Fluidra, a multinational group listed on the Spanish Stock Exchange, is the global leader in the pool and wellness industry.
EMEA AFTER SALES TECHNICAL MANAGERSant Cugat del Vallés (Spain) Ref: ME3441 May 14, 2024 INDUSTRY AND CAPITAL GOODS
FUNCTIONS AfterSales 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.Main responsibilities:- 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.- 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.- 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).- 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.- 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.Competences/skills:- Industrial engineering degree or other similar background- Managerial business understanding is valued.- People management experience.- At least 5 years working experience in a multinational service environment.- English at advanced level.Other European languages are valued.- Customer experience focus.- Advanced communication skills.- Internal customer empathy, understanding of his/her 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).- Travels across EMEA as per need, maximum 1 week per quarter.We offer-Interesting project-2 days per week Home office-Atractive Salari Package-Flexible Schedule
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Fluidra, a multinational group listed on the Spanish Stock Exchange, is the global leader in the pool and wellness industry.
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