Aftersales Process Engineer

1 settimana fa

Milano, Lombardia, Italia Experteer Italy A tempo pieno

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.

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 monitoring 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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