After sales manager
Nature
When dealing with customers, the after sales manager represents the image of the company or brand and guarantees quality and reliability of products. His/her main objectives are client satisfaction, efficiency, technical competence, as well as to ensure the efficiency and quick response of the after sales department. He/she produces for example, statistics detailing the number of products brought in on a daily basis for repair, number of repaired products returned to customers, average repair times. He/she deals with any conflicts (repair delays for example). With his/her technicians, he/she ensures that the department meets repair deadlines. He/she also ensures replacement of any personnel absent or on holiday. The after sales manager communicates all collected complaints to manufacturers. Therefore, it is a privileged position: as the link between important customers and suppliers, he/she can therefore contribute to the improvement or evolution of products.
Mission
Production of statistics relative to returned articles.
Conflict management
Team management
Participation in product improvement and evolution
Compétences
IT and statistical tools skills
Extensive knowledge of products
Ability to negotiate with suppliers
Diplomacy, strong communication skills
Accès
Skills in both commercial and technical fields are necessary, with in addition strong commercial and team management skills.