After Sales Services Manager

7 meses atrás

LindaaVelha, 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 non-conformities 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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