Position: Aftersales Technical Support EngineerCountry: SpainWork Location: Pozuelo, MadridDepartment/Team: Aftersales
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Purpose of RoleBuild 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 branchCommitted, results driven and profit and customer satisfaction oriented, always ensuring highest result achievement.Implement customer service process and standard at distributor and dealer sideEvaluation and audit service centre and workshop service managementHandling all branch filed operation and achieve CSI KPIHandling customers' critical service issues and complain.
ResponsibilitiesAccording 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 dealersDesign and conduct aftersales campaign for branchImplement and evaluate the aftersales DOS for all branchSupports 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 managementHandling customers' critical service issues and complain.
RequirementsBachelor degree/Diploma in mechanical engineering 5+ years automobile aftersales field operation manager work experience with proven track recordsHave knowledge of regional regulatory requirements on warranty, service pack and etc.Strong and accurate aftersales management/ assessment/judgement abilitiesLogical thinking and strong capability of problem analysisDetail orientedStrong communication skillFluency in English and other language is essential. xiphteb
Location & TravelThis position will be based in Spain, and intensive travelling would be required.