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After Sales Service Manager

Il y a 2 mois


France, FR XCMG Group Temps plein

Who are XCMG Group?


Founded in 1943, XCMG is one of the World's Top 3 construction machinery manufacturers.

XCMG is dedicated to providing excellent construction equipment solutions and services for customers.


In 2023, XCMG will focus on the comprehensive transformation and upgrading of high-end, intelligent, green, service-oriented, and internationalized industries and solidly help our customers succeed.


Would you like to work in a fulfilling setting and contribute to the success of a reputable, growing company?


About the Role:

We are looking for a dedicated After-Sales Service Manager in the Construction Machinery Sector(Secteur BTP) to ensure customer satisfaction and manage post-sale service operations. The successful candidate will handle customer complaints, oversee technical interventions, and drive continuous improvement in after-sales processes.


Key Responsibilities:

  • Customer Complaint Resolution: Receive and address customer complaints promptly, identify root causes, and ensure timely resolution.
  • Technical Interventions: Plan and coordinate technician visits for on-site or workshop repairs. Ensure the availability of required spare parts.
  • Customer Satisfaction: Conduct satisfaction surveys, analyze feedback, and implement corrective measures for improvement. Maintain regular contact with customers.
  • Performance Monitoring: Define key performance indicators (KPIs) and analyze data to identify trends and improvement opportunities. Prepare regular reports for management.
  • Process Optimization: Collaborate with other departments to resolve recurring issues and enhance after-sales processes. Standardize procedures for interventions and follow-ups.
  • External Partnerships: Manage contracts and partnerships with subcontractors and service providers. Ensure high-quality services from external partners.
  • Industry Awareness: Stay updated on technological and regulatory changes. Adapt company practices to meet new requirements and opportunities.


Qualifications:

  • + 10 years of Experience in after-sales service management or a related field.
  • Strong problem-solving skills and a customer-focused mindset.
  • Proven ability to lead teams and manage external partnerships.
  • Familiarity with service quality metrics and improvement processes.