Service Operation Specialist/Manager

Job Title: Service Operation Specialist/Manager

Location:Lyon, France

Department: Operation - Aftersales

Reports to: Head of Operations / Country Manager

About Sunmi:

As a high-tech Unicorn company, SUNMI Group is a global leader in the innovation of intelligent hardware for businesses. Specializing in the Internet of Things (IoT), Sunmi provides cutting-edge, integrated software and hardware solutions designed to empower businesses with real-time IoT capabilities. Our goal is to transform traditional stores into smart businesses, offering a comprehensive ecosystem of intelligent devices and solutions that enhance business operations.

Founded in 2014, Sunmi is valued at over $1 billion as of 2019. With major investors like Alibaba Ant Financial and Xiaomi, we continue to grow and innovate on a global scale. Join us in shaping the future of business technology

Position Overview:

As the Aftersales Manager for Sunmi France, based in Lyon, you will be responsible for overseeing the aftersales operations and ensuring exceptional customer service for our innovative IoT products and solutions. You will manage a team of customer support specialists and service technicians, ensuring effective handling of warranty claims, repairs, and technical assistance, while continuously improving customer satisfaction. This is a key leadership role within our French operations, directly impacting the customer experience and supporting Sunmi's expansion in the region.

You will be part of a dynamic, fast-growing company, where your contributions will directly influence both customer loyalty and operational efficiency in one of the most exciting industries—IoT for business.

Key Responsibilities:

1. Promotion of Service Policies, Processes, and Models: Responsible for promoting the company's service policies, processes, and models within the region, and for collaborating on the development of localized service policies and customized service solution to ensure they meet local market needs and compliance requirements.

2. Service Center Development and Operations: Responsible for the establishment and daily management of service centers, including invoice issuance (if applicable), overall supervision and improvement of SLAs (Service Level Agreements), work order data analysis, spare parts planning, settlement management, and customer satisfaction management.

3. Authorized Service Provider Development and Management: Responsible for developing, empowering, coordinating, signing contracts, and managing the operations of authorized service providers, ensuring they meet the company's quality and service standards.

4. Regional Customer Service Operations Support: Collaborating with the regional sales team to provide customer service support, resolve service issues for regional customers, especially key accounts (KA), and deliver relevant solutions and outputs.

5. RMA and Spare Parts Management: Tracking and managing regional customer RMA (Return Merchandise Authorization) orders, DOA (Dead on Arrival) replacements, spare parts plans, and ensuring smooth and efficient service execution.

6. Collaboration with Headquarter Service Operations: Coordinating with the headquarters service operations team, facilitating demand alignment, and exploring localized service models to ensure regional services align with the company's overall operational requirements.

7. Collaboration in Customer Service Agreements: Participating in the collaboration and execution of customer service agreements, ensuring the content meets customer needs and aligns with the company's operational standards.

8. Quality Issue Management: Responsible for handling quality issues raised by customers, coordinating with relevant departments to resolve them, and ensuring timely and effective solutions.

9. Technical and Service Training Management: Overseeing and implementing technical and service training for the local team to ensure that team members' professional capabilities and service quality meet standards.

10. Service Data Analysis and Reporting: Producing regular service data analysis reports, evaluating service effectiveness, and proposing solutions and improvements to enhance the customer service experience.

11. Improving Service Efficiency and Customer Satisfaction: Continuously improving local service efficiency and customer satisfaction while reducing service costs through process optimization, quality enhancement, and cost management.

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.

Personal Traits:

• 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.