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Service Center Manager

Service Center Manager

Empresa ConfidencialTenochtitlán, Chiapas, Mexico
Hace 7 días
Descripción del trabajo

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 :

  • Develop 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.

    • Repair Workshop :

  • 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.

    • Spare Parts & Logistics :

  • 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.

    • Team and P&L Management :

  • 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.

    • if you are interested please apply here.

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    Service Center Manager • Tenochtitlán, Chiapas, Mexico