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.
