Descripción de la oferta
Position: Aftersales Technical Support Engineer
Country: Spain
Work Location: Pozuelo, Madrid
Department/Team: Aftersales
Purpose of Role
- Build good image by providing efficient and professional aftersales campaign and activity support across all the branch.
- Build professional aftersales DOS, DMS and aftersales process across all the branch
- Committed, results driven and profit and customer satisfaction oriented, always ensuring highest result achievement.
- Implement customer service process and standard at distributor and dealer side
- Evaluation and audit service centre and workshop service management
- Handling all branch filed operation and achieve CSI KPI
- Handling customers’ critical service issues and complain.
Responsibilities
- According to entire company development strategy, make the aftersales entire strategy and detailed implement plan, in order to enhance aftersales business level, build up well-established aftersales system.
- Tracking planning target, regular monitor and tracking status, adjust the strategy base on marketing change, make sure every aftersales task in good tracking.
- Responsible for aftersales data tracking and analysis, according to data character, design the different analysis dimension, actual reflects the business status, such as CSI report, operation report, quarterly evaluation report, weak point follow up report, etc.
- Set up the aftersales KPI for all distributors and dealers
- Design and conduct aftersales campaign for branch
- Implement and evaluate the aftersales DOS for all branch
- Supports Director with aftersales non-technical training plan and takes initiatives with implementing technical training in order to achieve fully understanding of the features and benefits from the customers, and to increase the market share systematically.
- Analyses latest regional aftersales situation, provide the aftersales development direction and method. · Active contribution in developing standards, processes and procedures in automotive aftersales business.
- Aftersales budget strategy planning and budget management
- Handling customers’ critical service issues and complain.
Requirements
- Bachelor degree/Diploma in mechanical engineering 5+ years automobile aftersales field operation manager work experience with proven track records
- Have knowledge of regional regulatory requirements on warranty, service pack and etc.
- Strong and accurate aftersales management/ assessment/judgement abilities
- Logical thinking and strong capability of problem analysis
- Detail oriented
- Strong communication skill
- Fluency in English and other language is essential.
Location & Travel
- This position will be based in Spain, and intensive travelling would be required.
