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Profile Group

Service Manager - Customer satisfaction

Service Manager - Customer satisfaction
Published on Jobat.be 47 days ago

Service Manager - Customer satisfaction

For more than 30 years, our client has devoted his energy and expertise to developing the best appliance products to satisfy his most demanding customers.

The group is continually striving to expand its product lines and develop unique, high-performance smart solutions that significantly enhance the user experience.

Innovation, Design and Quality have always been the key values of the company

Today, it is the world's number 1 brand in the major appliance market

Job description

Responsibilities:

Management of the After Sales operations in the markets of his responsibility

Delivery of the results in terms of revenues, In Warranty repairs management, customer satisfaction

Service budgeting and financial management

Provide strategic direction and leadership at country level for the Customer Service and Spare Parts function in order to achieve company objectives and reach customer satisfaction and brand loyalty

Activities

  • Accountable to define and operate the correct setup for field service support at the country level
  • After sales service network organization set up and maintenance
  • After sales network performance review
  • Network KPIs monitoring and development of specific action plans
  • Development of spare parts and consumables sales in collaboration with the HQ Commercial Manager
  • Scouting and development of new business opportunities such as extended warranty, repairs as business
  • Set the Pricing Strategy by Product Category and continually develop new direct customers in all CS market channels
  • Provide Strategic and Change Leadership to the Customer Service/Spares Function and Teams
  • Ensure Call Center activities are performing in line with the guidelines and delivering set KPIs
  • Monthly revenues and costs analysis
  • Ensure the Customer Satisfaction levels according to the company standards
  • Local service staff coordination
  • Parts supply chain supervision; cooperation with distributors
  • Reporting and budgeting
  • You report to the Country Manager; dotted to the Regional Service Manager

Profile

  • Degree in Engineering or Economics
  • Very good Microsoft Office (Access, Word, Excel, PowerPoint)
  • Proved experience in 3+ team management
  • Proved experience in inter functional and international projects management ( Change management, quality control/improvement, customer interaction, cost control)
  • Business understanding and analytic skills
  • Full proficiency in English, French and dutch
  • Negotiation Skills
  • Leadership: Willing to Build a Winning Team and Driving the Results, People manager, close to his team
  • Customer Quality oriented, customer satisfaction
  • Problem solver
  • Process and change oriented ( asking things ) , search for cost efficiency
  • Be able to handle ambiguity without stress
  • Hands on
  • Understanding a P&L

Offer

You join an international Group and are part of a team on a human scale and in full development in the Benelux countries that offers :

A salary package in line with your experience and extra-legal benefits:

  • Company Car
  • Private health care program
  • Groups Insurance
  • Lunch voucher
  • Eco voucher
  • Bonus
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Profile Group | Anderlecht 1070

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    9 days left to apply

    Characteristics

    Requirements

    • Professional bachelor (Higher Education Short Type)
    • At least 5 years experience
    • Dutch, English, French

    Offer

    • Permanent
    • Full-time

    Apply before

    • 22 July

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