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Aftersales Process Engineer
1 mese fa
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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
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 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.
- 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.
