Engineer of Aftersales Service

Responsibilities:

1. Technical support (phone calls, mails) to service providers/contact center agents when needed.

2. Data analysis focused on Quality reports (failure rate), co-working with each product engineer, and Service KPIs (repair time, returns, parts usage, service cost,..).

3. Service provider network coordination: search of new service providers, legal agreements management, evaluation performance.

4. Contact with Head Quarter dept. to review and explain main KPIs performance.

5. Work on automation of daily procedures to reduce manual tasks: adapt repair and return policy and protocols, develop reports automation,...

6. Quality support tasks: Test of frequent equipment’s faults, new products & software upgrades test, documentation & translation, issue reporting and rework support.

Requirements:

Advanced English level (B2-C1).

High knowledge of Excel, PPT, word, etc

Teamwork

Highly valuable experience in after-sales service and Image & Sound sector.

Technical Engineering. Industrial, Telecommunications, Electronics or similar.

Preferable with the knowledge of electronic devices.

The expected results and performance of this position:

Improve service provider network to achieve main KPIs : Repair time, Customer Satisfaction, SVC cost.

Enhance customer satisfaction with actions through contact Center and service provider network: increasing qty of claims solved in the call center and improving repair experience.

Improve quality of product by quality issues reporting and failure rate analysis co-working with HQ, factory and R&D teams.

Develop saving cost activities to reduce service cost: find out quality problems, control parts usage, reclaims… Balance customer satisfaction and cost.

Help to boost product sales by supporting distributors, dealers, and sales team requests & technical questions.

In this line, Hisense Iberia SLU is committed to equal opportunities among all people as a fundamental pillar of professional and personal development. Therefore, we welcome all applications irrespective of race, gender, civil status, ideology, nationality, religion or any personal, physical, or social condition.