Country Service Manager, Thailand

About Nothing

About the Team

The Country Service Manager will be responsible for end-to-end customer service operations in Thailand, covering smartphones and IoT devices. This role combines service operations leadership with spare parts supply chain, warehouse, and logistics management, ensuring high service quality, SLA adherence, cost control, and readiness for market growth.

The role will act as the single-point owner for after-sales service in Thailand, working closely with service partners, contact centre, logistics and warehouse providers, and global teams.

Key Responsibilities

Customer Service Operations

• Manage and oversee all customer service operations for smartphones and IoT devices across Thailand.

• Develop and execute service strategies to ensure timely issue resolution and superior customer experience.

• Monitor service KPIs and SLAs (TAT, repeat rate, CSAT, backlog, etc.) and drive continuous improvement.

• Conduct regular audits of service centres, processes, documentation, and compliance with company standards.

• Build and manage strong relationships with service partners, vendors, and internal stakeholders.

• Provide operational and technical guidance to service centres, technicians, and support teams.

• Ensure regular training and certification readiness of service partners on products, processes, and tools.

• Prepare and present periodic performance reports to regional and global stakeholders.

Spare Parts, Warehouse & Logistics Management

• Own spare parts inventory management, including inward/outward movement, MSL adherence, and consumption control.

• Plan and forecast spare parts requirements using historical data and demand trends.

• Coordinate with global supply chain teams for ordering, replenishment, and inventory optimization.

• Manage defective parts handling, including receipt, inspection, tracking, approvals, and disposal processes.

• Oversee warehouse operations (internal or partner-managed), ensuring accuracy, safety, and compliance.

• Coordinate logistics for spare parts transportation, storage, and distribution across service centres and collection points.

• Optimize logistics costs, lead times, and delivery reliability through vendor collaboration.

Vendor & Partner Management

• Manage service partners, logistics providers, and warehouses against agreed SLAs and contracts.

• Evaluate vendor performance, drive corrective actions, and lead commercial and operational negotiations when required.

• Ensure readiness for new product launches, service expansions, and scale-up plans.

Governance, Compliance & Continuous Improvement

• Ensure compliance with company policies, local regulations, and safety standards.

• Identify risks in service operations and supply chain and implement mitigation plans.

• Stay updated on industry best practices, tools, and emerging service models.

Requirements: 

• Bachelor’s degree in Engineering, Business Administration, Supply Chain, or related field.

• 7+ years of experience in customer service operations, after-sales, (consumer electronics preferred).

• Strong understanding of smartphones and IoT products, service workflows, and repair ecosystems.

• Hands-on experience in inventory management, spare parts planning, and logistics coordination.

• Proven ability to manage service partners and cross-functional stakeholders.

• Strong analytical, problem-solving, and reporting skills.

• Proficiency in Excel and operational reporting tools.

• Excellent communication and leadership skills.

• Willingness to travel within Thailand as required.

• Fluency in English and Thai is mandatory.