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AFTER SALES SERVICE MANAGER

POSITION OVERVIEW:    
        

Reporting to the Supply Chain General Manager you will be responsible for delivering outstanding Customer Service through timely processing of returns and best in class after sale service processes and information systems. Ensure we are cost efficient, productive and eliminate waste and non-added value. Ensure our operating expenses are in line with the budget and agreed productivity levels. Introduce value added services to generate revenue and offset our operating expenditures. Establish and enforce robust internal control processes to eliminate any stock variances or penalties from the vendors.

 

RESPONSIBILITIES:

Create a customer centric culture within the after sale service department.
• Establish and maintain a process at all stages that meets the after sale service requirements of the company.
• Track Service time compliance on a daily basis.
• Establish a customer satisfaction survey process and deliver high levels of customer satisfaction by fixing any systemic process issues.
• Maintain an up to date action plan addressing the issues with after sales service.
• Share the customer satisfaction results with the operator and the vendors.
• Establish and manage an effective escalation process to ensure difficult cases are properly managed.
• Ensure proper availability of seed inventory is maintained at all times
• Manage the service level agreement with the after sale service contractor.
• Qualify after sale service vendors that meet company’s service, cost and controls requirements.
• Establish and maintain agreements that establish clearly the financial liabilities of the after sale service contractor. 
• Manage effectively and timely all transportation from drop points to the service hub and from the service hub back to the drop points.
• Manage the transportation from the service hub back to the vendors and from the vendors, central warehouse to the service centers/hub.
• Ensure goods are returned timely to the vendors to avoid any penalties due to late returns.
• Ensure all transportation contracts protect company assets and specify clear proof of delivery mechanisms and that all goods are insured during transportation.
• Ensure all personnel in the after sale service organization is well trained and qualified to perform their duties.
• Ensure after sale service operating costs are well in line of the benchmarks of the industry. 
• Develop continuously value-added services to enhance the after-sale service experience and create additional sources of revenue to offset the after-sale service operating cost

 

Skills
Bachelor's Degree as a minimum – Advanced degree (Business Administration, Marketing) preferred
• Experience 7-10 years minimum in an after sales or sales support role
• Experience in working with Major Multinational, Distribution or Retail experience, Telecom experience is a plus.

 

QUALIFICATIONS:
5+ years proven luxury or accessible luxury retail maintenance management experience
•Solid understanding of technical aspects of electrical and mechanical systems
•Strong analytical and project management skills
•Outstanding organizational and leadership abilities
•Ability to develop trust of Senior Management, Store Management Team and Vendors
•Excellent communication, interpersonal, and negotiation skills
•Knowledge all repair and maintenance processes and health and safety regulations
•Valid Certified Maintenance Manager (CMM) will be a plus

 

DESIRED CHARACTERISITCS:
•Possess strong leadership qualities and work independently as self-starter 
•Possess strong attention to detail and can easily work with budgeting stems and Excel
•Possess ability to think proactively
•Ability to be flexible and adapt to fast-paced and changing environment
•Critical thinker with ability to meet deadlines 
•Ability to communicate efficiently with all levels 
•Passionate with drive for results

 

ELIGIBILITY REQUIREMENTS:
•Must be willing to work and have authorization to work in the US
•Must be willing to travel both domestically and internationally up to 50% of the time