We are a leading company in the global pool & wellness industry - Fluidra, a multinational group listed on the Spanish Stock Exchange, is the global leader in the pool and wellness industry. Founded in 1969, Fluidra has long-standing experience in developing innovative products and services in the global residential and commercial pool market. In Fluidra, we have a clear mission: To create the perfect pool and wellness experience responsibly. Operating in more than 47 countries through our subsidiaries, we have more than 135 sales branches and more than 35 production centers around the world, in addition to strategically distributed logistics hubs that support our production and distribution centers. Our team is comprised of more than 7,000 motivated and skilled employees from over 45 countries.
Your Mission: The EMEA Customer Service and AfterSales department aims to provide tools, policies/guidelines, processes, knowledge, and resources to the Customer Service and AfS departments sitting in each of the commercial entities in the different subregional areas that are the front end of Fluidra to the customers in order to receive any kind of administrative request, logistics claims, technical consultations, and product quality and performance issues claims. AfterSales departments in the local entities are responsible for receiving those product-related claims and they shall provide appropriate treatment to those claims in an efficient way, according to group policies in order to achieve customer satisfaction. The EMEA Aftersales Technical Manager will report to the EMEA Customer Service and AfterSales Director. In the short term, he/she will be acting as an individual contributor, but in the mid-term, his/her responsibilities will expand to manage a team of Product Specialists that will be in control of all technical knowledge on a predefined range of products. The incumbent is responsible to handle Aftersales product escalations, class issues reporting, and product technical knowledge management.
Your main responsibilities: Be the first one (and future manager) of a team of technical experts and guide them through unified processes for all product ranges.The team should handle technical escalations reported through aftersales systems and should support the customer-facing entities in finding the right technical solution for these cases and if needed funneling these needs to manufacturing or suppliers.As a team, they should identify class issues and report those in a standardized way to the quality department and ensure visibility of those accepted/confirmed cases to all aftersales community that need to know.Manage the Aftersales section of the NPI process (New product introduction) ensuring the technical documentation is available and training is developed and planned for all technical resources that will be affected.The team will support the EMEA Aftersales operations team in the implementation of the TSC network needs to support this same NPI (processes, knowledge, and spare parts kit definition).Manage product-related training content and define troubleshooting material for Aftersales contact center, technical hubs, external/internal service center, and sales teams and even customers that may have the need.Link with R&D, Quality, and Manufacturing teams to influence product improvement plans based on Aftersales data and looking after a better serviceability of the products. The position may be based in any major Fluidra Branch Office or Manufacturing Site.
To succeed in this role, you'll need a positive attitude and the following: Industrial engineering degree or other similar background.Managerial business understanding is valued.People management experience.At least 5 years working experience in a multinational service environment.English at advanced level is a must, other European languages are valued.Customer experience focus.Advanced communication skills.Internal customer empathy, understanding of his/her functional role in a matrix environment, with a "servant leader attitude".Process mindset, autonomous, well-structured and organized.Advanced use of Excel and PowerPoint.Knowledge on Salesforce Service module and/or other service management tools.Basic knowledge on ERP's (AS400 or others).Willingness to travel across EMEA as per need, maximum 1 week per quarter. At Fluidra, we are committed to both the professional and personal development of our employees. Thanks to our highly qualified team of experts we are able to fulfill our main mission: To create the perfect Pool and Wellness experience responsibly. Locations: ESP | Sant Cugat del Vallès, ESP | Carretera Sentmenat, 46-48 Nave 6, 08213 Polinyà (BCN), ESP | Sant Jaume de Llierca, Spain, ESP | Aritz Bidea, 57, 48100 Mungia, Spain, FR | Avenue Maurice Bellonte, 66000 Perpignan, France, IT
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