After-Sales Service Manager, Mexico

Description

Job Summary: Manage after-sales service to ensure customer satisfaction, operational efficiency, and compliance with quality standards. Key Highlights: 1. Manages service specialists to ensure customer satisfaction. 2. Leads continuous improvement of after-sales service processes. 3. Handles and prioritizes customer complaints and PROFECO claims. **Job Details** ----------------------- * **Country:** Mexico * **Scope of Position:** Local * **Business Area:** After-Sales Service * **Discipline:** Regional After-Sales Service Management * **Talent Level:** NT 4 \- Junior Manager / Head / Leader **Purpose of the Position** ------------------------ Meet customer needs through proper management (service specialists and assistants) and deliver high-quality service aligned with company objectives, providing solutions that guarantee customer satisfaction while maintaining quality, productivity, and efficiency standards and indicators for the After-Sales Service area.**Decision-Making Authority (Inherent to the Position)** ------------------------------------------- TBD**Areas of Responsibility (What is done / How it is done / Why it is done) \- Indicator** -------------------------------------------------------------------------------------- **Areas of Responsibility:** Manage and ensure service specialists’ adherence to protocols to guarantee consumer satisfaction. Achieve KPIs for TSS, productivity, completed services, first visit rate, customer satisfaction survey, service quality, and mobile/monitor usage through services performed by specialists. Monitor and follow up on repair service orders to meet customer-requested deadlines, ensuring consumer satisfaction. Ensure timely and appropriate assignment of routes to each service specialist according to their assigned zone, meeting the promised visit date, and managing human resources (in-house specialists and authorized support workshops). Report operational service deviations (in-house specialists and authorized support workshops) in a timely manner and apply PAL where applicable. Foster a positive work environment among employees to encourage communication and cooperation within the team. Implement and develop continuous improvement projects for service processes. Address and prioritize services arising from PROFECO claims and complaints from the Office of the Director. Execute cyclical and semi-annual inventory processes for service advisors, ensuring resolution of discrepancies, generation of debt acceptance letters, and return of spare parts by service advisors. Support accounts receivable collection processes, clarify price discrepancies in service orders, generate credit notes (NC) and complementary service orders (OS), submit non-warranty service billings to Accounts Receivable (CXC), sell service policies, and sell spare parts. * **Indicator:** TSS: 4 days Customer Satisfaction Survey First Visit Rate Productivity, Recurrence Rate Spare Parts Ratio Gallup Overall KPIs % of Complaints and TSS Complaints Inventory Compliance Accounts Receivable (Overdue) **Education, Experience, Key Skills, and Interaction Network** ------------------------------------------------------------------ * **Education:** Completed Bachelor’s Degree * **Field of Study:** Business Administration / Business Management * **Specialized Knowledge:** Personnel Management, Repair Order Monitoring, SAP, CRM, Fiscal Vault, Market Payment Processing, ServiceNow, Blueprint Visualization, Quotation Tools, Customer Service and Support * **Languages and Proficiency Level:** Intermediate English (desirable) Experience * **Years of Experience:** 2 to 4 years * **Area:** After-Sales Service * **Industry:** Service * **Position:** Leadership Role Interaction Network * **Immediate Superior (Position):** Traditional Service Manager / HE / Regional Service Manager * **Subordinates (Positions):** Service Advisors / Assistants / Warehouse Staff * **Internal Company Providers (Positions with Highest Interaction):** All After-Sales Service Areas * **External Providers:** Authorized Support Workshops / Local Courier Services * **Internal Company Customers (Primary Departments):** Procurement / Engineering / Quality / Finance / Human Resources * **External Customers:** End Customers and Consumers