Barcelona, Spain

After Sales/Customer Care


Job Responsibilities

The candidate will be responsible for Service Network Management and one main activity is reporting of every service KPI (Cost, Volume, Spare Business, TAT). He/she will be Technical Support Referent for the Spanish Subsidiary.
Principle Accountabilities:
-Organizes, distributes, and verifies the work reported by our external service partners, supervising the main KPI (TAT, Cost, Quality of repair), and giving the proper authorization to invoice.
-Verifies and approves payment of supplier invoices, repairs, and maintenance contracts. Rectifies any problems with suppliers. Monitor accounting statements for discrepancies and follows up on corrections.
-Business development of the Accessories/Spares Area.
-Check every aspect of the technical service delivery, mainly our own PREMIUM Service, as the direct responsible to achieve the best performance in terms of quality.
-Leads the training for our external technicians, transferring the knowledge shared by the HQ Key Trainers to improve our service network capability to fix products.
-Reports the main KPI regularly to control the performance of our service network and defining proposals to correct deviations.
-Provides customer feedback about technical issues to improve products and processes.
-Maintains information systems and participates in their development and their automation to improve efficiency.
-Coordinates with the Customer Experience Manager Processes and actions to solve claims to ensure prompt response to our end users with a cost-benefit balance.
-Performs administrative duties appropriate to the activities of the unit.
-Visit to audit quality parameters of every service center of our network (25% of time).

Job Profile

Qualifications, Knowledges:
-Technical Engineering Degree (MBA is a plus).
-Minimum 3 years relevant experience as a technical leader in a Service Centre B2C in a retail company (based on devices/appliances or premium products), with a direct interaction with the end user/technicians/partners, or as a technical project manager.
-Strong knowledge of Service Centre SLA and internal management and service KPI.
-Honest, Respectful. Results-Oriented. Highly Flexible.
-Strong leadership skills: Provide thought leadership and perspective for adoption where appropriate.
-End user focus: Strong commercial skills, excellent communicator, and negotiator.
-Analytic profile: capable to evaluate big data quickly to define, evaluate and control key indicators.
-Initiative: Entrepreneurial spirit with high level of pro-activity.
-Decision-Making Skills: Capable of taking decisions even when the outcome is uncertain.
-Innovative: Creative, capable of searching for new business areas and opportunities.
-Fluent in Spanish (spoken & written).
-Fluent in English (spoken & written).
-Is capable of remaining patient and calm when dealing with frustrated customers or clients.
-Demonstrates strong problem-solving skills.
-Overall, we are looking for an “all-rounder”,entrepreneurial spirit, willing to take on new challenges and capable of integrating well into a friendly and young team.
-End user oriented in every action or plan, with a balanced evaluation in terms of cost/benefit in every interaction.
-Excellence as a driver in every task. Better everyday moto.