Brazil Service Representative

About the Role We are looking for an experienced

Brazil Service Representative (Manager Level)

to lead and execute product and service operations across the Brazilian market. This role covers end-to-end service management, including offline customer service, technical support, repair network development, and distributor management, with the goal of enhancing customer satisfaction and service excellence in Brazil. Key Responsibilities Lead the planning and execution of product and service operations in Brazil, including offline customer service, technical support, repair services, and distributor management. Establish and manage a local repair service network, including onboarding, supervising, and evaluating authorized service centers. Develop service standards and SOPs, monitor repair quality and turnaround time, and ensure compliance with company quality standards. Oversee offline customer service and technical support activities, including handling customer inquiries, resolving technical issues, providing product training, and managing escalations or complex cases. Develop localized customer service processes to improve overall service efficiency and customer satisfaction. Manage and strengthen relationships with distributors and service partners, including partner development, training, and performance evaluation to drive service capability improvement. Collect and analyze service-related data (customer feedback, repair metrics, complaint trends, etc.), and regularly provide service quality reports and improvement recommendations. Drive service process optimization and cost control initiatives. Coordinate cross-functionally with HQ CED team, Supply Chain, and Sales to ensure timely service resource allocation and issue resolution. Ensure local service operations comply with Brazilian regulations, including consumer protection laws, product safety certification, and data privacy requirements. Establish risk monitoring mechanisms where necessary.

Qualifications Bachelor’s degree or above in Electronic Engineering, Mechanical Engineering, Business Administration, Operations Management, or related fields. Proven experience in regional service, after-sales service, or customer service management Experience in the consumer electronics industry is highly preferred. Proven experience building a local service network from scratch (0–1 setup) is a strong plus. Native or fluent Portuguese and Mandarin (mandatory). Proficient in English as a working language, able to communicate effectively with HQ teams.