Aftersales Process Engineer

Job description

For our Milan HQ, we are looking for a brilliant and enthusiastic After Sales Process Engineer who will be responsible for mapping and optimizing the entire after-sales process, with a particular focus on Process Improvement. This role will involve the analysis, the design and the implementation of solutions to optimize workflows related to the after-sales service, monitor KPIs, and develop continuous improvement initiatives to maintain the high-quality standards of the Maison.

 

Do you match this profile?

·  Bachelor’s degree in Business, Engineering, or a related field.
·  Proven experience in Process Improvement activities (3+ years); a focus on after sales projects and a background in a luxury environment is considered a plus
·  Strong understanding of process optimization methods (Lean, six Sigma…), with a focus on analysis and management of Business performance
·  A preferred knowledge of ERP software and data analysis tools (SAP, Power BI)
·  Fluent in Italian and English
·  Excellent communication and interpersonal skills, with a strong problem solving attitude
·  Ability to work cross-functionally and manage multiple stakeholders 

 

If so, apply for this job!

 

What do we expect from you?

 

·  Analyzing existing After-sales processes and identifying improvement opportunities to enhance service quality.
·  Mapping the After-sales repair network in different markets and analyzing its performance and capabilities.
·  Developing and implementing a structured process for managing repairs and After-sales issues to ensure timely, high-quality service.
·  Establishing and monitor KPIs related to repair turnaround times, customer satisfaction, and service quality with the set-up of a monthly repair dashboard.
·  Analyzing After-sales data to identify trends, areas for improvement, and potential cost savings.
·  With local Richemont teams, managing the relationships with external repair partners and suppliers, overseeing their performance (including the support of technical assessments & repair abilities).
·  Collaborating with R&D/Marketing and Sales to provide feedback based on customer experience and improve product quality
·  Collaborating with the sales force/boutique in order to collect any issues arising on the product or from customer complaints in order to create a bridge with the central Quality team.

 

The recruitment process:

 

·  Apply online
·  If your profile matches our search, you will be contacted by our HR team for a first exploratory interview. Otherwise, you will receive an e-mail to inform you that we will not proceed with your application.
·  If the first interview turns out to be successful, you’ll meet the Quality Department Manager and the Head of HR.

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