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After Sales Service Manager
Il y a 2 mois
About XCMG Group
XCMG Group is a leading global construction machinery manufacturer with a rich history dating back to 1943. As one of the world's top three construction machinery manufacturers, XCMG is committed to providing exceptional construction equipment solutions and services to its customers.
Job Summary
We are seeking a highly skilled After Sales Service Manager to join our team in the Construction Machinery Sector. The successful candidate will be responsible for ensuring customer satisfaction and managing post-sale service operations. This role requires a strong focus on customer complaint resolution, technical interventions, and continuous process improvement.
Key Responsibilities
- Customer Complaint Resolution: Receive and address customer complaints in a timely and effective manner, identifying root causes and implementing corrective measures to ensure customer satisfaction.
- Technical Interventions: Plan and coordinate technician visits for on-site or workshop repairs, ensuring the availability of required spare parts and maintaining high-quality service standards.
- Customer Satisfaction: Conduct regular satisfaction surveys, analyze feedback, and implement corrective measures to improve customer satisfaction. Maintain regular contact with customers to ensure their needs are met.
- Performance Monitoring: Define key performance indicators (KPIs) and analyze data to identify trends and improvement opportunities. Prepare regular reports for management to ensure transparency and accountability.
- Process Optimization: Collaborate with other departments to resolve recurring issues and enhance after-sales processes. Standardize procedures for interventions and follow-ups to ensure consistency and efficiency.
- External Partnerships: Manage contracts and partnerships with subcontractors and service providers, ensuring high-quality services from external partners.
- Industry Awareness: Stay up-to-date on technological and regulatory changes, adapting company practices to meet new requirements and opportunities.
Requirements
- At least 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.
