France Channel Service Manager
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Key Responsibilities
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- Develop and implement aftersales strategies aligned with business objectives.
- Develop and manage the authorized service network across France, ensuring sufficient coverage and capacity.
- Monitor service partners against agreed KPIs and SLAs, including turnaround time, first-time fix rate, repeat repair rate, customer satisfaction and repair costs.
- Conduct performance reviews and service center audits and follow up on corrective actions.
- Coordinate with customer service, technical support, spare-parts and logistics teams to ensure timely case resolution.
- Manage complex customer escalations and recurring service issues.
- Analyze aftersales data and implement improvements to service quality, network efficiency and customer experience.
- Prepare regular performance reports and present recommendations to management.
Requirements
- Bachelor degree or equivalent in Engineering, Business Management or a related field.
- At least five years of experience in aftersales operations or service network management, preferably in the white goods or consumer electronics industry.
- Experience managing authorized repair centers or third-party service providers in France or another European market.
- Knowledge of washing machines, refrigerators and air-conditioning products. Strong analytical, negotiation and stakeholder management skills.
- Experience with ERP, CRM or field-service management systems.
- Fluent French and professional working proficiency in English. xuezdbg
- Valid Category B driving licence.
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