After Sales Services Manager

2 semanas atrás

LindaaVelha, Lisboa, Portugal Nestle Operational Services Worldwide SA Tempo inteiro

POSITION SNAPSHOT

Location:
Centro de Reparações Nespresso - Seixal, Portugal

Company:
Nespresso

Full-time

***Working at Nestlé means you work at 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.
To integrate the Nespresso After Sales business, we are looking for an
After Sales Services Manager.

Your main mission will be to manage the After Sales Service, delivering a sustainable high service level and alignment with Nespresso front-offices and external partners, to ensure customer's satisfaction.

You will also assist the Operations Manager for after sales and technical matters.

We are waiting for you

A DAY IN THE LIFE OF AN AFTER SALES SERVICES MANAGER

Cross functional alignment

  • Implement business strategy in the After Sales Service and overall efficiency of the operations;
  • Implement Quality standards in the After Sales Service ensuring continuous improvement and alignment with Nestlé Continuous Excellence;
  • Implement SHE and Food Safety standards in the After Sales Service ensuring continuous improvement;
  • Responsible for Destruction process across all organization in full compliance with legal and Nestlé/Nespresso requirements.

Nespresso Quality Management System

  • Ensure that the Nespresso Integrated Management System in After Sales is in place and consistently aligned with HQ, taking into account local adaptation needs;
  • Provide After Sales inputs for Management Review of Quality (MRQ);
  • Ensure that the system is regularly updated and reviewed in order to ensure continuous improvement;
  • Implement NCE methodology in ASS.

Operations Assistance

  • Assure HQ reporting for ASS;
  • Ensure ASC BCP is at all time updated.

AFTER SALES

  • Support the OM in defining the local After Sales Service strategy;
  • Ensure HQ guideline implementation for After Sales;
  • Manage consolidation of machine nonconformities HQ escalation according to local risk assessment and give inputs to improve machines from technical experience in After Sales;
  • Manage After Sales Service process covering quality, cost efficiency, repair time, customer satisfaction and overall continuous improvement;
  • Manage After Sales partners such as Repair Centers and Carriers;
  • Ensure alignment and communication with Machine Partners;
  • Ensure full support to CRC/After Sales Service matters;
  • Participate in International After Sales Meetings;
  • Manage ASC cost efficiency, innovation and overall continuous improvement.

Customer Satisfaction

  • Continuously monitor and put actions in place to reduce the After Sales Service complaints towards with Complaints Management system;
  • Specifically enhance After Sales programs to Delight customer;
  • Evaluate systematically the external Customer/Consumer After Sales expectations;
  • Leverage customers insights in order to promote new services that support business to continuous sustain/improve performance.

People Management
Responsible for team Leadership and consequently build the appropriate structure.


This includes:

  • Recruit, train and motivate the team (objective settings, tracking and coaching)
  • Manage and comply with the HR and Nespresso Talent Cycle (PDP, Talent and succession);
  • Define the annual training needs and give daily basis feedback and on the job training (NN guidelines, Business insight, coaching & feedback).

Budget Management

  • Continuously monitor budget spend of After Sales Service as per Operational Plan (OP), respecting corporate audit guidelines;
  • Monthly DF meetings preparation and attendance.

Performance

  • Follow up on main KPI's and provide feedback to the team on trends and analysis. Establish corrective actions in case of deviations;
  • Ensure the defined service level targets and standards are met as per guidelines;
  • Work in partnership with technical Trainer by:
  • Ensuring technical knowledge is spread and updated, identifying any specific need for the team;
  • Collecting technical feedback for machine models performance or possible improvements to be reported to HQ by Technical Trainer.
  • Ensure full control over the Services Tasks;
  • Ensure all Quality/Safety best practices and a convenient report as per defined process.

Develop People and Organization
In alignment with the After Sales Repair Center Manager, responsible for team Leadership and consequently build the appropriate structure


This includes:

  • Recruit, train and motivate the team (objective settings, tracking and coaching)
;

  • Manage and comply with the HR and Nespresso Talent Cycle (PDP, Talent and succession);
  • Define the annual training needs and give daily basis feedback and on the job training (NN guidelines, Business insight, coaching & feedback).

WHAT WILL MAKE YOU SUCCESSFUL

  • University/Technical graduate or equivalent (preferred Mechanical/Electronic/Industrial Engineering);
  • Certified trainer is preferred;
  • Certified in

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