Technical Aftersales Manager

5 days ago

San Juan, National Capital Region, Philippines The Whole One Yard Inc. Full time $104,000 - $130,878 per year

Position Overview:

As an Technical Aftersales Manager, you will play a critical role in ensuring customer satisfaction and loyalty by effectively managing the aftersales department of our coffee equipment distribution company. You will be responsible for overseeing the entire customer service process, from handling inquiries and resolving issues to coordinating repairs and providing technical support. Your main goal will be to enhance customer experience and maintain long-term relationships with our clients.

Key Responsibilities:

Aftersales Department Management:

  • Develop and implement strategies to optimize the efficiency and effectiveness of the aftersales service department.
  • Set departmental goals, monitor performance metrics, and ensure timely achievement of targets.
  • Supervise and provide guidance to the aftersales service team, including technicians, customer service representatives, and support staff.
  • Foster a positive and collaborative work environment that promotes teamwork and personal growth.

Customer Support and Issue Resolution:

  • Act as the main point of contact for escalated customer issues and complaints, ensuring prompt and satisfactory resolution.
  • Develop and maintain strong relationships with key clients, understanding their specific needs and expectations.
  • Provide technical assistance and troubleshooting support to customers, both remotely and on-site when required.
  • Collaborate with cross-functional teams, such as sales, operations, and finance, to address customer concerns effectively.

Repair and Maintenance Coordination:

  • Coordinate the repair and maintenance process for coffee equipment, ensuring timely completion and adherence to quality standards.
  • Maintain accurate records of service activities, including equipment maintenance history, repairs, and warranties.

Training and Knowledge Management:

  • Conduct regular training sessions for the aftersales service team to enhance their technical skills and product knowledge.
  • Stay updated with industry trends, new coffee equipment models, and emerging technologies.
  • Keep the team informed about changes in product features, warranty policies, and service procedures.

Continuous Improvement:

  • Continuously evaluate and improve aftersales service processes to enhance efficiency, customer satisfaction, and cost-effectiveness.
  • Collect and analyze customer feedback and service data to identify areas for improvement and implement appropriate solutions.
  • Drive initiatives to enhance the overall customer experience and loyalty, such as implementing customer satisfaction surveys and loyalty programs.

Qualifications:

  • Bachelor's degree in a relevant field (e.g., Business Administration, Engineering) or equivalent work experience.
  • Proven experience in aftersales service management or a similar customer service role.
  • Strong technical knowledge of coffee equipment and related industry standards.
  • Excellent problem-solving and decision-making skills.
  • Exceptional communication and interpersonal skills, with the ability to interact effectively with customers and internal stakeholders.
  • Strong leadership and team management abilities.
  • Proficient in using customer relationship management (CRM) software and other relevant tools like Microsoft Office / Google Workspace
  • Flexibility to travel as needed for on-site support or training.

Job Type: Full-time

Benefits:

  • Employee discount
  • Flexible schedule
  • Health insurance
  • Promotion to permanent employee

Work Location: In person

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