Sr. After-Sales Technical Specialist
il y a 4 jours
Key Responsibilities:
Customer After-Sales Technical Support
- Respond to dealer and retailer inquiries via phone or on-site visits, assisting with product usage, maintenance, troubleshooting, functional testing, and repairs.
- Prepare after-sales technical resources, including FAQs, repair manuals, and disassembly videos, and conduct technical training sessions (online or on-site) for dealers and retailers.
- Provide stores with a list of commonly used spare parts/accessories, guide customers in placing orders, manage safe inventory levels, and address issues with slow-moving stock.
Managing Customer After-Sales Needs, Issues, and Relationships
- Collaborate with dealers and retailers to identify specific after-sales needs, design corresponding solutions, and develop standardized after-sales procedures, including training.
- Gather and report after-sales issues, such as product quality concerns or suggestions for policy and process improvements, while driving internal optimization initiatives.
- Conduct regular customer visits to build and maintain strong after-sales relationships, improve satisfaction, and ensure the stability of long-term partnerships.
Management and Support of After-Sales Service Providers
- Oversee local after-sales service providers in France, including repair and refurbishment contract negotiations, KPI monitoring, and improving repair turnaround times and quality.
- Organize technical training for repair and refurbishment teams, ensure smooth onboarding for new products, troubleshoot technical issues, and maintain company repair standards.
- Manage spare parts inventory, including regular checks and scrapping processes, ensuring timely supply and cost-effective inventory management.
Qualifications:
- Bachelor's degree in Mechanical Engineering, Eletrical, Automation or a related field.
- Strong Customer Service and Communication Skills: Capable of providing training, addressing issues, and leveraging technical expertise to promptly resolve after-sales challenges.
- Experience in After-Sales for Consumer Electronics Products: A minimum of 3 years of experience in after-sales service within consumer electronics sector, with familiarity with after-sales processes and customer expectations in France and the EU.
- Ability to Perform Under Pressure: Demonstrates effectiveness in managing stress or emergencies while ensuring timely delivery of customer solutions.
- Willingness to Travel Across the EU
- Proficiency in English and French
What We Offer:
- Competitive salary and benefits package. Opportunities for career growth and advancement within the company.
- A dynamic and supportive work environment. The chance to make a significant impact on the company's growth and success.
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