Ceramics Factory After-Sales Manager

About this task

Responsibilities:
1. Establish and optimize the after-sales service quality system. Improve complaint-handling procedures, assessment standards, and preventive measures in accordance with the company's quality policy to achieve closed-loop after-sales quality management.
2. Manage major and disputed customer complaints, maintain customer relationships, and follow up on accountability and corrective actions. Set annual after-sales objectives and control quality-related compensation costs.
3. Drive data-based quality improvements by monitoring market complaints and product quality issues, preparing regular analysis reports, and working with R&D and production teams to improve product design and manufacturing quality.
4. Coordinate with sales, distributors, and customer service teams. Prepare training manuals covering ceramic and sanitary ware products, quality control, installation, and maintenance, and organize training to improve service capabilities.
5. Implement market-side quality oversight, verify factory quality management and process compliance, conduct finished-product spot checks based on market feedback, check compliance with sales policies, and provide temporary coverage for factory quality roles.

Requirements:
1. Bachelor's degree or above; no restriction on major.
2. At least five years of experience in the ceramics or sanitary ware industry, including at least three years in after-sales quality, complaint handling, or quality management.
3. Thorough knowledge of ceramic and sanitary ware quality standards, complaint-handling techniques, industry standards, and internal company control standards. Familiarity with production processes and defect analysis is required; knowledge of ISO 9001 is preferred. Strong presentation, training, defect assessment, analytical, communication, problem-solving, and cross-functional coordination skills are required. English or French proficiency is preferred.
4. Willingness to accept a long-term overseas assignment, with one month of paid home-country leave each year.

Location: Kenya.
Working hours: Monday through Friday, plus Saturday morning.
Salary: 30-40k.
Benefits: Five statutory social insurance schemes and a housing provident fund, additional overseas commercial insurance, regular medical checkups, a communications allowance, and pocket-money allowances. Meals and accommodation are fully provided, with household assistance, a driver, and a Chinese cook arranged. Paid home-country leave and family-visit benefits are available under company policy. Compensation includes an overseas assignment allowance and base position salary.

岗位职责：
1、负责搭建与优化售后服务质量体系，依据公司质量方针完善客诉处理流程、考核标准及预防方案，实现售后质量闭环管理。
2、管理重大及争议客诉，维护客户关系并跟踪客诉追责与整改，制定售后年度工作目标，管控质量赔偿成本。
3、推进数据驱动的质量改进，监控市场投诉与产品质量问题，定期输出分析报告，推动研发与生产优化产品设计及生产质量。
4、对接销售、经销商与客服团队，编制陶瓷/洁具产品、品控、铺贴及保养培训手册并组织培训，提升专业服务能力。
5、落地市场端质量监督，核查工厂品质管理与流程执行，根据市场反馈抽检成品质量，核查销售端政策执行情况，顶岗支持工厂品质工作。

任职要求：
1、本科及以上学历，专业不限。
2、具备5年及以上陶瓷/洁具行业经验，3年及以上售后质量、客诉处理或品质管理相关岗位经验。
3、精通陶瓷/洁具产品质量标准、客诉处理技巧及行业与企业内控标准，熟悉生产工艺与缺陷分析，了解ISO9001者优先；具备出色的培训演讲与缺陷判定分析能力，优秀的沟通表达、问题解决与跨部门协调能力，掌握英语或法语者优先。
4、可接受长期派驻海外工作，每年享1个月回国带薪休假。

工作地点：肯尼亚。
工作时间：周一至周五及周六上午。
薪资：30-40k。
福利：五险一金、海外商业保险、定期体检、通讯补贴及零花钱；食宿全包，安排保姆、司机及中方厨师；根据公司制度享受带薪回国休假及家属探亲福利；收入包括海外派驻津贴及岗位薪资。