After Sales Service Manager
Nature
In the eyes of the customer, the after-sales service manager represents the brand image of the company or store that employs him/her, and is the guarantor of the quality and reliability of its products. His/her main objectives are customer satisfaction, efficiency, technical competence, speed and profitability of his/her service. For example, he keeps statistics on the number of devices dropped off daily for repair, the number of devices repaired and returned to the customer, and the average repair time. He/she solves any contentious problem (delay for example). With his technicians, he ensures that repair times are respected. He/she organizes the replacement of absent or vacationing personnel. The after-sales service manager transmits all complaints collected from users to the manufacturers. This gives him/her a privileged position: as an important intermediary between the customer and the suppliers, he/she can contribute to the modification of the products.
Mission
Realization of statistics at the level of the products deposited in repair
Management of the litigious problems
Management of its team
Participation in the improvement of the products and their evolution
Skills
Mastery of statistical/IT tools
Product knowledge
Ability to negotiate with suppliers
Good interpersonal skills, diplomacy
Access
Dual technical and commercial skills are required, with a solid command of the commercial function and team management.