parts inventory and logistics to ensure rapid response capability; optimize service cost and operational efficiency
- Analyze after-sales data (failure types, resolution time, CSAT) to identify improvement opportunities and drive corrective actions with R&D, Quality, and Product teams
- Coordinate cross-functional resources (R&D, Delivery, Sales, Supply Chain) to resolve complex technical failures and ensure closed-loop issue resolution
- Build and develop a high-performing field service and technical support team; establish training and certification programs
Requirements
- Bachelor's degree or above in Automation, Mechanical/Electrical Engineering, Robotics, or related field
- 10+ years in after-sales service within industrial automation, robotics, or intralogistics
- 5+ years in after-sales team management
- Strong technical foundation in warehouse automation systems (ACR/AGV/AMR/ASRS); ability to diagnose complex electromechanical and software issues
- Proven experience in service process design, spare parts management, and after-sales P&L or service revenue responsibility
- Language: Professional proficiency in both English and Korean required
- Willingness to travel frequently within Korea and occasionally internationally
Nice to have:
- Chinese (Mandarin) language skills
