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Repair Service Manager

hace 1 mes

Lima, Perú B2X Care Solutions A tiempo completo

B2X is managing the after-sales service delivery on behalf of one of the fastest growing IOT manufactures in the world that is currently experiencing significant growth in its Latin American market share across all segments of its business from Mobile to E-mobility to TV and almost everything in between. Our Key objective is to help ensure the best possible customer experience and to continually develop the service offerings supporting this continued success and ever-expanding product portfolio.

In your role you will be responsible for helping to shape the service delivery experience and ensure the best possible levels of customer satisfaction across the complete divers product range.

**Your key responsibilities**:

- Ensuring the efficient implementation of after-sales services for contracted products in your region, including service performance management by setting appropriate KPI targets for local service partners to fulfill the service requirements of our clients (e.g. turnaround times, material consumption, scrap rate, multiple repair rate)
- All interactions between local repair service partners, local customer organizations and centralized functions such as supply chain management, technical repair management, carrier operator and retailer interactions and operations controlling.
- Definition of goals, strategies and objectives; execution of defined improvement measures and regular performance reviews, including root cause identification and effective resolution to prevent recurrence.
- Planning, controlling, coordinating and monitoring all service functions in your region, e.g. logistics and repairs
- Developing customer-specific service schemes in co-operation with the customer and suppliers Network LATAM and counterparts within the B2X organization and controlling their local implementation
- Creation and provision of regular status and KPI reports to customers and regional operations team
- Effectively drive implementation of new processes and procedure.
- Escalation of performance and/or quality problems to the regional operations team with proposed solutions and actions
- Responsibility for service organization development (e.g. repair & logistics partner network), operational processes considering local regulations and customer requirements.

**Your background**:

- Excellent knowledge of after sales processes is essential, ideally with experience of e-mobility products and or IOT devices, having previously worked for OEM, carrier, operator, or repair service provider.
- Proven ability and skills to identify the real root cause of operational issues and the definition of a real fix.
- Fluent in Spanish and English verbal and written.
- Excellent communicator and proven ability to explain the complex in simple language.
- Proven ability to define and document complex processes to ensure all stakeholders have a clear understanding of what is expected and how to act.

**Personal attributes**:

- Proven ability to develop and foster key business relationships
- Skilled at developing strategies and plans that support continuous process improvement
- Results oriented with a proven ability to effectively manage multiple diverse tasks and assignments of varying complexity while under time constraints
- Solid influencing, collaboration and creative problem-solving skills to meet the diverse needs of business stakeholders
- Aptitude for working with mínimal direction while effectively responding to emerging issues and opportunities
- Ability to remain flexible and adaptable to company’s culture and constant evolution
- High degree of initiative
- Excellent organizational and self-management skills
- Cross-cultural communication skills and willingness to work in virtual teams ideally with experience of working with Chinese customers.
- Strong team player

***Location**:

- Peru, working from your home office and visiting every week repair partners in Peru
- Applicant must be able to travel to Colombia and Chile when required.

**What we offer**:

- A versatile area of responsibility with which you are at the pulse of the company with the opportunity to influence crucial decisions
- A flexible inclusive working environment
- A multi-cultural operating company
- An open-minded, positive and motivated environment with flat hierarchies and short decision paths
- The ability to work independently and responsibly and contribute with your talents
- Colleagues which are more than happy to welcome and support you
- A company that has been effectively working with remote teams for its entire history, for us home office and remote collaboration is not a covid-19 phenomenon but the norm.