Job Summary:
As the After Sales Manager at LANDI, you will play a pivotal role in enhancing our after-sales service and warranty policies. You will be responsible for building and managing a robust after-sales network, supporting our customers locally, and optimizing processes to support our mission of improving the overall operations department. Your efforts will contribute to ensuring customer satisfaction and the long-term success of LANDI’s products and services.
Key Responsibilities:
1. After Sales Network Development:
- Build and expand a comprehensive after-sales network to ensure timely support for LANDI's warranty policy.
- Establish and manage relationships with service partners and authorized service centers.
2. Quality Issue Management:
- Lead efforts to identify and resolve quality issues in LANDI's products or services.
- Collaborate with cross-functional teams to investigate and address customer complaints and feedback.
3. Process Optimization:
- Assess and optimize after-sales processes, including repair and replacement procedures, spare part supply to increase efficiency and reduce turnaround time.
- Implement best practices to enhance the overall customer experience.
4. Training and Development:
- Provide training and guidance to the after-sales service partners on Landi's warranty policy and quality standards.
- Ensure that the team is well-equipped to deliver high-quality service.
5. Data Analysis and Reporting:
- Utilize data and customer feedback to identify trends and areas for improvement in after-sales service.
- Generate regular reports and present findings to the management.
6. Cross-Functional Collaboration:
- Collaborate closely with various departments, including product development, customer support, and procurement, to drive continuous improvement and alignment with organizational goals.
7. Warranty Policy Implementation:
- Ensure that Land's warranty policy is effectively implemented and communicated to customers and service partners.
- Oversee warranty claims and returns processes to meet customer expectations.
8. Catalogue and Part Number Management:
- Oversee the management of the complete product catalog.
- Responsible for the creation and maintenance of part numbers for all products.
Qualifications:
- Bachelor's degree in Business Administration, Operations Management, or a related field. Master's degree is a plus.
- Proven experience in after-sales management, quality assurance, or operations management.
- Strong analytical and problem-solving skills with a focus on data-driven decision-making.
- Excellent communication and leadership abilities.
- Familiarity with warranty policies and customer service best practices.
- Ability to work collaboratively in a cross-functional environment.
- Process optimization and project management skills are advantageous.
- Proficiency in English is necessary, with knowledge of Chinese or French being advantageous for effective communication with stakeholders.
