In a nutshell
The implementation, management and development of customer aftersales propositions used to support the mitigation of returns, delivering an enhanced customer experience. Ensuring adherence to service level agreements and optimisation repair participation. Achieved through the co-ordination and collaborative working with Suppliers, Store Operations, Finance, QA, and Commercial.
What I need to do
Support the Refurbishment & Aftersales Development Manager in enhancing, driving and co-ordinating the aftersales repairs and spares propositions;
Ensures the delivery and availability of cost effective aftersale product repair services within agreed turnaround timescales
Benchmarking service providers, facilitating enhancement of service level agreements and a continuously improved operation.
Ensuring the appropriate levels and timely provision of spare parts used by customers, repair engineers and refurbish agents.
Ensure third party service providers adhere to service level agreements within agreed budget limits.
Manage purchase order process and invoice approval ensuring appropriate cost management
Ensure correct disposition routes are allocated to products with repair within CAST and the product support site in collaboration with the Returns Prevention Manager
Managing utilisation of accreditation and warranty repair provisions to mitigate customer need to return
Provision of robust and insightful management information associated with customer repair and spares provision activities.
Support store operation query escalation and processes ensuring smooth processing of customer repairs with great customer experience
Monitor and ensure continued data governance compliance
How I will succeed
Act as the guardian of service level agreements ensuring not only compliance but enhanced performance
Continued emphasis on the improvement of process and relationships delivering great customer experience and returns cost reduction
Establish proactive relationships and data insights delivering robust performance
What I need to know
Proven experience in a aftersales service environment – Tech product categories would be advantageous
Experience in Customer Experience process management
A track record of stakeholder management, particularly Third Party relationships
Ability to define and create reports to present relevant information in a simplified manner
Proficient in PowerPoint, Word and Excel for data analysis, presentations and report writing
An awareness of change management disciplines would be advantageous
What I need to show
Enthusiastic, positive and proactive engagement of key stakeholders to build credible relationships whilst retaining professional integrity
Experience managing and influencing stakeholders, holding others accountable to deliver results
Experience in delivering process simplification and improvements
Ability to gather insight and opinion to support good decision making
A desire for continuous improvement to be best in class
Ability to demonstrate planning and prioritisation skills