General Manager, Customer Service (Technical Director level)

Job Purpose:

Ricoh Vietnam is seeking a senior and strategic General Manager – Customer Services to lead the end‑to‑end customer service function nationwide.
This role is fully accountable for customer experience, service operations excellence, digital transformation, and service profitability, ensuring alignment with Ricoh Vietnam's business strategy and Ricoh APAC service governance.
The position plays a critical role in positioning Customer Service as a value‑creating, customer‑centric, and financially sustainable function.

Duties and Responsibilities:

1. Customer Service Strategy & Leadership

• Define and execute Customer Service strategy aligned with RVN (Ricoh Vietnam) and Ricoh APAC direction

• Translate strategy into annual plans, KPIs, and improvement roadmaps

• Represent Customer Service at SMT and regional governance forums

• Ensure compliance with Ricoh standards, policies, and regulations

2. Customer Experience & Satisfaction

• Own and drive CSAT, NPS, and complaint management performance

• Establish strong escalation and recovery mechanisms for key customers

• Establish VOC governance and use service insights to drive continuous improvement in customer experience

• Build long-term, trusted partnerships with strategic customers and strategic partners

3. After-sales & Service Operations Excellence

• Set strategic direction and governance for nationwide aftersales service operations

• Hold accountability for overall service performance, stability, and scalability across regions

• Establish service standards, SLAs, and performance expectations for Field Service and Service Operations

• Review and steer outcomes on core KPIs (First time fix, response time, resolution time, uptime, productivity)

• Act as executive escalation owner for critical customers and systemic service risks

4. Service Planning, Supply & Inventory Management

• Provide strategic oversight of service planning, workforce capacity, and dispatch models

• Ensure service resources are aligned to business demand, growth, and cost efficiency

• Govern service supply chain performance including meter management, consumables, spare parts, and warehouses

• Drive optimization of inventory and working capital (e.g., aging, turns) to improve service readiness through clear policies and controls

• Align service supply strategy with Finance and SCM to support profitability objectives

5. Quality Control & Continuous Improvement

• Establish service quality standards and monitoring frameworks

• Drive continuous improvement initiatives (process, capability, tools)

• Reduce rework, repeat calls, and operational inefficiencies

• Promote data-driven service management and decision-making

6. Digital Transformation & Automation

• Define and sponsor the Customer Service digital transformation roadmap

• Ensure adoption of digital platforms enabling omni‑channel support, remote service, and data visibility

• Drive use of analytics, automation, and AI to improve service efficiency and customer experience

• Act as executive sponsor for regional and local service system initiatives

• Ensure digital investments deliver measurable impact on cost, productivity, and service quality

7. Financial & P&L Accountability

• Full P&L ownership of Customer Service

• Grow service revenue (contracts, consumables, value-added services)

• Control cost of serving, warranty cost, inventory, and operating expenses

• Improve service margin, productivity, and profitability

8. People Leadership & Capability Development

• Lead, coach, and develop service managers and teams nationwide

• Build strong technical capability, certification, and training frameworks

• Implement performance management, succession planning, and career paths

• Drive engagement, accountability, and a customer-centric culture

9. Cross-functional & Regional Collaboration

• Work closely with Sales, Marketing, and other back-office departments

• Ensure service readiness and alignment with sales commitments

• Align local operations with Ricoh APAC service governance and best practices

Education & Experience

• Bachelor's degree in Engineering, IT, Business, or related fields

• Minimum 10 years experience in Customer Service / Aftersales operations

• Minimum 5 years experience in senior leadership and P&L ownership

• Experience in office equipment/printing and/or digital services (IT services) is strongly preferred

• Experience working with regional / global governance is an advantage

Skills & Competencies

• Strong leadership, execution, and change management capability

• Customer‑centric and data‑driven mindset

• Proven ability to drive operational excellence and profitability

• Strong analytical, problem‑solving, and decision‑making skills

• Excellent stakeholder management and communication skills

• Fluent English (spoken and written)

• Senior leadership role with end‑to‑end ownership of Customer Service

• Direct impact on customer experience, digital transformation, and profitability

• Work in a regional, international environment with Ricoh APAC exposure

• Competitive salary package with performance‑based incentives

• Comprehensive insurance and healthcare benefits

• 13th‑month salary, annual performance review, and bonus

• Hybrid working model combining office‑based and remote working to support flexibility and performance