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▷ [Aplica ya] Service Center Manager...
Empresa ConfidencialMexico City Metropolitan Area, MXHace 6 horas
Descripción del trabajoDevelop weekly team schedules for deliveries, shipments, and invoicing, while proactively communicating accurate repair information and technical details to clients. Efficient management of the service backlog is essential to minimize client wait times and optimize workflows for improved service efficiency. Provide comprehensive support and training to the customer service team on all IT systems related to repair management, spare parts, warranties, and communication. Building strong relationships with boutiques by offering ongoing support and training, and enforcing SOPs to ensure consistent service quality, are key responsibilities. Ensure responsible asset management and effectively resolve or escalate complex customer service issues. Review and optimize existing workflow and workload allocation to meet defined targets for productivity, quality, and turnaround time. Ensure the technical staff possesses the necessary skills and resources to complete all assigned tasks, including diagnostics, case preparation, polishing, repairs, and quality control, at all required repair levels. Coordinate subcontracting activities, including preparing watches for shipment to subcontractors, managing shipments, performing quality control on returned watches, and processing subcontractor invoices. Continuously track, measure, and analyze key performance indicators (KPIs) for the workshop, implementing improvements as needed. Organize and deliver technical training and development programs to enhance the skills and knowledge of the repair team. Manage the timely ordering of spare parts, carefully balancing Swiss shipments, repair needs, and boutique orders to optimize global stock value. Ensure inventory accuracy by conducting regular stock takes and audits to prevent any loss or misuse of parts. Collaborate closely with the logistics department to guarantee the accurate receipt, dispatch, and efficient shipment of all parts and watches. Oversee the reverse logistics process, managing the return of movements and parts to Switzerland. Recruit, mentor, and develop team members, and nurture an environment where they can excel through encouragement and empowerment. Collaborate and build strong partnerships with internal stakeholders within the subsidiary and at brand Headquarters to meet shared objectives. Lead and guide the team in setting SMART goals and monitor outcomes on a regular basis to ensure alignment with business objectives. Maintain the department budget, oversee equipment upkeep, and manage general office supplies.
Emblematic retail company is looking for a Service Center Manager.
The Service Center Manager is responsible for all technical, administrative, and logistical aspects of the After-Sales Service activities in Mexico, supporting our brands.
This role involves managing a high level team to ensure the highest level of service for both customers and business partners.
Requirements :
- University degree.
- Fluent advanced English (C1)
- 5 years of experience in customer service / after sales.
- Expertise in data analytics.
- Technical background and strong interest in the watchmaking industry are preferred.
- Excellent leadership skills with a track record of building effective teams and driving engagement in a multicultural environment.
- Creation, implementation and management of processes (workflows).
- Scorecard and productivity knowledge.
- Strong IT skills and interest in information systems and ERP (SAP, salesforce, Cegid, etc.).
- Advanced office suite knowledge.
- Budget and stock management.
- Guided towards transformation and innovation.
- Excellent project management skills with a strong ability to problem-solve.
- Analytical thinking.
- Self-motivated, enthusiastic, and able to cope under pressure.
- Availability to travel : Valid passport and visa.
Key Duties & Responsibilities :
Customer Service :
Repair Workshop :
Spare Parts & Logistics :
Team and P&L Management :
if you are interested please apply here.
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Aplica Ya Manager • Mexico City Metropolitan Area, MX
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