Our client is a technology company providing customer care services for mobile devices and other consumer electronics to manufacturers, insurance providers, carriers and retailers. They help clients to deliver the most seamless customer care experience for people using mobile devices.
Global After Sales Operations Director
Miejsce pracy: Warszawa
Nr Ref.: MT109/GM/08/2016
Your key responsibilities:
- Overseeing, managing the repair network and logistics providers
- Support in negotiation, contracting and onboarding of repair and logistics service providers
- Design solutions and pricings for repair network, SCM solutions (transportation/forwarders, spare parts distribution, contract logistics and warehousing setup) and implement them
- Design solutions and pricing for repair network
- Define and monitor early warning indicators and relevant KPI's (OTD, Bounce, Swap, Lead Time etc.) in cooperation with Network Operations Center (NOC)
- Design and leadership to development team in area of KPI visualization (various reports)
- Supervision of claim validation process (payments for labour, material, transportation) and fraud avoidance processes
Your qualifications:
- Bachelor's or Master"s degree - technology background (electronics/electrics) or equivalent University degree in a Master/Bachelor of Science Program
- Min 5 years of working experience in international environment (repair operations, claim validation, logistics (forward and reverse), warehousing and value added services with proven track report
- Experience in after sales services, logistics services, data computation and visualization (KPIs)
- Excellent knowledge of end-to end after sales processes is absolutely vital
- Strong knowledge of international repair service players (high volume repair centers)
- Good knowledge / good understanding of logistics standards/regulations (Incoterms, Import & Export Controls ...)
- Proficiency with Microsoft Office
- Understanding/experience with ERP systems (material management section) appreciated
- Experience and skillset to manage and motivate local and remote team members
- Excellent negotiation and contact management skills
- Fluent English in addition to the local language
- Willingness to travel (about 25%).
We offer:
- A versatile, international area of responsibility with which you are at the pulse of the company and have the opportunity to influence crucial decisions
- 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 your talents and plenty of room to make something
