General Manager, Customer Service (Technical Director level)

Job Purpose:

Ricoh Vietnam is seeking a senior and strategic General Manager Customer Services to lead the endtoend customer service function nationwide.
This role is fully accountable for customer experience service operations excellence digital transformation and service profitability ensuring alignment with Ricoh Vietnams business strategy and Ricoh APAC service governance.
The position plays a critical role in positioning Customer Service as a valuecreating customercentric 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 omnichannel 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

Requirements

Education & Experience

Bachelors 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

Customercentric and datadriven mindset

Proven ability to drive operational excellence and profitability

Strong analytical problemsolving and decisionmaking skills

Excellent stakeholder management and communication skills

Fluent English (spoken and written)

Benefits

Senior leadership role with endtoend 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 performancebased incentives

Comprehensive insurance and healthcare benefits

13thmonth salary annual performance review and bonus

Hybrid working model combining officebased and remote working to support flexibility and performance