Deputy Manager Of After Sales Service

hace 4 meses


Valencia, España Experis A tiempo completo

Desde Manpower Professional Recruitment, nos encontramos en la búsqueda de un/a Deputy Manager of Aftersales service (H/M/X) para formar parte de uno de nuestros clientes Internacionales más importantes del sector de la electrónica de consumo.

**¿Cuáles serán tus funciones?**
- Coordinar y gestionar la red de proveedores de servicios: acuerdos legales, evaluación del desempeño.
- Apoyo a la red de proveedores de servicios: desarrollar plan de formación y apoyo técnico.
- Contacto con el departamento Head Quarter para revisar el rendimiento de los principales KPIs y desarrollar un plan de acción.
- Desarrollar nuevas estrategias y acciones para mejorar y mantener bajo control el coste del servicio.
- Realizar informes trimestrales de calidad global por productos trabajando con cada ingeniero de producto.
- Formación y soporte técnico a los agentes del departamento (especificaciones de los productos, consejos para solucionar problemas online,).
- Revisar el acuerdo postventa con los distribuidores: política y protocolos de reparación y devolución.

**¿Qué resultados esperamos de ti?**
- Mejorar la red de prestación de servicios para alcanzar los principales KPIs: Tiempo de reparación, satisfacción del cliente, coste, etc.
- Desarrollar más material de formación e impartir cursos de formación técnica a los proveedores de servicios y al centro de contacto para mejorar la eficacia del trabajo: reducir el coste del servicio, el tiempo de reparación y mejorar la satisfacción del cliente.
- Mejorar la satisfacción del cliente aumentando el número de reclamaciones resueltas en el centro de llamadas. Aumentar la tasa de resolución en línea y la satisfacción del cliente.
- Apoyar a I+D para lograr el "tiempo de lanzamiento de nuevos productos al mercado" y reducir la "tasa de fallos de campo" realizando las tareas de prueba de I+D a tiempo.
- Compartir informes de alerta temprana de calidad con I+D para resolver problemas sobre el terreno.

**Requisitos**
- Mínimo 5 años de experiência en el mismo puesto y preferiblemente en el mismo sector.
- Nível avanzado de inglés (C1).
- Nível avanzado de Excel.
- Preferiblemente con conocimientos de dispositivos electrónico.



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