Service Manager
il y a 2 semaines
Position Overview As the Aftersales Manager for Sunmi France, based in Lyon, you will oversee aftersales operations and ensure exceptional customer service for our innovative IoT products and solutions. You will manage a team of customer support specialists and service technicians, handling warranty claims, repairs, and technical assistance while continuously improving customer satisfaction. This key leadership role directly impacts the customer experience and supports Sunmi’s expansion in the region. Key Responsibilities Promote company service policies, processes, and models within the region and collaborate on localized service policies to meet local market needs and compliance requirements. Establish and daily manage service centers, monitor SLAs, analyze work order data, plan spare parts, manage settlements, and drive customer satisfaction. Develop, empower, coordinate, sign contracts, and manage authorized service providers to meet quality and service standards. Collaborate with regional sales team to resolve service issues for customers, especially key accounts, and provide relevant solutions and outputs. Track and manage regional customer RMA orders, DOA replacements, spare parts plans, and ensure smooth service execution. Coordinate with headquarters service operations to align regional services with overall operational requirements. Participate in collaboration and execution of customer service agreements to meet customer needs and operational standards. Handle quality issues raised by customers, coordinate resolution, and ensure timely solutions. Oversee and implement technical and service training for the local team to meet service quality standards. Produce regular service data analysis reports, evaluate service effectiveness, and propose improvements to enhance the customer service experience. Continuously improve local service efficiency and customer satisfaction while reducing service costs through process optimization and quality enhancement. Qualifications & Requirements Education: Bachelor’s degree in Business, Engineering, or a related field. A technical background in IoT, electronics, or similar fields is a plus. Additional certifications in customer service, quality management, or operations are beneficial. Experience: At least 5 years of experience in aftersales, customer service, or technical support management, preferably in the technology, IoT, or electronics industries. Strong background in team management and improving aftersales processes in a fast-paced, customer-focused environment. Skills: Proven leadership, communication, and interpersonal skills. Strong problem‑solving abilities and conflict resolution skills. Fluent in French and English, both written and spoken. Proficient in using CRM software, ERP systems, and Microsoft Office tools (Excel, PowerPoint, Word). Ability to work independently while being a collaborative team player. Strong customer orientation, with a focus on delivering exceptional service. Highly organized, detail‑oriented, and proactive in managing multiple tasks. Adaptable and comfortable working in a dynamic, fast‑changing environment. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Customer Service Industries Appliances, Electrical, and Electronics Manufacturing #J-18808-Ljbffr
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