Service Manager

I. Basic information of the position

• Job Title: Service Manager
• Work Location: Paris, France
• Scope of work: After-sales service management and dealer management of earthmoving equipment in France, Spain and Portugal
• Reporting to: Earthmoving Product Line Service Director

II. Job Responsibilities

(1) Dealer development and service resource construction

• Responsible for organizing service team to visit and evaluate service resources and capabilities of potential dealers.
• Responsible for regularly following up and promoting the service resource construction of dealers to achieve the key performance targets of service resources.
• Responsible for organizing the development of third-party service resources, organizing the assessment of their service resource status and capabilities, and negotiating and signing third-party service cooperation agreements.

(2) Spare parts sales and safety reserves

• Responsible for organizing and carrying out accessories sales activities to achieve the region's accessories sales targets.
• Responsible for promoting the safe storage of spare parts for dealers and subsidiaries, and assisting in improving the spare parts satisfaction rate.

(3) Product technical improvement and market feedback

• Responsible for organizing and coordinating the service team to promote the implementation of product technical improvements for dealers and end customers.
• Responsible for organizing the service team to collect and regularly feedback product quality issues,
• Responsible for investigating regional market competitor policy trends and providing market data and policy improvement suggestions.

(4) Service support and warranty fee settlement

• Responsible for organizing and coordinating the service team to support dealers in quickly resolving equipment problems.
• Responsible for reviewing dealer service processes and service records to ensure the authenticity and rationality of services. Coordinate with and regularly review dealer warranty claims and implement dealer service fee settlement.

(5) Technical guidance and product training

• Responsible for guiding and training dealers to correctly implement the company's quality warranty policy, service policy, and standard service procedures.
• Responsible for organizing the technical training department or R&D department to carry out product training for dealers and improve dealers' service capabilities.

(6) Customer Relationship and Satisfaction

• Responsible for organizing and participating in monthly dealer communication meetings, and regularly visiting dealers and their end customers
• Responsible for collecting suggestions or complaints from customers and the market, following up on complaint handling, and improving customer satisfaction.

III. Qualifications

(1) Educational background

• Bachelor degree or above in engineering, mechanics, vehicles or related majors.

(2) Work experience

• At least 6 years of after-sales maintenance experience in construction machinery, heavy equipment, trucks or related industries, familiar with after-sales process management, and practical experience in communicating and coordinating with dealers or customers.

(3) Skill requirements

• Strong technical understanding ability, able to quickly understand and solve common mechanical, electronic control and other fault problems.
• Good communication skills, cross-cultural communication skills, and the ability to effectively communicate with local French customers.
• Proficient in using office software (such as Excel, PowerPoint, CRM system, etc.).
• Have a driving license and can accept short-term business trips to France, Spain, Portugal and other countries.

(4) Language skills

• French: Mother tongue
• English: Excellent

(5) Personal qualities

• Strong sense of service and responsibility, able to handle problems independently and promote the implementation of results.
• Adapt to the multinational corporate culture, be proactive and have a team spirit.

Ⅳ. Bonus points

• Have working experience in international construction machinery brands (such as Caterpillar, Volvo CE, Liebherr, Komatsu, etc.).
• Familiar with French and European aftermarket regulations and customer expectations. Candidates with dealer management or training experience are preferred.
• Fluent in Spanish.