POSITION SUMMARY
Working at Nestlé means you'll join the world's largest food and beverage multinational. Our purpose is to improve the quality of life of our consumers, contributing to a healthier future. We are looking for an After Sales Center Manager to join our Nespresso's After Sales team. Your main mission is to ensure the smooth organization of all interventions onsite by the Nespresso in-house technicians in Portugal. You will also be responsible for providing assistance to the After Sales Services Manager in the administrative follow-up of the technical service, acting according to Nespresso Integrated Management System (Q-SHE and Food Safety guidelines).
A DAY IN THE LIFE OF AN AFTER SALES CENTER MANAGER
Planning of the technicians:
Assure the efficient planning of all interventions and maintenances for our technical representatives in Portugal following the deadlines.
Control of B2B & B2C intervention planning
Performed by the internal team.
Services management:
Ensure timely closing of all interventions on time and with no second repairs.
Ensure monitoring of all customer feedback related to the after sales service with internal technicians.
Perform operational follow-up meetings with technicians and assistance.
Ensure the timely execution of inventories.
Ensure continuous improvement in processes to optimize costs.
Coordination and Follow up:
Coordination of the pick-ups, loan machine management, in cooperation with the concerned partners and teams.
Cooperate closely with Customer Relationship Center (CRC) and B2B teams to ensure follow-up and satisfaction of After Sales Center procedures.
Aligned with the After Sales Manager, contribute to business strategy according to its scope of action.
Ensure follow-up of repair center performance.
Team Development:
Coordinate the teams' development plans.
Create and organize backup plans inside the team.
Provide training plans and follow individual performance inside the internal team.
WHAT WILL MAKE YOU SUCCESSFUL
Minimum of 2 years' business experience, including leading teams.
Expert knowledge in the technical areas of responsibility.
Solid understanding of the overall After Sales Center end-to-end process.
Proven track record in delivering results by working with cross-functional teams.
Proficiency in English (preferable).
Good command of Excel.
Solid relational, negotiation, and communication skills.
Ability to lead with influence.
Ability to plan and prioritize different projects effectively, with an eye for detail.
Ability to work under pressure with solid decision making.
Analytical, structured thinker, problem-solver, and results-oriented.
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