EMEA Aftersales Technical Manager
hace 2 semanas
Fluidra, a multinational group listed on the Spanish Stock Exchange, is the global leader in the pool and wellness industry. Founded in 1969, Fluidra has long-standing experience in developing innovative products and services in the global residential and commercial pool market.
We have clear mission: to create the perfect pool and wellness experience responsibly.
Our team is comprised of more than 7,000 motivated and skilled employees,. Operating in more than 47 countries through our subsidiaries, we have more than 135 sales branches and more than 35 production centers around the world, in addition to strategically distributed logistics hubs that support our production and distribution centers.
The role:
The EMEA Customer Service and After Sales department aims to provide tools, policies/guidelines, processes, knowledge and resources to the Customer Service and AfS departments sitting in each of the commercial entities in the different subregional areas that are the front end of Fluidra to the customers in order to receive any kind of administrative request, logistics claims, technical consultations and product quality and performance issues claims.
After Sales departments in the local entities are responsible for receiving those product related claims and they shall provide appropriate treatment to those claims in an efficient way, according to group policies in order to achieve customer satisfaction.
The EMEA Aftersales Technical Manager will report to the EMEA Customer Service and After Sales Director. In the short term he/she will be acting as Individual contributor, but in the mid-term his/her responsibilities will expand to manage a team of Product Specialist that will be in control of all technical knowledge on a predefined range of products. This role will be responsible for structuring and laying foundations for technical knowledge management and training, handling Aftersales product escalations, and Class issues reporting.
Your main responsibilities:
- Manage product related training content and define troubleshooting material for Aftersales contact center, technical hubs, external/internal service center and sales teams and even customers that may have the need.
- Manage the Aftersales section of the NPI process (New product introduction) ensuring the technical documentation is available and training is developed and planned for all technical resources that will be affected.
- Link with R&D, Quality and Manufacturing teams to influence product improvement plans based on Aftersales data and looking after a better serviceability of the products.
- Be the first one (and future manager) of a team of technical experts and guide them through unified processes for all product ranges.
- The team should handle technical escalations reported through aftersales systems and should support the customer facing entities in finding the right technical solution for these cases and if needed funneling these needs to manufacturing or suppliers. As a team, they should identify class issues and report those is a standardized way to quality department and ensure visibility of those accepted/confirmed cases to all aftersales community that need to know.
- The team will support the EMEA Aftersales operations team in the implementation of the TSC network needs to support this same NPI (processes, knowledge and spare parts kit definition).
The position may be based in any major Fluidra Branch Office or Manufacturing Site.
To succeed in this role, you'll need a positive attitude and the following:
- Industrial engineering degree or other similar background.
- Managerial business understanding is valued.
- Knowledge management related experience.
- At least 5 years working experience in a multinational service environment.
- English at advanced level is a must, other European languages are valued.
- Customer experience focus and good communication skills.
- Internal customer empathy, understanding of the functional role in a matrix environment, with a "servant leader attitude".
- Process mindset, autonomous, well-structured and organized.
- Advanced use of Excel and PowerPoint.
- Knowledge on Salesforce Service module and/or other service management tools.
- Basic knowledge on ERP's (AS400 or others).
- Willingness to travel across EMEA as per need, maximum 1 week per quarter.
At Fluidra, we are committed to both the professional and personal development of our employees. Thanks to our highly qualified team of experts we are able to fulfill our main mission: To create the perfect Pool and Wellness experience responsibly.
- Nivel de antigüedad Intermedio
- Sectores Industria manufacturera
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